You have installed self-help automated kiosks at various strategic locations to offer your customers better device and to build up the visibility of your brand. But is that enough to get the maximum leverage out of those kiosks? Experts would say it is not sufficient. Check out some of the top rules that you should follow to ensure that your kiosk initiative is a great success.
Rule 1: Your customers should enjoy the maximum benefits from a ticketing kiosk
Self-service through kiosk deployment should offer better, cheaper and faster service for your customers. If a company fails to ensure even one of these parameters, it could actually be wasting the money spent on this initiative. Take an example of any airlines where passengers are more than ready to do check-in through the kiosks at the airport rather than standing in long queues at the counters. While an agent may be faster than a kiosk as far as the time trial is concerned, a kiosk can make it possible to conduct multiple check-ins simultaneously leading to shorter passenger queues. To cut it short, customers will only enjoy using the kiosks repeatedly if they realize that they are getting more benefits than standing in the queue in terms of their money and time.
Rule 2: Transactions should be made intuitive
The key mantra of making the kiosk strategy a successful one is to ensure that the transaction is kept as simple as possible so that it is easier to translate it into an intuitive process of self-service. In cases where customers are confused with the user interface, companies are not going to lose their customers forever. Customers will rather restart their processes on the self-service kiosk to check where they might have misread the information. Again, to take the example of airlines, the airlines in the United States have been under tremendous compulsions to bring down their operations cost, and eventually succeeded in shifting a big volume of their check-in processes to the automated kiosks.
If companies unintentionally make the mistake of adding complexity in their kiosk transactions, there is a risk of confusing or even losing their customers. If transactions on a kiosk are complicated, customers may have to stay longer at a kiosk and there is a high probability that they could get stuck and require assistance for certain clarifications. The basic objective of the transactions conducted through the kiosks should be not only to save the time of the customers but also to ensure the ease of which he or she can operate it without any hiccup.
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