Customer service and reviews
Lightspeed offers phone support 24 hours a day, seven days a week, to all their customers.
New customers get a free onboarding video session with a Lightspeed consultant, where you get introduced to the software and have your questions answered. The online help section has a lot of information, so you may not need to contact support after the onboarding session.
However, we have seen a number of negative reviews concerning:
- Long wait times on the helpline
- Being passed around between support teams who can’t help
- Poor support in relation to integrations with external software
- Certain features related to ecommerce and product uploads have to be handled by Lightspeed
Furthermore, we tried getting a free trial through the web form, but you are forced to provide a phone number and email address to wait for a sales person’s response. When we did hear back from a Lightspeed representative within an hour, we were told there is only a preconfigured demo account to test in the iPad app, not an option to try the Back Office or any other features like you can with most other POS systems.
On the plus side, the Lightspeed contact form does allow you to get a more accurate quote based on your needs, as there are hardware packages and different costs depending on your exact requirements.