Improve customer satisfaction with self-service technology
Disruptive technologies are ground-breaking inventions that fundamentally alter how consumers interact with an item or service. They find life impossible without the new technology because it is both speedier and more convenient. Because they eliminate wait times, improve average ticket prices, and boost sales during peak hours, self-service kiosks are a really disruptive technology for restaurants and retail outlets. More importantly, these improve customer satisfaction, while also allowing customers to make paced decisions and enabling them to exactly find what they are looking for. According to a study, 79% of the consumers want to keep using or increase their use of self-service technologies at retail outlets.
The retail and hospitality sectors are also still experiencing a severe labour shortage. Although consumer demand is rising as more people eat out and shop in stores, worker supply is at an all-time low. Creating as many self-service points of service as possible is the answer for many businesses. Their personnel can then concentrate on completing orders and ensuring customer satisfaction.
What is a self-service kiosk?
Touchscreen devices on a retail premise, lets people order products, make payments, or get information directly from a business. These gadgets are ubiquitous especially in quick-service restaurants where they enable customers to bypass the checkout queue and receive their orders more quickly. Research suggests that 65% of the patrons would frequent a restaurant if it had self-service kiosks. Additionally, they serve as alternatives for the checkout queues at pharmacies, grocers, and other retail enterprises.
Self-service kiosks lower operating expenses while increasing income in the retail sector. Those facing a labour shortage, allow staff to focus on other aspects of customer support. Additionally, they improve the customer experience. Self-service options typically exist as an extension of the retailers’ point of sale system, which facilitate end-to-end sales and operations for a company.
Boosting customer satisfaction
There are many ways in which self-service kiosks can improve customer satisfaction.
Direct access to professionals
The most recent generation of self-service kiosks immediately connects consumers with professional customer service agents. Compared to toll-free numbers with lengthy wait times, they're a huge improvement. Grocery shoppers will be able to utilise a similar service in the near future. A live "concierge" will aid them in making the best decision when picking out a sort of cheese or bottle of wine. The ideas from the concierge will always be available because they will have access to the store's inventory.
Enhancing client interactions
Self-service kiosks and superior customer service go hand in hand. For example, in a quick service restaurant, the worker who once manned the cash register can now focus on other customer-oriented duties, including greeting them into the restaurant (for instance). They can also assist with stocking up on supplies and cleaning and sterilising the dining room. Customer satisfaction scores significantly increase when self-service kiosks are retrofitted into existing sites.
Customisation
Giving people what they want increases customer satisfaction more than anything. By giving a customer all of their options on one screen, self-service kiosks streamline buying procedure with transparency. When purchasing a flat-screen television, for example, they can purchase a service package or make installation arrangements while still in the store.
The latest technology can be installed in a brick-and-mortar establishment to enhance customer choice and satisfaction – because this gives customers more control over their purchases. Speak to OVERSEEPOS for more information on self-service kiosks.
