Customer Service - What Are Information / Self Service Kiosks?
The reason for the increased usage of kiosks comes down to two main factors - ease of use and convenience. Even people who are not very good with computers can use a self-service or information kiosk because it is simply a case of following the on-screen instructions. Most of them have touchscreens too - what could be easier? As for convenience, they fill in the gaps that employees cannot cover because they are overstretched with other duties. They mean that customers can receive service however busy employees are and whatever the time of day or night it is.
There are many productive uses for self-service and information kiosks in both public and private settings, with these being just some examples of how they can be used…
ATM : Outside of town centers it can often be difficult to find an ATM when you want one. By having one inside your store then customers will be more likely to buy extra items and you will also attract extra customers who will originally visit just to use the ATM but will then probably end up buying something too. By having one inside your office then productivity can be improved as employees will not have to waste their lunch break (which may well turn into an extended one) looking for one, when they would be better off relaxing.
Directions : If your employees are regularly asked for directions, whether it be to find a particular room, where a particular store in a mall is, or something else, then their attention is being taken away from what you really want them to be doing. A kiosk is ideal for having a map on and actually makes it easier for people to find what / who they want, as following directions that you have seen is easier than following ones that you have heard.
Hospitality : People, understandably, have many questions that need answering when they arrive at someplace that they have not been to before. The vast majority of those questions are the same as everyone else has, such as where things are, what times certain events are happening and who they need to speak to. At hotels, tradeshows and recreational events this is particularly so, and being busy places, there is often not an employee ready and waiting to help. So, why not use a kiosk to answer their questions for them?
Read On : Information Kiosks
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