Touchscreen kiosks have come a long way over the last decade or so, and they are now more capable than ever before. Touchscreen technology has improved, as has the software, and some new kiosks are now introducing video chat features.
So is video chat the best new thing to come to kiosks? Let’s take a look.
More Video Chat Kiosks Are Appearing
There have been a number of stories in recent months about new video chat features coming to kiosks.
For example, Advanced Kiosks recently introduced its ZAMOK software to provide video chat capabilities via an integrated webcam, microphone and speakers. The idea behind this is that the kiosks can be used to provide in-person consultations so that employees can help customers remotely.
What’s more, the customer does not need to request help. The kiosks will come with sensors to determine the customer’s proximity, so they can step in and help automatically. Agents will also be able to remotely manage up to 40 kiosks.
Another company, Zebra Technologies Corporation, has revealed its new customer concierge kiosk that can be used for in-store and online shopping. It comes with a camera to hold video chats and get instant answers. It allows retailers to deliver a unique experience by providing their customers with a more personalised service.
Istanbul Airport has also introduced self-service video kiosks to improve customer service and provide help for people with special needs. The kiosks can be used to provide immediate assistance for things like buying tickets and helping people to find their way around the airport.
Advantages and Disadvantages of Video Chat Kiosks
This technology is still quite new, and there are a few advantages and disadvantages to be aware of. One of the major advantages of video chat is that it could help to reduce costs because one employee can now offer live face-to-face assistance in remote locations anywhere in the world.
It also provides a faster service for customers, which is more convenient for them. And because customers are talking to a real person, it makes the experience more personal.
Overall, it could help to improve the user experience, which results in better customer satisfaction.
That being said, there are potential disadvantages to be aware of. For a start, technical difficulties could negatively impact the customer experience. If someone is not available to talk or if the video chat breaks off or suffers from a delay, this could lead to a frustrating experience.
It could also be expensive for companies to implement, and standard touchscreen kiosks can provide many of the same benefits but without the extra cost of video chat.
Privacy issues may also arise. The technology is still in its early days, and there could potentially be issues around customers not wanting to be filmed as they seek assistance.
Video Chat Kiosks: Here to Stay?
It’s too early to know for sure whether video chat kiosks will prove to be a hit. However, now that the technology is here, it’s likely we will see more of them in the future. Do the pros outweigh the cons? That remains to be seen.
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