Ever feel like your support request is just another number in a long queue? At Mariner, we understand that your time is your most valuable asset. We pledge to not waste it. Our agile support team isn’t just available, they’re responsive, attentive, and actually know who you are. Our aim isn’t just to solve your problem – but to build a relationship with you and your business. While big-box tech companies pass you through endless departments, we keep things simple, personal, and fast. Considering we use the robust systems of Counterpoint that have decades of user testing, you shouldn’t need tons of support, but we’re happy to be here when you do. Things do always come up and there’s no way to account for every niche problem however. In this post, we’ll share why a lean support team can be one of the biggest assets to your business and how we make sure you’re never left hanging.
You’re Not Just a Ticket Number
We believe that support should feel like a conversation. Everyone deserves to be heard. So whether you have a technical issue or need to vent about a frustration with the system, we’re here to help all the same. When you reach out to our team, you’re talking to a real person who knows your business, your setup, and likely even your name. There’s no script-reading or bouncing between departments. Give us a call, get an answer. This personal approach builds trust and keeps your operations running smoothly without the usual tech support headaches.
When issues arise with your system, it has a very real impact on your bottom line, customer relations, and staff confidence. You can only know so much though. We’ve been in business over four decades now. We know these systems and your business inside and out.
Faster, More Personal Responses
With a responsive and attentive team, you’re not waiting in a ticket queue or dealing with multiple handoffs. Our live support staff knows the ins and outs of our systems and our clients. We spend less time explaining and more time solving. When you reach out to Mariner, you’re not a number in a system, you’re a name we remember and vice versa. This personal approach leads to quicker, more relevant answers that help keep your operations running smoothly.
Deeper Product Knowledge
Every member of Mariner’s support team is cross-trained and deeply familiar with our POS systems and integrations. Instead of siloed departments, our team works closely together and is involved with real client implementations and testing. That means you’re getting help from someone who truly understands the product and not someone reading from a call center script. We don’t even have one (unless you count the SQL scripts we use to personalize your database). We don’t just troubleshoot; we help you use your tools better.
Adaptability
Because we’re a lean and nimble team, we can pivot fast when you need something out of the ordinary. Whether it’s adjusting a custom report, walking you through a new feature, or brainstorming a workaround for a unique situation, our team has the flexibility, knowledge, and expertise to act quickly. We don’t have layers of bureaucracy to wade through. If something needs to change, we can make it happen without delay or headaches.
Relationship Building
Working with a personalized team means you often speak with the same people each time you reach out. Over time, that builds trust and familiarity. We remember how your system is set up, what quirks you’re working around, and what goals you’ve set. That ongoing relationship helps us provide smarter support that grows with your business, not just one-off fixes.
At Mariner, we believe live support should be more than just a troubleshooting tool — it should be a partnership. Our small, agile team is built to move fast, adapt to your needs, and truly understand the systems you rely on. The result? A support experience that feels like an extension of your own team. When you call us, you’re not starting over every time. You’re continuing a conversation.
