Kiosks bring a part of the digital shopping experiences in-store as well as providing a sanitary, socially distanced way to pay.
Kiosks bring a part of the digital shopping experiences in-store as well as providing a sanitary, socially distanced way to pay.
When the COVID-19 pandemic hit the U.S. early this year, many restrictions were put into place and among other safety measures, merchants that remained open started encouraging customers to use contactless payment methods. While other parts of the world were already familiar with the benefits of this payment method, the adoption in the U.S. had been growing at a very slow rate. However, the pandemic acted as a catalyst and now it’s widely being used by merchants and consumers alike. This was the turning point for contactless payments in the U.S., but I think this will also be pivotal for the adoption of self-service solutions and a growing range of use cases.
From boutique to big box, retailers of all sizes are responding to growing consumer interest in using self-service technology solutions. Surveys are consistently finding that consumer acceptance of these solutions is growing, with 73% of shoppers saying they prefer retail self-service technologies over engaging with store associates.
Quality customer experience used to be based entirely on how well employees handled face-to-face interactions. With more customers feeling comfortable with the technology at their fingertips, this has changed. There’s been a rise in self-service options across industries and markets, driven by the convenience and speed customers have come to expect in a technologically-advanced world. With self-service options, like kiosks, businesses can improve efficiency, create new business opportunities and enhance the customer experience.
Self-service innovations in the quick-service restaurant (QSR) space, including mobile order-ahead and in-store kiosks, are booming. The self-service kiosk market is expected to reach $30.8 billion by 2024. This ramp-up is likely because these innovative ordering and guest service options have been shown to improve order accuracy, increase average ticket value, reduce wait times and help collect data to inform how to better serve guests. This makes QSRs happy and it also delights the guest (or so that’s the goal). When implemented properly, these new technologies can create a positive and memorable guest experience. However, if it’s not implemented properly, that memorable experience may not be a good one.
