How Self-Service Kiosks Can Enhance Customer Experience

Remember the days of waiting in long lines, frustrated and fidgety, to place your order? Thankfully, those days are becoming increasingly rare. Self-service kiosks are popping up everywhere, from fast-food restaurants to airports, and for good reasons. They can significantly enhance the customer experience, which is what makes them popular.

Recent studies showed that 87% of people prefer businesses that offer self-service options. [Source] Moreover, the self-service kiosk market hit $26.45 billion in 2022 and is expected to skyrocket to $43.65 billion by 2028, with an impressive 8.71% growth rate. [Source]

But why the hype? What makes these digital self-checkout kiosks so popular with customers? Well, I will disclose that in this blog. I have explained the top ways self-service kiosks enhance the customer experience and why you should immediately tap into this innovation.

6 Ways Self-Service Kiosks Enhance the Customer Experience

1. Convenience and Accessibility

Self-service kiosks significantly enhance convenience and accessibility for customers by providing easy-to-use interfaces available at multiple locations and times. Its key features are: 

  • 24/7 Availability: Unlike cashiers or service reps, kiosks are available anytime, day or night. This constant availability reduces wait times and makes services accessible to those with irregular schedules or who need quick, on-the-go solutions.

  • Reduced Wait Times: No more waiting in long lines! Kiosks empower customers to complete transactions quickly and efficiently, saving them valuable time.

  • Multilingual Support: Kiosks can be set up to operate in multiple languages, making them accessible to a broader audience and ensuring everyone feels comfortable using the system.


2. Personalization and Customization

Self-service kiosks empower customers to personalize and customize their interactions more than traditional service methods. 

For example, in a fast food setting, customers can tailor their orders by selecting specific ingredients, adjusting portions, or opting for dietary preferences. This customization ensures that customers get precisely what they want, enhancing satisfaction. 

Here are the key ways personalization and customization are efficiently achieved in self-service kiosks:

  • Tailored Recommendations: Imagine a grocery store kiosk suggesting recipe ideas based on past purchases or a restaurant kiosk allowing you to customize your meal with specific ingredients. Isn’t that nifty? This personalization will make the experience more relevant and engaging for your customers.

  • Loyalty Program Integration: Kiosks can seamlessly connect with your existing loyalty programs, enhancing their effectiveness. This means your customers can easily access their points, redeem rewards, and receive special offers, all in one place. It’s a win-win for both you and your customers.

  • Product Information at Your Fingertips: Kiosks provide detailed product information, including descriptions, reviews, and comparisons, empowering customers to make informed decisions.


3. Improved Information Accessibility

Kiosks serve as efficient information hubs, providing customers with easy access to relevant data without waiting for staff assistance. Let me elaborate on that:

  • Interactive Wayfinding: Kiosks can be used for wayfinding, providing clear and dynamic maps and directions to help customers navigate large spaces like airports, malls, or theme parks.

  • Real-time Updates: Kiosks, the gateway to empowerment, can display real-time information, such as flight schedules, appointment wait times, or product availability. This keeps customers in control and well-informed, reducing frustration and enhancing their experience.

  • Search Functionality: Imagine searching for a specific product within a store using a kiosk instead of wandering. Kiosks can save customers time and effort.


4. Enhanced Engagement and Interactivity

The interactive nature of self-service kiosks not only enhances the customer experience but also makes it more engaging and enjoyable. Touch screens, multimedia content, and interactive menus transform transactions into dynamic and entertaining experiences.

For example, in an amusement park, kiosks might offer interactive maps, game-like ticket-purchasing processes, and fun facts about attractions, enriching the visitor experience. 

These interactive elements make the process more enjoyable and help customers feel more in control and connected to the service being provided.

5. Efficiency and Speed

Self-service kiosks streamline processes, significantly boosting efficiency and speed for both customers and businesses. Customers can complete transactions quickly and independently without waiting for staff assistance, reducing wait times, especially during peak hours. They can be used in the following ways: 

  • Self-Service Transactions: Kiosks allow customers to independently complete tasks like ordering food, checking in for appointments, or paying bills. This reduces wait times and frees staff to focus on more complex customer needs.

  • Simplified Payment Options: Kiosks offer various payment options, including debit cards, credit cards, and contactless payments, to speed up the checkout process and ensure a convenient and seamless experience for customers.

  • Order Tracking and Status Updates: Kiosks can offer real-time updates on order or appointment status, keeping customers informed and reducing anxiety.


6. Integration with Mobile Technology

The integration of self-service kiosks with mobile technology enhances convenience and connectivity. Customers can start a transaction on their mobile device and complete it at a kiosk, or vice versa, offering a seamless experience across different platforms. 

A self-service kiosk with mobile technology will provide you with the following features that greatly enhance the customer experience: 

  • Mobile App Connectivity: Kiosks can connect with mobile apps, allowing customers to seamlessly transfer information, access loyalty programs, or initiate transactions directly from their phones.

  • QR Code Scanning: QR codes can link kiosks to mobile apps or provide additional product information for a more interactive experience.

  • Mobile Ordering and Payment: Kiosks can integrate with mobile ordering systems, allowing customers to order and pay for items before arriving at the store. This further streamlines the process.

Case Study

One of the earliest adoptions of self-service kiosks was by Hilton Hotels chain across the USA. Let me walk you through their challenges and how self-service kiosks helped. 

The Challenge:

As one of the most prominent hotel chains in the world, Hilton witnessed a continuous influx of guests, especially during the holiday season.

Long queues at the front desk during peak check-in and checkout times lead to guest dissatisfaction. This also caused a lot of burden on the staff where they had to manage dissatisfied guests while ensuring they can continue to hold up their service standards.  

The Solution:

Hilton Hotels decided to incorporate self-service check-in and checkout kiosks for guests. The hotel chain introduced self-service kiosks in its lobbies, enabling guests to check in, obtain room keys, and check out quickly and efficiently. 

The Result: In February 2004, Hilton Hotels reported that soon after installing the self-service kiosks for check-in and checkout, about 13% of guests had already started using them. [Source] This also increased customer loyalty and improved customer experience.

Conclusion

Self-service kiosks are no longer a futuristic novelty but a powerful tool for businesses to transform the customer experience. From speedy transactions to personalized recommendations, kiosks offer convenience, efficiency, and fun that traditional methods can’t compete with.

Ready to revolutionize your business with self-service kiosks and digital ordering solutions? Partner with the industry leader, EZ-Chow. Book a demo today and see how our innovative solutions can elevate your customers’ experience.

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Author

Bernie Fussenegger
Bernie Fussenegger
Marketing,Branding & e-Commerce -Consultant
Click to learn more about Bernie Fussenegger

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