Good customer service is key to obtaining customer retention. Well-known best practices include friendly, knowledgeable, and available staff. Yet there is an often-overlooked technology that can boost your customer service when done right: self-service kiosks.
Most business owners grasp how technology can boost efficiency, but they should not underestimate the capability of self-service kiosks to improve customer service as well. The following factors will keep visitors coming back to your business again and again.
Kiosks Save Customers’ Time
Self-service, customer service kiosks are excellent at saving customers’ time. When the time a customer would spend waiting in line to see a cashier is cut in half, they will be impressed with the speed of service and satisfied with their shopping, eating, or entertainment experience.
Efficient customer service kiosks not only take the pressure off wait staff and cashiers during busy hours, but also allow customers to quickly order and bypass any potential frustrations.
Kiosks Gather Customer Feedback
Another way in which customer service kiosk technology can help improve experiences is by collecting customer feedback. After ordering, customers can leave a quick rating on the kiosks. By tapping a number on a scale or choosing a smiling, indifferent, or sad face to indicate their level of satisfaction, customers provide businesses crucial data on their level of service. This data gives businesses a chance to improve existing systems and make changes they may not have known were needed.
Offering a subtle and low-pressure rating system on a kiosk improves customer service by showing that a business values feedback and cares for its customers. Customers will feel more empowered when given the chance to share their experience with the technology and the business as a whole.
Kiosks Provide a Personalized Experience
That’s right: kiosks can personalize your customers’ experiences even more than human employees can.
When customers with accounts sign in, customer kiosks can greet them with a pop-up message of “Welcome back!” accompanied by a picture of the customer. If the kiosk offers other personalization options, the screen will then bring the customer to a familiar interface customized with their preferences, as showcased here:
According to Forbes, a survey of 1,000 consumers revealed that personalization drives impulse purchases, leads to increased revenue, causes fewer returned purchases, and increases customer loyalty.
Over forty percent of surveyed customers said they would return after a shopping experience that provided an element of personalization. Therefore, kiosks’ personalization capabilities are not to be overlooked—not only will they increase customer service, but they’ll help drive sales as well.
Kiosk customer service can make pick up smoother in all kinds of situations. Substituting a kiosk for a human employee increases customer satisfaction and personalization across various vertical markets, including but not limited to:
Self-service kiosks can perform many tasks for staff at a doctor’s office. They can facilitate patient check-in, appointment scheduling, and prescription filling. This takes the burden off the doctor and their staff and allows them to focus on providing a comforting, easy appointment for all patients. A temperature screening kiosk is also a smart addition to any medical office.
Kiosks at movie theaters bust long lines and make the customer experience more enjoyable. With ticket-dispensing kiosks, customers can pick up pre-ordered tickets or quickly purchase them on-site. This is an easy way to eliminate unnecessary congestion and confusion at the theater.
Self-service kiosks for restaurants are especially useful during COVID-19. Many customers do not want to spend much time at an indoor restaurant, and kiosks allow them to not only order ahead of time, but to also quickly check out and pick up.
Kiosks Ensure Excellent Customer Service
We’re leaving behind the notion that technology cannot provide personalized experiences. The latest self-ordering customer service kiosk technology will ensure that your business thrives and provides quality service to your customers.