When considering how interactive kiosks improve the customer experience, there are several areas of service to take into account.
In this blog we’ll be highlighting three of the most prominent kinds of interactive kiosks and outlining their key benefits for customers.
These are kiosks for self-service transactions, customer experience management and digital signage.
Customers can make purchases from touch screen kiosks, removing the need for a member of staff to be on hand to serve them.
During the last 10 years, interactive kiosks have been used increasingly in supermarkets, cinemas and transport ticket offices.
Naturally, they can be tailored to suit the needs of the business and the demands of customers.
Self-service screens are one of the main ways how interactive kiosks improve the customer experience thanks to several key factors.
For example, they can be accessed 24 hours a day, seven days a week if needs be, which suits customers who make purchases at atypical times.
They are also cheaper in the long run than hiring staff to perform the same functions, therefore it can be more cost effective to provide more screens to serve more customers.
And this increase in the number of kiosks decreases customer waiting times, another great way of increasing customer satisfaction.
Customer experience management systems
These systems are most commonly used to manage customer queuing.
They are often used in retail outlets, banks and council or government services.
When in operation, the system identifies an available member of staff and alerts the customers of the availability.
In addition, the system can collect data throughout the queuing process.
There are therefore three main advantages to using customer experience management systems.
Firstly – they reduce staffing requirements, secondly – they help analyse the customer journey and thirdly, the most important aspect when considering the customer experience, is that they help avoid disorganised or unfair queuing.
Another main way how interactive kiosks improve the customer experience is through digital signage.
Through monitors, organisations can display branding, marketing materials and other visual stimulants to gain the attention of customers.
The content on the screen can be changed quickly and easily, saving money for the organisation.
If used for advertising, the content of the screen can also be tailored to individual customers through targeted marketing.
This can be of benefit as this process can inform customers of information which may be of interest to them – particularly if the content has been tailored to be more relevant to them.
How interactive kiosks improve the customer experience: in summary
Interactive kiosks can have a great influence on the customer experience by providing a 24 / 7 service, significantly decreasing waiting times and providing a wealth of relevant information to those seeking it.
These are just a few of the ways how interactive kiosks improve the customer experience and if you would like to find out more of them, please contact us and we’ll be delighted to discuss them with you.