Important Benefits of Self-Service Kiosk for Businesses in 2023

Customer experience and service have become major differentiators for customers; regardless of what you do, you must provide an excellent customer experience. According to studies, customers value experience as much as quality and are willing to pay more if they are given a better experience. Businesses in Dubai and throughout the UAE are rapidly transforming and transitioning to a more customer-centric business model in which the customer is prioritized.

Customer expectations are high, and competition in the country is increasing, which means that businesses will need to provide exceptional services and a satisfying customer experience to stay ahead of the competition. Self-service solutions are widely admired all over the world; in fact, businesses have observed that most customers try to solve their problems on their own before contacting customer service or sales representatives. The deep integration of the internet, smartphones, and technology in our personal and professional lives, as well as the incredible benefits of self-service solutions, make them appealing to both businesses and customers.

Nowadays, if you go out in Dubai or anywhere else in the UAE, you will see these flashy screens everywhere. There are eye-catching interactive touch screens based self-service kiosks everywhere, whether it is a shopping mall, a bank, or even a transportation hub. These machines handle everything from the most basic functions, like charging your phone, to the most complex HR and immigration tasks. In this blog, we'll look at how a company can use an interactive self-service kiosk to improve efficiency, performance, productivity, and profitability in 2023.

SELF-SERVICE KIOSK BENEFITS

1. OFFER INSTANT SERVICE

The most serious issue in the service industry is customer queues and waiting times. In addition, service agents play an important role in service delivery time. Interactive self-service kiosks are digital systems that not only provide immediate service but also digitalize your services and various internal processes. The interactive self-service kiosk is based on RTC, or real-time communication. It means that the self-service kiosk will be able to respond to customers immediately. Essentially, the self-service kiosks are linked to a mainframe or server that houses all of the data and algorithms. The kiosk only takes instructions and performs very little computing; in fact, a real-time communication link, or live link," has been established between the server and the kiosk, which makes it very fast and the customer receives an instant response. This not only improves the customer experience but also reduces service delivery time. The same service delivery can take up to four times longer with manual processes at a service counter. This instant service delivery is critical for improving customer satisfaction.

2. IMPROVE THE CUSTOMER EXPERIENCE

The customer experience is critical to the company's success and growth. Businesses devote significant resources to improving internal methods, processes, and interactions in order to improve the customer experience. The main issue with service centers is that customers will have to wait in crowded waiting areas and long, slow-moving lines. When compared to interactive self-service kiosks, service delivery time at service centers is also longer. Furthermore, the employees must work on a variety of other tasks, which lengthens the service delivery time. There are a number of other issues and factors that can contribute to a poor customer experience. The interactive self-service kiosk, on the other hand, eliminates this issue for the customer. Because there is no staff involved in the service delivery, there is no need to be concerned about staff performance or human factors. Customers are also not restricted by operating hours; interactive self-service kiosks can operate nonstop 24 hours a day, seven days a week. Customers can use an interactive kiosk whenever they want without having to wait in long lines. With a few taps on the touchscreen, customers gain more freedom, flexibility, and comprehensive information. All of these features can significantly improve the customer experience and increase their satisfaction.

3. IMPROVED RESOURCE MANAGEMENT

One of the most important and critical aspects of the customer experience and the overall performance of the business is the site staff. The footfall at customer service centers is not linear throughout the day; it increases at some hours and decreases at others; additionally, certain days of the week may have a higher influx than usual, and so on. To control expenses and operational costs, the company will need to strike a balance between peak and non-peak hours. However, adding more human resources is always expensive. On the other hand, fewer resources can have a significant impact on the branch's performance. The interactive self-service kiosks, on the other hand, are very efficient, have a shorter service delivery time, and attract more customers due to a better customer experience. When businesses deploy interactive self-service kiosks alongside regular service counters, the workload of service staff is reduced, resulting in better performance without increasing expenses. In fact, self-service kiosks can greatly reduce operational costs and allow management to plan human resources more effectively and efficiently.

4. EXTEND THE REACH OF YOUR BRAND

Everyone wants to expand their market reach, whether they are a small business or a large enterprise. Every business wants to grow and establish a presence in unexplored markets. Following a number of different strategies for that business, opening a regional office, branch, or customer service center is one of the most effective methods. However, it is not only expensive to lend a property, build an office on it, hire new employees, acquire equipment, and operate a new branch, but it also complicates management and internal processes. Furthermore, there is always a fixed running cost or operational expense to keep that branch and its employees running. This will also add to the workload of the main office or branch. However, deploying an interactive self-service kiosk is extremely cost-effective, costing only a fraction of the resources required to open a new branch or office. Above all, you can provide an excellent customer experience and 24-hour access to your services in the region, which can significantly increase customer happiness and satisfaction. Offering your services in locations where your customers and targeted audience can easily access them can greatly improve your brand's reputation and increase customer trust, resulting in increased customer loyalty and many long-term benefits. Extending brand reach is always a key to long-term growth and profitability.

5. COLLECT DATA ON BUSINESS INTELLIGENCE

Information technology (IT) has deeply penetrated today's markets, as well as our personal and professional lives. Technology is so deeply embedded in modern societies that living without it is unthinkable. And data is the lifeblood of information technology and the digital ecosystem. The interactive self-service kiosk is an excellent tool for gathering valuable business intelligence data that can assist management in making more informed decisions and developing the most effective strategies and policies. The interactive self-service kiosk can provide valuable insight into customer behavior and system usage statistics, allowing businesses to better understand their customers' needs, likes and dislikes, and preferences. The interactive self-service kiosk is equipped with powerful AI-based software that can use this data to provide a personalized customer experience based on their needs and preferences, thereby increasing customer satisfaction. Furthermore, the interactive self-service kiosk can collect valuable customer feedback. Collecting customer feedback data gives them confidence and aids in the development of their trust in the brand. Customer feedback data also provides valuable insight into customer trends, demands, and expectations, allowing businesses to improve their strategies, products or services, and communication in order to achieve higher levels of customer satisfaction and loyalty.

CONCLUSION

Customers are placed first in today's markets, and businesses are becoming more customer-centric by the day. Providing an excellent customer experience is not only a matter of business reputation or customer loyalty; it is also a matter of survival these days. Every company wants to cut costs, optimize operations, and broaden their brand reach without sacrificing the customer experience and satisfaction. Traditional business practices make it extremely difficult and costly. However, interactive self-service kiosks are the modern solution to the most fundamental problems that businesses have faced since their inception. Whether small or large in size, type, or industry, interactive self-service kiosks are equally effective and can benefit everyone