Self-service kiosks were a hot-button issue in 2019, and it looks to be the same this year. A pillar of convenience, kiosks give customers more control over their experiences and allow them to access more information quickly and easily.
Self-service in retail evolved from analog vending machines to the high-power, internet-connected touchscreen kiosks that we are familiar with today. While the air travel and supermarket industries were quick to adopt self-service kiosks, other business owners are discovering their usefulness within their own industries.
Here are four of the most common uses for self-service kiosks in 2020:
Fast Food and Fast Casual
Forbes recently posted a piece that cited a Tillster study, which states that 65% of customers said they would visit a restaurant more often if self-service kiosk were offered. In that same study, many customers (30%) state that they’d prefer to order from self-service kiosks.
Quick-service and fast casual restaurants are beginning to adopt self-service kiosks in droves, because they are effective at increasing order sizes via upselling and cross-selling prompts. These encourage customers to add items, or upsize items in their carts.
Kiosks also streamline the entire process, from food order entry, to payment, to food prep. Customers can input orders on intuitive screens and have them sent directly to the kitchen, with all modifiers included, so they can immediately begin working on orders.
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C-Stores and Super Markets
For businesses centered on customer convenience, kiosks provide the ultimate benefit. Customers can use kiosks in a variety of ways, from self-checkout to information and price lookup. Many customers choose self-checkout because the lines usually move faster and they feel more at ease when they don’t need to worry about interacting with cashiers.
Kiosks can also be placed on the sales floor and at the ends of aisles to help customers find directions on where certain products are located in the store, and look up other product information without having to track down an employee to ask a question.
Brick-and-Mortar Retail Endless Aisle
According to Frank Mayer & Associates, a recent study reveals the average retail order total at a kiosk is 15%-20% more than a traditional counter transaction. There could be many reasons for this, but one compelling one is the endless aisle.
E-commerce retailers are capable of endless aisles, which allows customers to browse for long periods of time and view more products that may interest them. Traditionally, brick-and-mortar retailers haven’t been capable of this. Installing self-service kiosk solutions throughout the store at strategic locations may allow these retailers to mimic the endless aisle affect.
Shoppers can browse a retailer’s physical inventory, but also explore additional colors, styles, sizes, and more on the retailer’s website, available on the kiosk in the store. With this, retailers can maintain lower inventory quantities for individual products, and a wider variety of products they keep in-store.
In-Store Digital Signage
Placed strategically throughout the store or in a window display, kiosks can be implemented as dynamic digital signage to display brand stories, product demos, or more.
These can be static or interactive, depending on the retailer’s needs. Digital signage is an effective way to enhance the shopper’s in-store experience, while also highlighting your products and brand. With kiosks, you can create continuity between your in-store and online presence.
Self-Service Kiosk Versatility
By now, kiosks have been leveraged by a majority of service-based industries, and beyond. They are effective at automating processes, providing information, and engaging with customers to offer a better overall experience. We have only reached the tip of the iceberg when it comes to discovering their potential across different industries, but the consensus is that they are useful, cost-effective, and here to stay.
Touch Dynamic offers an array of self-service kiosks that are flexible and versatile enough to handle your individual needs. For more information, contact the experts at Touch Dynamic today.
