Have you been searching for a way to engage with your customers so they experience in-store satisfaction? Customer engagement is one of the most important parts of a successful business. However, customer engagement doesn't always have to be difficult. In fact, your self service kiosk can be used as a secret ingredient in helping you create a better engagement opportunity. There are many ways to engage your customers and encourage them to participate in your business including through making it easier to see your items and order, getting customers to opt in to your loyalty program, and collecting customer data for marketing. Self-service kiosks give you a chance to reach out to your customers and create a positive experience every time they visit.
The Secret Ingredient
Staff can be scarce at certain times or in certain places. Self-service kiosks can be a way to make your business more accessible to customers. Your customers will appreciate the opportunity to buy in situations where it might not otherwise be available.
The basics of self-service kiosks
Any company that has a physical presence in the market should have a self-service kiosk version of their services, or at least product information. Kiosks are not just for retail stores, they are for any business that has customers come into its physical location. And even if your company doesn't have a physical location, there are still many times you will want to provide information about the products, services, and organization via kiosks. The primary reason for providing this information is because it can drive sales. The secondary reason is to make your customers happier, which in turn drives sales. The best place for this kind of kiosk is near the places your customers are already waiting for something else to happen. This could be inside the lobby or an office building or after entering your store. Or it could be outside a retail store on the sidewalk or inside a mall near where they park their car.
Ways to use your kiosks
In order to increase the usage of self service kiosks, some companies have been trying to promote the idea that the technology is more than just a money saver and more reliable than human beings. Instead of thinking of kiosks as a way to save time and money, we should think of it as a way to provide better customer service. A company can use kiosks for many different reasons, but they all fall into three main categories: time saving, cost cutting and customer service. Time saving is where most people start thinking about using kiosks. This can be done by having customers check in at the kiosk which will then process their information and place their order easily without waiting in a long line. In order to increase the usage of self service kiosks, companies have been promoting the idea that the technology is more than just a money saver and more reliable than human beings. Instead of thinking of kiosks as a way to save time and money, we should think of it as a way to provide better customer service. Today, self service kiosks are being used in an increasing number of locations around the world. And it's no wonder. Self-service kiosks have many benefits in addition to reducing costs and saving time. They allow companies to provide better services in a more scalable way. It is fairly easy to see why more and more organizations are turning to this technology.
Case Study - Wafels and Dinges
Wafels & Dinges, best known for its delicious Belgian waffles that come with a variety of options for toppings, has been in business since 2007, and since expanded to over 15 locations. Originally selling from a single food truck, the authentic award-winning Belgian waffle vendor has made a name for itself in its home of New York City, even appearing alongside Al Roker on the Today Show. Awards include NYC Vendy Award for Best Mobile Vendor in 2009, Winner of “Throwdown with Bobby Flay” in 2010, “Best Dessert Truck in America” by the Daily Meal in 2013, and Time Out’s “Top 5 Best Quick Serve Restaurants in New York” in 2016.
As self-service started becoming more popular in New York City and people became busier, long lines took more and more of a toll on businesses. People no longer had the time to wait in line and didn’t want to interact. Wafels & Dinges wasn’t an exception. Because of its unexpected surging popularity in a thriving city like New York, Wafels & Dinges faced significant growing pains. Lines were too long, and customers were leaving before they even got to the front of the queue. Additionally, because Wafels & Dinges is located right in the middle of a tourist capital, the restaurant also had the challenge of navigating language barriers.
The company originally tried to line-bust by having employees use tablet solutions to take orders in the queue, but even that proved not to be enough. Even with two manned registers, lines were still too long.
Since much of their business operates out of outdoor venues, Wafles & Dinges required a self-checkout kiosk solution for the operation in Bryant Park. The kiosk solution needed to be branded to create the best customer experience. Restaurant operators also needed to be able to remove the tablet from the kiosk enclosure so that it could be brought in at the end of the day.
With the new kiosks by Orda in place, customers can now place orders much more quickly and effectively. The menu layout is easy to create and the interface is easier for customers to navigate. Guests can now view the menu while placing orders, rather than reviewing the menu while trying to place an order with an employee at the counter. Customers can easily pay with credit card, Apple Pay, or Google Pay and it is integrated to Square.
Wafels & Dinges also experienced a decrease in order errors. Where before, orders were transmitted through employees, the kiosk now allows customers to enter orders and have tickets printed with all order details and instructions.
Average check size has also increased, thanks to the automated upselling and cross-selling prompts that can be leveraged with the kiosk technology.
Your self-service kiosk has options...
The thing about a self-service kiosk is that it lets the customers choose. It has a few basic options, but you can pick from among those options.
With self-service kiosks, you can streamline the ordering process. You can also make it easier for customers to find the information they need. For example, suppose you run a quick service restaurant or coffee or tea shop. To order, your customers have to read through several screens of text on your website. You can save them time by making that information available in an iPad kiosk where customers browse photos of your items, add items to their cart, join your loyalty program, and pay with credit card, Apple Pay, or Google Pay. And because tablet devices are familiar and intuitive, your staff won't need extensive training to use them or be familiar with their functionality.
You can learn more about kiosks with Square at getorda.com