Over the last decade, self-service kiosks have reshaped customer expectations and raised the bar for efficiency and convenience. Yet, brands that haven’t embraced this technology are missing significant revenue, productivity and CX opportunities.
Self-service kiosks offer a range of benefits, from increasing ticket order sizes and reducing labor overhead to enhancing customer experience. In this article, we explore the hidden cost of leaving kiosk technology out of your business plan and detail some important points to consider when implementing a strategy.
Financial Impact
Widely cited research reports self-service kiosks can increase order sizes by 10 to 30 percent in the quick service restaurant (QSR) industry. This is attributed to varying factors like upselling and cross-selling prompts, more customer autonomy while exploring menu items, customization options that cost extra, and an increased comfort level upsizing or indulging when ordering from a kiosk versus in-person.
While the QSR industry has successfully leveraged these features to drive revenue, the same financial benefits can extend to other sectors, as well.
From family entertainment centers to retailers to dispensaries, self-checkout kiosks utilize similar software prompts and consumer behavior insights to encourage higher spending and increase profitability.
In addition to maximizing transactions, kiosks also reduce labor strain by reallocating staff to more value-driven tasks. Further, the technology can bridge gaps during high-traffic hours versus adding another team member, saving on costs.
Ultimately, self-service kiosks don’t just boost revenue through larger order sizes and strategic upselling, but also help businesses operate more efficiently. Across industries, self-service is a smart financial move.
The Customer Experience Gap
In the age of Yelp and Google reviews, word of a frustrating customer experience can spread quickly. Slow service and order errors are common complaints that can be addressed by self-service kiosks for many types of businesses, from doctors’ offices to restaurants and beyond.
For customers, kiosks offer a convenient opportunity to place an order or check in without having to stand in line or wait for an employee to step up to a counter or desk. Additionally, kiosks run less risk of human error, since users can input their own information or add customizations to an order.
On the business side, ensuring a consistent message and interaction across multiple locations can be advantageous. Delivering a predictable customer experience builds loyalty and reinforces a strong brand identity. It also reduces the reliance on staff to convey messages correctly and consistently.
While nothing can replace the value of human interaction, technology like self-service kiosks can enhance the customer experience, providing convenience, reducing errors, and ensuring uniformity across multiple locations. By integrating kiosks strategically, businesses can create a more seamless and supportive interaction for their customers.
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