BudSense Live Support FAQs

Introducing BudSense Live Support: Your Go-To Guide for FAQs and Solutions

We started BudSense from learning firsthand as owner/operators how challenging it was to create and maintain cannabis menus. Everything we do is done with the goal of making retail cannabis easier - and that includes our dedication to support.

We’ve been there, struggling with a technical product and support is nowhere to be found. We do our best to offer real-time support from humans (yes, no robots here) to help you get the best out of BudSense.

We’re all about transparency - especially when it comes to support. We want our customers to know when things go wrong we want to hear about it. This communication is the only way we can ensure you’re creating success with our products and also the only way we can get better. 

We wrote this blog to share the common support questions we see along with what the problem ends up being!

Common Support Questions - Customer Question

1. Billing (1.3%)

Billing queries typically involve issues related to invoices, payment methods, or subscription plans. Our support team is available to clarify billing details, help manage payment options, and ensure your account is up-to-date.

2. TV Problems (11%)

Issues with displaying menus on TVs include buzz tv hardware problems, internet connectivity, display settings, and content updates. Our team assists with troubleshooting connections, adjusting settings, and ensuring the content displays correctly on your in-store screens.

3. Smart Filters (2.5%)

Smart Filters help customize how products are displayed based on various criteria. Support requests often involve setting up, adjusting, or optimizing these filters. We guide users through the setup process and provide tips on maximizing filter efficiency.

Oftentimes one person in the company we are working with sets up the smart filters with us, but then someone else who isn’t aware of the strategy has some questions about how they work or want to make adjustments. 

4. Badges or Labels (3.4%)

Badges and labels are used to highlight specific product attributes (e.g., bestsellers, new arrivals, etc). Support includes creating and customizing these visual markers to make your menu more informative and appealing.

5. Feature Walkthrough (7.4%)

Users frequently request detailed walkthroughs of BudSense features to better utilize the platform. Our team provides step-by-step guides and demonstrations to ensure you can fully leverage all functionalities.

6. Missing Products (24.4%)

Missing products in the menu are a common issue, often due to inventory sync problems. We assist in diagnosing and resolving these discrepancies to ensure your menu reflects your actual inventory.

7. Inaccurate Products (23.6%)

Inaccurate product information can lead to customer confusion. Our support involves correcting product details such as descriptions, prices, and THC/CBD levels to maintain accuracy and reliability.

8. Duplicate Products (1.3%)

Duplicate entries can clutter your menu and confuse customers. We help identify and merge duplicate products to streamline your offerings and keep your menu clean.

9. Feature Request (6%)

Users often suggest new features to enhance the BudSense platform. Our support team collects and evaluates these requests, forwarding them to our development team for consideration in future updates.

10. Menu Layout (14.5%)

The layout of your menu is crucial for customer experience. Support requests involve customizing and optimizing menu design for better navigation and visual appeal. We provide design tips and technical assistance to create a user-friendly layout.

There you have it. All our support requests are broken down into categories. You’ll see in our next list the ‘Actual Issue’ is often not quite what was identified in the initial question. This is common in troubleshooting. Especially with something as complex as cannabis products. There is point of sale syncing, multiple data sets, batch changes, and unit conversions to worry about that can all lead to a product displaying in an unintended way. 

Common Support Questions - Actual Issue

1. Customization Labels and Smart Filters (1.3%)

Users often need assistance with setting up and customizing labels and smart filters to better categorize and highlight products. Our team helps fine-tune these settings to ensure the filters and labels meet the specific needs of your dispensary.

2. Smart Filter Criteria (5.1%)

Setting up smart filter criteria correctly can be challenging. We provide detailed support to ensure that filters are applied accurately, allowing for efficient sorting and display of products based on selected criteria.

3. Feature Request (3.8%)

Users frequently request new features to enhance the BudSense platform. We gather these requests, provide feedback on their feasibility, and forward them to our development team for potential inclusion in future updates.

One of our favorite things is to watch these feature requests go down over time. We always like to learn new ways we can improve, but when we first launched this number was well over 20% because our customers were lacking critical functionality. As our products mature these requests become less frequent. 

4. Feature Walkthrough (2.5%)

Detailed walkthroughs of BudSense features help users maximize the platform's capabilities. Our support team offers comprehensive guides and demonstrations to ensure users can effectively utilize all available features.

5. Crash or Bug (15%)

Technical issues such as crashes or bugs can disrupt operations. We prioritize these requests, offering immediate troubleshooting steps and working closely with our development team to resolve issues swiftly.

Typically when a bug happens our support channel lights up like a christmas tree where multiple customers are having the same problem. This makes it easy to troubleshoot for us and get things back to running smoothly as soon as possible. The fact that multiple customers have the same issue at the same time skus these numbers a bit, our uptime is 99.97%. 

6. Syncing (17.7%)

Problems with syncing product data between the POS system and BudSense are a common reason for product information not appearing as intended. Our team assists in diagnosing and fixing sync issues to ensure your inventory is accurately reflected on your menu.

Syncing is available for our users as well. They can log into the account and push a manual sync whenever needed. 

7. Employee Settings (1.9%)

Adjusting employee settings, such as access levels and new users, can be crucial for operations. We guide users through the process of configuring these settings to maintain security and efficiency.

8. POS (14.6%)

Integration issues with Point of Sale (POS) systems can affect menu accuracy and sales processes. Our support includes troubleshooting integration problems and ensuring seamless data flow between the POS and BudSense.

9. Product Information (16.5%)

Ensuring that product information such as descriptions, prices, and THC/CBD levels are accurate is essential. We help users update and maintain correct product details to prevent customer confusion and ensure compliance.

10. Education (9.5%)

Providing education on using BudSense effectively is a key part of our support. This includes training sessions, tutorials, and resources to help users become proficient with the platform.

11. Product Settings (3.8%)

Configuring product settings correctly can impact how products are displayed and managed. Our team assists with setting up these parameters to ensure optimal functionality and display.

12. Menu Format (5.7%)

The format and layout of the menu can significantly affect user experience. We offer support in designing and formatting menus to make them visually appealing and easy to navigate for customers.

By addressing these common issues efficiently, we ensure that BudSense users can maintain accurate, user-friendly menus and provide a seamless shopping experience for their customers.