Nailing Customer Experience With Self-Service Kiosks

Do you run a business? Is your customer service area often crowded? Do your customers have to wait in long lines at checkout counters? 

If so, it is about time for you to consider self-service kiosks. They make long checkout lines, crowded customer service areas, and frustrated customers a thing of the past. This technology is so much faster and more convenient—it is now difficult to imagine life without it.

So, let’s discover how it is changing the customer service landscape.

What are self-service kiosks?

Self-service kiosks are a touchscreen device allowing customers to directly connect with an organisation. A self-service kiosk also customers to receive service digitally, without needing an employee. It offers automation and efficiency in multiple ways, enhancing business operations and customer service.

Where can you use a self-service kiosk?

You can use self-service kiosks for many different functions:

• Ordering and self-checkout—let consumers order and pay at a kiosk station

• Check-in and queue management—such kiosks can check in visitors, monitor who should be allowed to enter next, alert the staff automatically, and manage a queue

• Product catalogue—you can allow your customers to browse and buy their desired products; you can also inform your customers if the product is out of stock, when it will arrive next, and pre-order it

• Customer registration—you can use self-service kiosks to build an email list and use it for personalised marketing

• Wayfinding—touch screen kiosks allow visitors to navigate through large buildings easily

What are the advantages of employing self-service kiosks?

Reduce wait times for customers

The major drawback of using an assisted service is that users have to visit a station and wait in line for their turn. Another drawback is a high customer to assisted service operator ratio, where service providers are fewer than users, leading to long queues. The long queue also causes impatience, so, visitors may not get fully engaged when they reach the staff after waiting in line for a long time.

You can employ multiple touchscreen kiosks without breaking the bank. Assisted services solve these problems by reducing wait times, efficiently attending to customers, and elevating customer happiness.

Earn higher profits

With self-service kiosks, you get a great up-selling opportunity and easy customisation. You can store customer data; analyse their buying patterns; and recommend related products during checkout. You can also ask for customer email addresses and send tailored offers to increase repeat business and build customer loyalty.

Expand the endless aisle

Shoppers know how to check product prices through in-aisle barcode scanners. But they face limitations when they want to know in how many colours the shirt is available or whether the product is vegan-friendly.

You can take customer service one step further with self-service kiosks. For example, if a customer wants to purchase a t-shirt in a larger size, the touchscreen kiosks Australia can check products at all locations and inform the customer where they are available. Also, they can advise when the t-shirt will be restocked in the current store. This way, customers will know exactly where and when to find their desired product.

The bottom line!

This is the 21st century. Now, people expect access to the latest technology everywhere they go. So, if you have not yet installed a touchscreen kiosk in your business facility, it is about time you do to keep your customers happy.

Ultimately, happy customers mean more business. A win-win!