How Digital Kiosks Transform the Customer Experience
Blog written by Jasdeep Kohli
As self-service has become the norm throughout the COVID-19 pandemic, it is not surprising that global sales of interactive kiosks have skyrocketed in the last two years. According to the Kiosk Marketplace Industry Census, global sales of interactive kiosks reached an estimated $12.1 billion in 2021, marking a 14% gain over sales in 2020, with China dominating the East Asia market. Bank kiosks represent approximately 33% of the revenue share, while self-service kiosks hold around 18%. According to the same report, much of the growth has also been driven by a reviving retail industry, which represents the largest single self-serve kiosk user segment.
Although the sharp rise in the adoption of kiosk technology has been largely driven by the pandemic, their general benefits beyond COVID-19 have proven plentiful. They are proven to improve queue and wait times for customers, help reduce administrative overheads for a wide array of service industries and help facilitate more personalised customer service.
Here are four ways that digital kiosks are transforming the customer experience across multiple industries.
Contactless/touchless options are an expected element of most customer interactions today. Digital contactless payment has soared in recent years and has become the preferred option. In the US for example, 61% of consumers prefer to purchase from businesses that accept contactless payment, and there has been an overall 20% increase in preference for contactless operations across the board. The scope for contactless has moved beyond just digital payment, too: developments in voice, facial, gesture, and biometric technology have paved the way for a completely touchless self-service experience through digital kiosks and interactive screens.
Consumers are more used to self-service than ever, with many people finding enjoyment in taking control of their own customer experience. Self-service kiosks can act as a self-order and checkout POS system where customers can place orders and pay for goods, allowing for a completely seamless transaction. Self-service has been embraced across many industries, particularly in restaurants and hospitality venues. According to a 2019 Forbes survey, 65% of customers said they would be more willing to visit a restaurant if self-service kiosks were available. Self-service kiosks allow customers to completely drive their own experience and make more informed choices about goods and services.
Queue management solutions have come a long way in recent years, and have been smartly integrated with interactive digital kiosks to greatly reduce the hassle of waiting in line. The concept is simple: customers can simply select a service using the kiosk touchscreen before being assigned a queue number and can wait from the comfort of a seat instead of having to stand in line. Digital screens then display the number currently being served, so customers are always kept informed of their place in the queue. This has benefits for a wide array of service industries, from medical and healthcare services such as hospitals and clinics, banks and financial institutions, retailers, restaurants, cafes, and government shopfronts.
Self-service kiosks contribute to customer satisfaction in a variety of ways. Firstly, they save customers time. Self-service not only allows customers to skip queueing altogether, but it also allows customers to make selections and purchases and quickly and easily check out on their own without needing to ask for assistance. Kiosks can also provide a more personalised experience, especially if integrated with facial or fingerprint recognition or QR technology that allows customers to view past transactions and make selections based on favourite orders or past purchases.
Scala partners with many brands worldwide to deliver personalised customer experiences through interactive digital kiosks, digital signage, and marketing technology. Get in touch today to discuss your next project.
About the Author
Jasdeep Kohli, Vice President Marketing - APAC at STRATACACHE, leads the spectrum of marketing initiatives across the Asia-Pacific region, covering customer engagement & product marketing, digital and social media marketing, branding & public relations. With extensive cross disciplinary expertise in marketing, branding and management, he has been a key driver in promoting STRATACACHE as a thought leader and extending its brand presence in APAC.