Helpdesk Hesitation

For many retailers, the idea of calling their EPOS provider’s support line feels a bit like visiting the dentist. Necessary, perhaps, but rarely something they look forward to. Instead, they wait until something is broken, until the frustration has built up, or until a new initiative is already struggling to get off the ground. Only then do they reluctantly pick up the phone.

I call this helpdesk hesitation.

It’s a problem across the retail industry – not because retailers don’t value their technology, but because of the way support has traditionally been positioned. Too often, the helpdesk is treated as the place you go when you’re stuck. It’s reactive, focused on damage control, and sometimes impersonal. But I believe it doesn’t have to be that way.

Support as a Partner, Not a Last Resort

Retailers thrive on ideas. Whether it’s introducing a new line of products, adding a café to the farm shop, or experimenting with subscription boxes, growth comes from trying new things. And here’s the truth: every single one of those ideas could – and should – start with a conversation with your EPOS provider.

Instead of asking for help only when tills stop working, what if retailers saw support as the first port of call for possibility? Imagine if, before investing time and energy into a new venture, you picked up the phone and said:

“I’m thinking about doing this – how can my EPOS help me make it work?”

The reality is, most modern EPOS systems are full of features that never get used. Loyalty tools, reporting functions, integrations with e-commerce, recipe management, waste tracking – the list goes on. Too many retailers don’t realise that the solution to their challenge is already sitting within their system.

And that’s where support – or your account manager – should come in. A quick call could uncover a feature you didn’t know existed, or reveal a simple way of setting up the system to support your new idea. Instead of trial and error, you’d be building on proven tools designed for exactly the challenges you face.

Why the Hesitation Exists

So why don’t more retailers do this? A few reasons come up time and again:

• Fear of wasting time – “I’ll be on hold forever.”
• Feeling like the question is too small – “It’s not a real problem, I’ll just figure it out.”
• Past bad experiences – “Last time I called, I felt like I was being passed around.”
• Reactive culture – support has always been pitched as ‘there when you need it’, not as a proactive resource.

All of this creates an unhelpful cycle. Retailers avoid calling until a problem is big, which makes the experience more stressful, which then reinforces the hesitation next time.

Changing the Conversation

I believe EPOS providers have a responsibility to break that cycle. Support shouldn’t just be a safety net – it should be a springboard. That means rethinking what the helpdesk and account management teams are there to do.

• Welcoming curiosity – making it clear that “can my system do this?” is just as valid a question as “my till isn’t working.”
• Human connection – ensuring retailers know they can speak not only to a helpdesk advisor, but also to their dedicated account manager, who understands their business goals.
• Speed and positivity – calls should feel helpful and energising, not bureaucratic. Retailers should hang up feeling they’ve gained something, not lost half an hour.
• Proactive outreach – account managers can spark ideas by regularly showing retailers what’s possible, rather than waiting for them to ask.

The more positive these interactions become, the more retailers will use them – and the more value they’ll get from their EPOS investment.

From Last Resort to First Step

Every new business idea should come with two immediate actions: sketching out the vision, and calling your EPOS provider. Not because you’re stuck, but because you want to make the idea stronger. The right advice at the right time could be the difference between an experiment that fizzles and an innovation that transforms your business.

If we can move away from helpdesk hesitation and towards a culture where calling support or your account manager is a natural, exciting part of developing new ideas, then EPOS will no longer just be a tool in the background. It will be a partner in your growth.

Because ultimately, support isn’t just about keeping the tills running. It’s about keeping your ideas alive.

✅ Your next step: The next time a new idea sparks in your business, don’t just run with it – pick up the phone. Call your EPOS support team or your account manager and ask, “How can my system help me make this a success?” You might be surprised by how much is already possible.