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Imagine a world without kiosks. A place where tasks as effortless as paying for gas, require going into the convenience store, waiting in line, and relying on the assistance of a clerk. These innovative, self-service machines, can be found around every corner and the trend is continually growing. Many companies are discovering the benefits of utilizing kiosk technology, and they are beginning to realize just how critical a role it can play in providing optimal service to their customers. With dependable, knowledgeable, and convenient assistance in a central location for any patron to access, customer service takes on a whole new meaning. If you are considering whether or not to incorporate kiosks into your customer service processes, consider these five ways in which so doing, can enhance the process and make it a more positive, effective experience for your patrons.
- Increase Associate Productivity
For starters, implementing kiosks throughout your store is an excellent way to increase the productivity of associates. Anyone who manages a company or owns a business, can attest to the fact that training and retaining employees can be hard work. Adding to the complexity of this situation is finding people who are personable and willing to learn about your product. A kiosk can do much of the same work as a human and can indefinitely take over mundane responsibilities. This frees up your associates for critical customer interactions such as greetings, answering questions, and directing patrons to the products they are looking for. With an increase in productivity, you may notice a decrease in the amount of personnel you need on your floor at one time.
- Save on Labor Costs
With a kiosk doing much of the footwork of educating, directing, and entertaining your customers, you may notice your need for associates will lessen. This is an opportunity for you to save on labor costs because you will have less people to pay. As a result, you have extra cash to spend on other important organizational functions like marketing, advertising, and product development. Additionally, the employees you are paying, may feel much more appreciated and important as their interactions will be critical instead of repetitive and mundane.
- Gather Customer Feedback
One of the most valuable ways to improve your business, modify your product, and achieve overall success, is to ask for and gather customer feedback. This important and versatile feedback can help you identify areas were improvements are necessary. It can also highlight core competencies, strengths, and weaknesses. A kiosk is a great way to ask for feedback without causing your customers to feel rushed, inferior, or uncomfortable. Rather, they can take their time answering your questions and give their honest feedback so you can have a wealth of information to draw from.
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- Incorporate Versatility
No matter the range of products and services you sell or the scope of your organizational reputation, a kiosk is something every business can use. The Kiosk Marketplace points out that everything from airline flights, DVDs, blood pressure results, and bank account transactions are completed using this technology. Because it is such a versatile resource, businesses everywhere have the opportunity to customize the technology to meet the needs of their customers, the specifications of their product, and the awareness of their brand.
- Better Customer Service
Perhaps the most obvious and important benefit of an in-store kiosk, is the option to provide customers with the highest quality customer service. By simply following the prompts and guides you have put into place, customers can learn about your product or service, make decisions about purchasing, and receive answers to commonly asked questions. Depending on how you choose to use the technology, they may even be able to make payments and perform other non-traditional tasks with the help of a kiosk.
Providing the best customer service requires time, effort, and professionalism. In-store kiosks can take some of the pressure off of associates by providing customers with everything they need in a self-service form. With a heightened degree of independence for both associates and customers, the process of serving and being served becomes less stressful, more informational, and incredibly resource efficient.