Why Your Business Needs a Customer Feedback System?

Why Your Business Needs a Customer Feedback System

For any business it is important to understand its customer and cater to their needs and fulfill their expectations. No matter you are a small business a large organization or a multinational enterprise, the prime aim of every business is to sustain its customer and keep growing. The business growth is impossible without customer satisfaction and customer happiness. In order to make someone happy you must know what they like or dislike and what would please them and what wouldn’t. The customer feedback can provide all these information and that is the reason why the customer feedback is so important for any business. By definition the customer feedback is the information shared or provided directly by your customers. This information is related to the business’s products, services, customer experience, customer interaction and any other aspect of the customer journey. Primarily the customer feedback data is used to drive positive improvements in the business processes, customer experience and customer journey which help businesses make their customer happy and satisfied.

Why Your Business Needs a Customer Feedback System?

Businesses keep working on making improvements, utilizing new technologies, digital solutions and much more just to make sure their customers are happy and satisfied. All these efforts consume a lot of resources and are tend to be very expensive too. But how a business will know if what it is doing is indeed improving anything? Or how a business will find out the effectiveness of the solutions, changes, strategies and planning they are doing to improve customer experience and customer journey? The best way is to ask your customers how they feel about those changes, efforts and upgrades, and if they are happy you are in right direction. That is why the customer feedback is important for the businesses.

Why Your Business Needs a Customer Feedback System?

Here is why your business needs a customer feedback system:

Understand Your Customers

Businesses need to understand their customers so they could fulfill their desires, needs, and demands. Here in Dubai and all around the UAE the market is very competitive and dynamic, which is why it is even more important to understand your customers. Whether you are a small business or a large enterprise, the customer satisfaction would be your top priority. The customer happiness is coupled with their experience and interaction. Which can be improved with the help of understanding your customer persona. This requires to collect and process a lot of customer feedback data, which is why a customer feedback system is used, it makes data analysis and collection simpler and easier. For example, most of the female customers prefer to purchase a pink mobile cover, however, the navy blue is more popular among the male customers. The teenage would like to buy video games, while older people prefer to purchase a book. That is how the different segment of customers behave differently, not only the age and gender, in fact the customers can be segmented on the bases of various personality traits, attributes, demographics, geographic, occupation and much more. A customer feedback system help businesses to fully or partially automate the customer feedback collection process, which reduces the efforts and produce more solid and actionable reports.

Understand Your Customers

Strengthen Your Relationship with Customers

When a business start collecting customer feedback and request its customers to provide their opinion and suggestions. It induced a sense of importance and connection. The customers feel that the business consider them very important and is very interested in learning about their feelings and opinions. When the customers are being asked about any particular topic or subject they feel more connected to it, and they feel they are part of the product development or research team, hence they provide detailed feedback and try to explain what they want to see in the product or service in future. The customer feedback system enables businesses to proactively collect customer feedback and let them build strategies to collect precise and valuable insight.When the customers realize they are valued by the business and their opinion matters, they feel more connected to the business and it also help building emotional connection with the business. The customers not only provide positive feedback but their level of tolerance to bear any negative or bad experience also raised and they start advocating for their favorite brand. That is why strengthening your relationship with customers is crucial and a customer feedback system makes it a lot easier to strengthen your relationship with your customers.

Strengthen Your Relationship with Customers

Evaluate Customer Journey and Business Processes

It is crucial to keep evaluating various business processes and keep assessing each and every touch point in the customer journey. The customer satisfaction is the primary goals of any business. That is why it is important to evaluate and assess all the touch points that can or may impact the customer experience or customer journey. In a single customer journey there are various processes that are designed to facilitate customer experience and to fulfill their needs. It is important for the businesses to keep improving these processes and touch points that can effect customer journey and customer experience. A customer feedback system can be a great help while analyzing and evaluating customer interactions and collecting their feedback at different points during the customer journey. Businesses can fully automate the customer feedback process, hence much less human resource is required to collect, analyze, and process customer feedback data.The customer journey is crucial for any businesses as it not only just makes your customer happy or unhappy but it also directly affects the entire brand name and it could make or destroy your brand image. That is why it is important to make changes and improvements to facilitate your customers.

Evaluate Customer Journey and Business Processes

Streamline Customer Feedback in Product Development Process

The Dubai and in fact the entire UAE is a very sophisticated market the customers here are from all around the world with slightly different preferences, needs, and desires. That is why it is extremely important for a business to offer relevant features in their services and products that can satisfy the need of a very diverse clientele. On top of that the UAE is a very modernized and advanced society, the market trends changes very rapidly, people are more inclined towards adopting to new trends and technologies. That is why the product development process has to be very effective. The customer feedback system allows businesses to fully or semi-automatically process and analyze customer feedback and it also enable the businesses to automate the data sharing which makes relevant information available to the product development and other teams instantly. The automation also enables real-time data sharing which help managers and decision makers. Especially in product development phase the business and relevant managers can easily understand the customer’s preferences and their liking about the products and even about the individual features of the products and services. This provide businesses a great advantage and help them market their new products well and also help them improve their existing products and services.

Streamline Customer Feedback in Product Development Process

Customer Feedback Convince the Customer to Come Back

The customer feedback system is a great tool which not only help businesses in collecting valuable customer feedback data but intuitive and interactive feedback collection leave a good impression on the customers. It is reality that every business can’t be one hundred percent perfect, any time due to unforeseen reasons or unexpected scenarios the customers can get unhappy. The customer feedback help healing the relationship and provide customers a platform to express their feelings, anger and unhappiness. Moreover no matter how much efforts and a resources a business puts in refining its products and services, customer journey, customer experiences and its operational capabilities, there are things that only a honest customer can reveal, the customer feedback collection is a great tool to understand those things. It help rectifying a lot of issues, give customer confidence and increase their trust. If the customers are assured that the business is eager to listen to their voice to understand their problems, they believe the business value them and that is very significant for customer loyalty and customer retention. The customer feedback system is a great tool to conduct customer feedback and surveys which help customers easily and effortlessly provide their opinion.

Customer Feedback Convince the Customer to Come Back

Customer Feedback System Helps Improving Customer Service

The customer service is the most important aspect of customer experience and in fact in the modern times, most of the customers put experience equal to the product and service quality. Which makes customer service even more important. For customer services different businesses have different channels as per their business model. However, the only goal of the customer service is to satisfy the customers by providing them good service and solving their problems. The customer feedback system help businesses conduct surveys to evaluate the customer service process, employees and other relevant aspects. The biggest advantage of the customer feedback system is its capability to integrate with other third party tools and systems. Which enables customer feedback system to share and fetch data from other systems and central information center of the business. This way businesses can link the feeds of multiple systems and they can scrutinize the highlighted aspect in the feedback data. The customer feedback system can provide data to other systems and can also fetch data from them which can be combined with the customer feedback to produce actionable reports and help management making informed decisions which help improving the customer service and raise their happiness.

Customer Feedback System Helps Improving Customer Service

Customer Feedback System Facilitate the Feedback Collection Process

Collecting customer feedback is not an easy task. Convincing customers and visitors to provide feedback manually is a difficult task. In addition to that the data quality is also reduced due to human factor. The customers feel hesitant to provide honest opinion especially the negative ones, when they are engaged with the staff. On top of that the manual data is very hard to process and is always prone to mistakes and errors caused by manual processing. Eventually the staff will have to feed the data in a program such as excel or any other similar tool to generate reports for the higher management. This whole process requires resources which is why businesses are not being able to conduct a lot of customer feedback campaigns. However, a customer feedback system is a digital tool, which can provide multiple channels, a single manager or staff can handle multiple campaigns, all the data is collected automatically. The automatic data collection can be done using in-premises touch screens, tablets, kiosks, and digital channels, such as online surveys, emails, SMS, websites and social media platforms. The involvement of multiple channels and ability to automatically collect several information and customer data from the existing systems, makes the process a lot simpler for the customers, which increase the turnover. Businesses can get more customer feedback data with less efforts, less cost, and higher accuracy.

Customer Feedback System Facilitate the Feedback Collection Process

Customer Feedback System Improves Feedback Loop

For any customer feedback campaign, the feedback management and the feedback loop are the two most important tasks. The customer feedback system help businesses in improving the both. It reduce the resource requirements, automate most of the process and facilitate the businesses with closing feedback loop too. The customer feedback loop means, collecting customer feedback data, distributing it between the relevant stakeholders, taking actions or making changes and then responding back to the customers and/or notifying them about the actions taken. This is the simplest definition of the customer feedback loop. Doing all this process manually requires a lot of resources and it makes it more expensive. However, with a customer feedback system and its ability to link with other business tools and solutions makes this process almost automated. The businesses can segregate different customer feedbacks such as NPS Score (Net Promoter Score), CSAT Score (Customer Satisfaction Score), CES Score (Customer Effort Score), General Satisfaction Surveys, Customized Customer Feedback Surveys, etc. This help them direct the data to the relevant teams and managers automatically and instantly. Furthermore the businesses can utilize the customer feedback system to increase customer engagements and at the end of the loop another survey can be conducted to learn about customer’s response and their general satisfaction on the actions taken in response to their first feedback.

Customer Feedback System Improves Feedback Loop

Conclusion

Any business wants to grow, for growth and progress the customer retention and the business image is important. Businesses do each and everything they could to promote their brand’s positive image and to satisfy its customers. But how would a business know if all the efforts and resources it is putting in to raise customer satisfaction are indeed making positive changes? The best solution is to ask your customers, moreover, if a business asks its customers to provide their feedback, suggestion and listen to their opinion the customers feel more valued and get connected to the business. It strengthens the bond between the customers and the business. Businesses can extract valuable information from the customer feedback data. For any customer feedback campaign the two most important aspects are the quantity of the data and the quality of the data. A customer feedback system automates various steps and facilitate the customer feedback as well as it also help management to analyze the data and draw conclusions form it.

Manually all this is very difficult, time and resource consuming and the data quality also get reduced due to human factor. However, the customer feedback system simplifies the feedback process and encourage more customers to provide opinion. On the other hand it also help businesses to analyze the data and share it with the relevant stakeholders. This provide several advantages and enable the business to improve products, services and take actions which can increase customer satisfaction. RSI Concepts is a leading name is customer feedback system and we also offer customized solutions. If you want to learn more about the subject or need our help with your next customer feedback campaign, please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this: Property Management Companies can Improve Customer Experience with Interactive Kiosk

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Property Management Companies can Improve Customer Experience with Interactive Kiosk

Property management companies in Dubai and all around the UAE are focusing on improving the digital brand impression and digital customer interactions. The digital customer experience is becoming more important and crucial for businesses. The real estate, rental and properties management businesses are booming in the country. In UAE the internet penetration is almost 99%, the mobile phone users are around 98% which is huge, it means almost everyone have access to the internet. The internet made people more tech-friendly, people tend to adopt to new technologies more quickly in UAE. On top of that the interactive kiosks are already very common in UAE. Whether it is a shopping mall, a public transport station, airport, and even school, hospitals and banks, we see some kind of interactive kiosk everywhere these days in Dubai and all around the UAE. That is why the general consumer in the entire UAE is quite familiar with the bright flashy interactive touch-screens.

Property Management Companies can Improve Customer Experience with Interactive Kiosk

That is why the interactive kiosk have become more like a trend now a days. Customers sometimes expect from a business to offer them something which makes them feel special and privileged hence their connecting with brand become stronger. For any business customer happiness and customer satisfaction is the ultimate goal. Because only a happy and satisfied customer will return back to the business, unhappy customer would never come back. The customer happiness and satisfaction is not only dependent on the price and product/service quality, but the customer experience is still one of the major key player in customer retention. Several studies and online surveys have suggested that the customer experience and the product/service quality both are equally important. In this blog we will discuss how a property management company can improve its customer journey and customer happiness.

Property Management Companies can Improve Customer Experience with Interactive Kiosk

Automation Enhance Customer Experience and Improve Efficiency

The interactive kiosk brings automation and digitalize various services, businesses processes and customer journey steps which brings ease comfort and convenience to the customers. The digitalization and automation also result in balanced workload for the employees. In fact the automation and digitalization of services and business processes can significantly reduce the workload of the employees and help in making them more productive and efficient. The digitalization and automation can boost various business processes, functions and bring improvements to everything which results in improvement in respective aspects. If the employee efficiency is improved they tend to provide better customer service hence it positively impact customer journey. Such improvements bring changes and betterments to the customer journey steps and make it more customer friendly and simpler. Simple and easier customer journey help businesses make their customer happy and satisfied. For property management companies the customer happiness means higher customer retention.

Automation Enhance Customer Experience and Improve Efficiency

Easy 24/7 Access to the Services

One of the biggest advantage of an interactive kiosk to the property management companies is that they can easily provide 24/7 customer services. The interactive kiosks these days comes with tons of accessories and features which enable property management companies to integrate several features and also provide them room for innovation. The property management companies can significantly improve their customer experience by enabling easy 24/7 access to their services. Businesses can install interactive self-service kiosks at their service centers, or at different locations, or even at the properties too, to provide customers, tenants or guests easy access to the company’s services and information center. The interactive kiosk can scan documents, take cash, allows transactions, and different business processes. The interactive kiosks can also scan ID cards such as Emirates ID card, Passports, RFID, QR Code, etc. Such features help businesses to innovate new features and add facilities for the customers to simplify the customer journey.

Easy 24/7 Access to the Services

No Queues and No Wait Time

The waiting lines and long queues are the most irritating aspect of the customer journey. If a customer had to wait for a long time, they start getting anxious and stressed, in such condition when they reach to the counter, it is hard to satisfy them, hence the leave unhappy and unsatisfied. This unhappiness can cause a variety of short term and long term issues for the brand. Unhappy customers can significantly affect the brand reputation and brand identity. The Dubai and in fact the entire UAE is a very competitive market. There are so many options available to a customer, that even a single bad experience could repel them. Due to this competition the customer’s standards and expectations are also very high. In such scenario the self-service interactive kiosks can be a game-changer. The interactive kiosk is available and accessible 24/7 hence people can utilize the services without worrying about the timings or waiting lines, at the business.

No Queues and No Wait Time

Sometime businesses place these kiosks at the business to expand their service counters by adding self-service counters in a branch. Sometimes businesses use these interactive kiosks to reach out to further markets, or to provide services in remote areas or areas without easy customer reach. Hence the customer don’t have to wait for extended periods of time and there are no queues either, which significantly improve customer experience and customer journey.

More Freedom and Control

When a customer if provided with more freedom and control over their interaction with the business the chances are that 8 out of 10 interactions will end up happily. When a customer has to go through the traditional journey, then they must have to wait in the queues, or maybe in the waiting area, or even if they just have to wait for a few minutes, they still know that there are people after them. The customer service agent also knows that hence the customer and the service agent both will try to wrap up everything as quickly as possible without wasting any time. This scenario is not as that ideal, the customers mostly don’t get a chance to communicate with the service agent or two discuss more things to learn more, etc. However with an interactive kiosk, there is no wait time, no service agent staring at customer’s face, everything is available to the customers through intuitive interface. The customer can easily access various different service using interactive kiosks, and they can also access useful information.

More Freedom and Control

The customers are under no pressure or waiting line or queues, they are not worried about asking the same thing twice, they have more freedom and control over the choices they make. That is why the customer experience is better and improves too.

Gather Business Intelligence Data

Business intelligence data is a key component for the strategy making and future planning process. The interactive self-servicekiosk is a great tool to collect valuable business intelligence data. Another great benefit of digital system is that it can collect data from each and every touch point of the customer journey. The data can be classified in different categories and can be provided to the relevant management and stockholders who can utilize this data to build reports, make strategies, set future goals and take actions. The business intelligence data can provide deeper understanding of the customer persona, their preferences, liking/disliking, market trends and much more. Furthermore businesses can collect valuable customer feedback data which can also be combined with business intelligence to get even better understanding of the customer’s mind, their problems, complaints, their needs and their expectations. Hence a business can invest its resources in the right direction to improve their profitability, ROI, and revenue.

Gather Business Intelligence Data

Conclusion

The interactive kiosks are a great tool to improve customer experience and customer journey. The interactive kiosks can be offered as a substitute of the traditional counter, or can be installed on remote locations and in near proximity of the customers. Hence the customer can easily access services 24/7 without any interruption or being worried about the timings of the office or traveling during busy hours, etc. The interactive kiosks help digitalizing the services which improve various business processes and further reduce the customer efforts and simplify the customer journey. Happy and satisfied customer experience lead to a good relationship with the business and help improving business’s reputation and image as well.

RSI Concepts is a leading interactive kiosk system provider in Dubai, UAE. If you are a property management company and you want to transform your customer’s experience, feel free to reach us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this: How Customer Feedback can Help Small and Local Businesses in Dubai?

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How Customer Feedback can Help Small and Local Businesses in Dubai?

How Customer Feedback can Help Small and Local Businesses in Dubai

For any small or local business it is extremely crucial to retain its customers. Here in Dubai and all around the UAE the governments are very supportive for small and local businesses (SMEs) however, the market landscape is very competitive and challenging. The customer’s demands and market trends are also changing on a rapid pace. As small and local businesses usually have limited resources so they will have to be able to utilize them more efficiently and effectively in order to secure their customer base. Businesses tend to invest in marketing, online channels and customer service areas but even then some businesses failed to attain the targeted goals. The very reason is that they don’t understand their customers. If a business communicate in the right language through right channels it can build a strong relationship with its customers and it can also gain their trust. That is why customer feedback can be very helpful for small and local businesses in Dubai, UAE.

How Customer Feedback can Help Small and Local Businesses in Dubai?

Before we discuss how the customer feedback can help businesses it is also very important to learn and understand what a customer feedback is and how a small or local business should collect it.

What is Customer Feedback?

By definition the customer feedback is the information and data shared by your customers about the problem they face, their opinions & suggestions and what they think and feel about their interaction with your business. This data or information can serve a business as a guideline for their future strategies, plans, goals and eventually overall growth in the market. It is crucial to fulfil the needs of your customers, meet their expectations and make them happy and satisfied. This is the only way a business can survive and thrive in the longer run. Now a days with the rise of online channels and digital platforms the feedback is not only limited to customer surveys, but the social media channels and the online website reviews or business reviews are also considered as the customer feedback. Especially the online reviews have become increasingly important when people search online for small and local businesses.

What is Customer Feedback?

Customer Feedback Types and How they can Help Small and Local Businesses

Most of the time business owners and managers don’t understand that there are several different types of customer feedback and each one is used to gather different types of data which can be used for different purposes. For that small and local businesses must have to understand that the customer experience and customer happiness is not only dependent on the customer service, but in fact each and every touch point in the customer journey can impact on customer satisfaction and customer happiness. That is why different types of customer feedbacks are created and all are used to get different type of data. Here are the most commonly used types of customer feedback:

  • NPS Survey (Net Promoter Score)
  • CSAT Score (Customer Satisfaction Survey)
  • CES Survey (Customer Effort Score)
  • General Rating Survey
  • Customized Survey
  • Usability Tests
  • Customer Feedback via Social Media
  • Online Third-Party Reviews & Ratings

Customer Feedback Types and How they can Help Small and Local Businesses

NPS Survey (Net Promoter Score)

For small and local businesses the NPS Survey or Net Promoter Score customer feedback type is very important it can be taken as the direct measure of the success of a business. In this type of customer feedback survey the business usually use a simple question asking them about how much they are willing to recommend the business to others. That is why it is called net promoter score. The question could be similar to the following example:

  • How Likely or Unlikely are you to recommend us to your friends, family and coworkers?

The answer to that question is usually a rating scale, which is the best way to quantify the data and extract accurate conclusion from the customer feedback. The rating scale is from 0 to 10. Where the 0 to 6 are taken as never recommending, 7 and 8 are less likely to recommend and 9 and 10 are more likely recommend.

NPS Survey (Net Promoter Score)

How NPS Survey (Net Promoter Score) can help Small and Local Businesses?

The NPS Survey or net promoter score is considered to be the direct measurement of the success and progress a business has made. It tells businesses that how many of their customers are happy from them and are willing to recommend their business to others. This number could be taken as the alarm, if the number falls that means your customers are starting getting unsatisfied. It highlights a problem so the businesses could take further steps before any more damage done to their repute. For small and local businesses the NPS score is very important starting point, as if the majority of their customers is satisfied they don’t need to invest more resources in further scrutiny.

CSAT Score (Customer Satisfaction Score)

The CSAT Score or Customer Satisfaction Score is a customer satisfaction survey, and the data compiled will tell if the customer had a good experience or not. Usually the question is generic and doesn’t specify any particular aspect or topic. However, some businesses also use a second question to get further information about what factor caused customer dissatisfaction. The questions could be similar to the following example:

  • Main Question: How satisfied/happy are you with your today’s experience?
  • Follow up Question: Please chose one of more of the following reasons that caused any inconvenience: (Staff Behavior, Long Waiting Time, Difficult Registration Process, etc.)

The CSAT Score is usually a rating scale from 1 to 5 or businesses can also use happiness meter or descriptive icons/buttons such as Very Unhappy, Unhappy, Neutral, Happy, Very Happy, etc. The CSAT score is important to understand why customers were not happy, the customer feedback can be collected at and from various different touch points to increase the visibility.

CSAT Score (Customer Satisfaction Score)

How CSAT Score (Customer Satisfaction Score) can help Small and Local Businesses?

The CSAT Score or customer satisfaction score is a very important customer feedback and it is used for different touch points. Let say businesses are using the CSAT survey at the end of a transaction, asking them about their experience, or after some time the customer made a purchase such as asking them about the quality of the product, etc. The CSAT can provide information one step further and it can narrow down the subject, hence the businesses easily know that if they have problem with their product quality, customer experience at the service center or their purchase process, etc. It also narrow down the research and analysis domain and let businesses quickly make the fixes to the respective aspect of the customer experience and customer journey. For small businesses the CSAT customer feedback data can provide them ability to efficiently use their resources to only address the actual problem.

CES Score (Customer Effort Score)

The CES Score or Customer Effort Score is a very crucial part of customer feedback data. It is used to further narrow down the reasons which are hurting customer happiness and customer satisfaction. The CES Score is measurement of the difficulties or hurdles a customer is facing while going through a business transaction, it could be availing a service or it could be making a purchase. The question could be similar to the following example:

  • How easy or difficult it was for your complete the purchase/avail our service/resolve the issue?

The typical answer is a rating scale from 1 to 5 and some marketers are also using 1 to 7 scale. Where the 1 represents the most negative answer and the 5 or 7 represents the most positive answers. Since the CES Score is a measure of the efforts exerted by a customer in a particular business transaction so a happiness meter with visuals and emoticons can also be used to let the customers express themselves in a more intuitive way. This way businesses can evaluate various business processes and then take actions to update them to make them easier and more convenient for the customers.

CES Score (Customer Effort Score)

How CES Score (Customer Effort Score) can help Small and Local Businesses?

The CES Score or customer effort score is a slightly different kind of survey it not only help identifying the issues and challenges your customers are facing but it can also be used to strengthen the relationship with the customers. The CES customer feedback data can be collected at any stage of the customer journey. Let say if business have implemented a new self-service solution, it can evaluate it using CES feedback data. Or a business can ask its customers how difficult it is to reach to the branch or if they are having difficulties in parking and so on. Such questions show customers that the business really care about them and the business is very serious is addressing each and every large or small problem its customers are facing. Small and local businesses can use CES customer feedback surveys to understand their customers’ needs and expectations and it also help them engage with them more effectively.

General Rating Surveys

The general rating surveys are used to get a quick response on a certain aspect of the customer journey and customer experience. Businesses can use general rating questions alone or coupled with other customer feedback types as well. The main purpose is to identify the areas of improvements. The general rating questions can be used to measure general satisfaction, evaluation of the staff and employees, product development and assessment of various business processes. The questions could be similar to the following examples:

  • How would you like to rate the new self-service registration kiosk?
  • How would you like to rate the new feature that we have added in our [product/service]?
  • How would you like to rate Mr. /Ms. [agent name]?

The general rating survey have usually a standard 1 to 5 or 1 to 3 rating answers, however, the 1 to 5 is most popular and also provide a better quality data. These days, instead of numbers, visuals and emoticons are also very common and can increase the conversion rate.

General Rating Surveys

How General Rating Surveys can help Small and Local Businesses?

The general rating surveys are most widely used customer feedback data type. The questions are designed to address a very specific topic and in some cases multiple questions can be asked depending on which channel is being used, and what are the objectives of the feedback data collections? The customer feedback data collected in the form of general rating surveys is highly quantifiable hence it can produce very informatics and precise reports which can help small and local businesses to refine their strategies and plan to improve the areas where they are not performing well. It can also highlight the things which customers are liking the most hence the small and local businesses can also understand customer trends.

Customized Customer Feedback Surveys

The customized Customer Feedback Surveys are usually used to get a much deeper understanding of the customer experience and their feelings. The customized surveys can have multiple questions typically ranging from 5 to 30 questions in a single survey. The reason is to acquire a high quality business intelligence data. These surveys are done in many different ways, and sometime a single customized customer feedback survey can cover multiple topics in it. The customized customer feedback surveys use different types of questions, including general rating, effort score, net promoter score, general opinion and subjective questions to acquire more specific and quantifiable customer feedback data. Businesses can use open-ended, close-ended and conditional logics to take the user through the relevant questionnaires and compile the data by applying different analytical techniques.

Customized Customer Feedback Surveys

The answers of the customized customer feedback surveys are also of different types such as, multiple choice, single choice answer, rating scales, happiness meter, Yes/No poles, etc. There are several channels that can be used to conduct the customized customer feedback surveys such as:

  • Emails
  • Online Website Forms and Landing Pages
  • Online Link via SMS
  • In-App Surveys using Mobile Applications
  • QR Code based Links
  • Social Media and other Online Communication Channels

The basic data analytical techniques such as nominal, ordinal, ratio and interval scales are applied along with customized analytical tools to generate quantifiable results. The data is highly valuable for the strategy making and decision making process. For customized customer feedback surveys businesses can use targeted groups, general audiences, customers and even employees to be able to understand the strengths and weaknesses of a business across entire enterprise.

How Customized Customer Feedback Surveys can help Small and Local Businesses?

The customized customer feedback surveys are a great chance for small and local businesses to effectively get a 360 degree visibility of each and everything that can impact their customer satisfaction and customer experience. The customized customer feedback surveys are very important in learning about customer’s thoughts, opinion, suggestions and complaints about each and everything from product/service quality to brand image including customer journey and everything in between. The customized customer feedback surveys are cost-efficient and can generate a valuable high quality feedback data which can be incorporated in policy making and planning processes to make your small and local business more aligned with your customers and targeted audience.

Usability Tests

The usability tests are part of the product/service development customer feedback campaign. With the help of other customer feedback data businesses can plan for new product/service development and the usability tests are done during or at the end of the development process when the product/service is almost ready to go live. For the usability tests businesses used a concentrated group of audience which could include premium customers, employees, and people from targeted markets, market experts, and many more. The usability test is done by sharing the complete or near-completion product of service with the audience and set a very specific feedback survey to get their reviews and opinions on certain aspect of the product/service. This provide businesses a chance to refine their products and service before launch and can also help them projecting the success of the product/service in the open market.

Usability Tests

How Usability Tests can help Small and Local Businesses?

Product development and research is a very expensive and time consuming task. Small and local businesses have very limited resources, it is a big challenge for them to launch a new product or service while making sure it could give them the break they needed the most. Hence the usability tests are used to further improve the new product or service they have planned to launch. This will provide them a chance to scrutinize their new product/service from the actual customer’s prospective even before the launch hence it provide them a chance to improve the final outcome and make it more likable and user-friendly.

Customer Feedback via Social Media

Social media is emerging as one of the most powerful marketing and communication channel not only in Dubai, UAE but all around the world. There are thousands of examples of small and local businesses going viral using social media marketing tactics. Here in the UAE people spend hours on their social media marketing channels. Collecting customer feedback form social media can help businesses to tap into a vast reservoir of useful business intelligence data. The social listening is not only limited to comments, direct messages, post mentions, etc. in fact many popular social media platforms also provide polling and survey tools to the businesses. These polling tools can be a great way to ask a quick question, and people usually don’t mind answering it either, it doesn’t require them much time to do the poll, they don’t have to sign-in or they don’t have to input their contact details, etc. all a user is required to do a single tap or just one click and their feedback is submitted.

Customer Feedback via Social Media

How Social Media Feedbacks can help Small and Local Businesses?

The social media channels can offer maximum customer engagements and a chance of gaining huge popularity. For small and local businesses the social media presence is a must to have in today’s modern age of digital and internet. The social media provide small and local businesses a chance to cost-effectively magnify the customer engagements and reach out to the wider audience. The social media comments, likes, shares and other engagements can help small and local businesses to understand their audience which helps them to set future policies and strategies. The social media polls and surveys are also a great tool to acquire bulk feedback with easy to analyze data and generate quantifiable reports while enabling the audience to give feedback within a single click or tap on the screen. The small and local businesses can generate huge and very precise customer feedback data using social media platforms and channels.

Online Third-Party Reviews & Ratings

For small and local businesses the online reviews and rating on third-party websites is extremely important. People tend to look up for small and local businesses in Google, and if any businesses is actively working on its digital strategy they must have a Google My Business page. People can come to that page and rate the business and they can also post their comments on the Google My Business pages. These rating and reviews can have huge influence on the people. If people see negative reviews they are tend to avoid such businesses. However, the biggest problem is that these rating and reviews are not in your control. So, the best a business can do is to contact those people and try to solve their problem so this won’t happen in future again. Similarly there are several third-party sites and directories which are only designed for this purpose. They enlist all small and local businesses and allow their visitors to navigate to these businesses by their industry, products and services and by location. People tend to rate businesses and post reviews on those sites also. Businesses should also keep a track on those feedbacks and try to solve the highlighted issues and problems.

Online Third-Party Reviews & Ratings

How Online Third-Party Reviews & Ratings can help Small and Local Businesses?

Several studies have shown that the online reviews and ratings are a most impactful factor in generating online leads. People who are searching for small and local businesses online let say in Google consider Google reviews and ratings a lot, and if they see poor ratings, they will not even bother to open your link or contact through your number, they will simply move on to the next business. Similarly there are online review and rating websites, which are a modern form of online business directories, and these third-party reviews and ratings sites have tons of traffic and people tend to search for small and local businesses on these websites a lot. If your rating is good, more and more people will call you or visit at your business. The only problem is that a business can’t do anything about those ratings unless it is a spam. So, a business must have to be active at least with Google reviews and local listing pages and try to solve the problem the customer had faced and keep them informed about the progress made. This can reduce the effects of the negative review and you can have a chance to get some traffic from these sources.

Conclusion

The Dubai and in fact the entire UAE is a very competitive market. Everyday more and more small and local businesses are appearing on the landscape. The customers and the audience is also very demanding and the market standards are very high. In such environment if a small or local business want to survive and thrive, they must have to make sure their customers are happy and satisfied. Customer happiness drive customer loyalty and raise customer retention. Which is considered to be a key for not only small and local businesses but for any business. The customer feedback can provide a substantial business intelligence data which can help small and local businesses to easily highlight the areas of improvement, identify new opportunities, help them with product/service development and let them understand what customers want, need and expect from them. The feedback data also provide them a chance to evaluate their existing business processes, quality and features of their products/services and the staff also. Which can be used as a guideline for the future strategies and planning.

Check out this blog: How Interactive Kiosks can Improve Customer Journey?

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How Interactive Kiosks can Improve Customer Journey?

How Interactive Kiosks can Improve Customer Journey?

If you are living in Dubai or any other part of the UAE you must have seen these glittering screens standing everywhere, whether it is a shopping mall, a bus station, a metro station or even a street these interactive kiosks are very common sighting in UAE. The reason why businesses are using so many different types of interactive kiosks is to enhance their customer journey and to improve their efficiency. Regardless of the industry, businesses are actively commissioning these AI powered high-tech interactive kiosk machines to obtain highest levels of customer satisfaction by improving the customer experience and customer journey. Another great advantage of using interactive kiosk is to reach out to the locations and areas where opening up a new branch or setting up new office is not feasible hence your customers in such locations can easily access to the services without need to travel to your closest branch or office. These benefits along with higher customer satisfaction compelled businesses to utilize interactive kiosks.

How Interactive Kiosks can Improve Customer Journey?

For any business achieving the highest of customer satisfaction is always a top priority. The customer satisfaction is dependent on the customer experience and customer journey. If a customer have a good experience and satisfactory customer journey, they are tend to become more loyal to the brand. The loyal customers are a precious asset for any business. The customer loyalty fuels long term success and sustainable growth. Happy and loyal customers also become great brand advocate and help promoting a positive brand image and add value to brand’s reputation and credibility. A well-known positive brand name attracts more customer easily. A strong brand identity also help acquiring more leads and sales with the marketing efforts. Altogether these aspects help businesses to grow faster and increase their profitability. Here is how interactive kiosks can improve customer journey:

Add Convenience to the Customer Journey

The past few years have completely transformed the customer behavior all around the world. People are more accustomed to digital interaction. With the rise of e-Commerce, mobile applications and online purchasing trends, people tend to expect some digital experience from the businesses. According to studies and surveys almost 78% customers wants to have a digital interaction or usage of technology to enhance their in-premises or at-store experience. More than 60% of the customer said they will prefer to have a digital interactive self-service solution. The very reason of this behavior from customer is that the interactive kiosks and self-service solutions offer great convenience and provide more freedom and control to the customers. That is not all, the interactive kiosks and self-service solutions also help businesses to raise their operational efficiency and help them improve their employee performance too. Which translates into higher customer retention and higher profitability.

Add Convenience to the Customer Journey

If a business meet the expectations of the customer, it become much easier to satisfy them. The customer always appreciate if they get what they are expecting, it connects them with the brand and raise their interest. It also makes the customer journey more convenient and customer-friendly. Moreover the businesses can use tactics to identify the customer and offer them personalized experience which is based on the past interactions, preferences and their choices they made last time. This also make customer journey more engaging and simpler for the customers. Furthermore the interactive kiosks always keep recording the system stats, usage data and various other business intelligence matrices which help businesses to increase customer engagements and let them make the process more user friendly and increase customer’s convenience and comfort.

Easy Access to Customer Support and Services

The interactive kiosks can operate 24/7 without any interruption. That means the customers no longer need to worry about the business timings or the traffic on the way. They can reach to an interactive kiosk instead and can avail the services or information at any time of their choice and convenience. Another important aspect of customer journey is the wait time. Studies have shown that the customer can only wait for up to 13minutes, any time longer than that will add to their anxiety and will make them worried. Hence they will arrive at the counter in an unrest state of mind, which make it extremely difficult for the service agents or employees to deliver a satisfactory customer experience. The customers would be upset, bored or annoyed, which reduce their level of acceptance, which make it difficult for the service agent to make them understand something, such scenarios lead to conflicts, disputes, and unwanted stress among both the customers and the service agents.

Easy Access to Customer Support and Services

However, with an interactive kiosk which is available 24/7 there is literally no wait time, and the customer can access it at any time. These days in UAE people are in general very used to of getting instant resolution to their problems, whether it is your flat which needs a maintenance service, or you want to purchase something, or you want to deal with your bank, everything is just a few taps on the mobile screen away. This makes customers very demanding and it have also raised their expectation. Now a days the customer wants instant resolution to their problems hence the need to access to the service instantly, the self-service and interactive kiosk solutions can provide businesses a chance to enhance customer experience and customer journey by simply making support and services available 24/7.

Intuitive User Interface (UI) Make User Journey Simpler and Happier

A business have a variety of customers, some have advanced level of technical knowledge some are simple laymen with less technical proficiency. Another big problem in UAE is that the country’s national language is Arabic, however, a large number of expatriates residing in the country are from non-arabic regions. Which makes it important for businesses to offer multi-lingual support in their interactive and digital user interfaces. Adding multi-lingual support could simplify the customer journey and improve their experience. Moreover the digitalization also enables businesses to simplify the customer journey by reducing various steps and automating various business processes. Which reduce the amount of efforts required by a customer to avail a standard service or support. The user interface not only simplifies the business processes but it is also used to provide additional information and simple navigation through support content and materials which a customer might be needing during the process. The on-screen instructions and tips also help simplifying the customer journey and raise their satisfaction.

Intuitive User Interface (UI) Make User Journey Simpler and Happier

Hardware Features Simplify Customer Journey

The interactive kiosks always come with a touch screen which makes user experience more convenient and satisfactory. Moreover the interactive kiosks can also integrate several peripherals which enhance the usability of the kiosk and allow businesses to offer multiple services and innovative solutions for the customer’s needs. Customer can scan their Emirate ID cards, Job IDs, Passport, documents and much more. The interactive kiosks also allow customer to take prints of documents and dispense receipts. Businesses can also provide online payment methods and integrate credit/debit card payments along with modern digital payment methods such as Apple Pay, Google Pay, etc. These features and functionalities help customers easily avail the services and enhance their experience. The digital screen can be used to provide information and instructions as well which also simplify customer journey and increase their happiness and satisfaction.

Hardware Features Simplify Customer Journey

Boost Employee Performance Improve Customer Journey

For any business the employee performance is very important. If your employee will perform well with maximum efficiency you can easily achieve your goals. The customer satisfaction and customer journey also depends on the performance and efficiency of the employees. If the employee work under balanced workload their performance increases significantly, if the employee work under extra workload their performance decreases. The employee performance have direct impact on the customer interaction, if the employees are not delivering quality services, no matter what else you do the customers will end up unhappy and unsatisfied. The interactive kiosks can be a great tools to reduce the workload of your employees.

Boost Employee Performance Improve Customer Journey

People prefer to use self-service solutions, it gives them independence, more control and convenience and the biggest reason is that they don’t have to wait in long queues, so having a few self-service interactive kiosks along with your existing counters could significantly reduce your employee work load which can boost their performance and raise their work quality. Hence you will be able to offer a great customer journey which will eventually increase customer retention and profitability of your business. The customer retention and profitability is a key to long term success.

Collect Business Intelligence Data and utilize it to Improve Customer Journey

Another great advantage of implementing a digital solution such as interactive kiosks is to be able to collect precious business intelligence data. The business intelligence data provide businesses with a better understanding of their customer persona and the needs and demands of their customers. Businesses can also use business intelligence data and various KPIs (key performance indicators) to evaluate and asses the performance of the employees, branch and overall the entire business. The interactive kiosk is a digital system which is capable of capturing data and information at each and every step of the customer journey. For example how much time your customers take to go through the process of a service delivery? Or how at what step or stage of your customer journey your customer decide to quit, what are the bottle necks in the customer journey.

Collect Business Intelligence Data and utilize it to Improve Customer Journey

The interactive kiosk also provide a chance to collect feedback data from the customer where a business can ask them directly about different stages and processes of the customer journey. Such information is very useful in evaluating the effectiveness and efficiency of the current business processes, policy and strategy of the business. Businesses can tap in this data to their strategy making process and utilize it during their decision making, to improve the customer journey and customer experience.

See More: 11 Customer Feedback Examples for Business Success

Conclusion

Businesses in Dubai and all around the UAE are rapidly integrating digital customer experience in their traditional customer journey to boost customer happiness and customer satisfaction. The business’s growth and success relies on the customer loyalty which is driven by the customer satisfaction and customer satisfaction is totally dependent on the customer journey and customer experience. That is why it is critical to keep improving your customer journey to be able to meet their expectations and to be able to fulfill their needs. The interactive kiosks are used to simplify customer journey and to provide them easy access to the services 24/7. Businesses can also leverage other features of interactive kiosks such as transformation and digitalization of the services, collecting business intelligence data and boosting employee performance. Moreover it is extremely cost efficient to provide a self-service interactive kiosk at the places where opening up new branch or regional office is not possible.

The interactive kiosks can help businesses in obtaining higher customer satisfaction by simply enhancing the customer journey and customer experience. That is the reason why every business should consider implementing digital solutions, self-service tools and interactive systems. RSI Concepts is a leading interactive kiosk and customer satisfaction solution provider in Dubai, UAE. If you need any help with your customer journey transformation project or if you want to learn more about the subject please feel free to reach us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this blog: The Benefits of Temperature Detecting and Monitoring Kiosk

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11 Customer Feedback Examples for Business Success

11 Customer Feedback Examples for Business Success

The customer feedback is information provided by your customers regarding your product/services, their experience and journey or their expectations and needs. Businesses always use customer feedback to assess and evaluate their performance and quality of their work. Businesses in Dubai and all around the UAE are utilizing customer feedback but most of them are still using traditional methods such as manual feedback collection with feedback forms, in-store surveys, call centers and manual feedback collection by sales or service staff. However, things have changed now, the manual feedback methods are no longer effective. A high quality and intelligent customer feedback system is necessary if a business wants to collect actionable customer feedback data. The customer feedback doesn’t only provide data but it also help strengthening the relationship with your customers. When customers know a business is interested in learning their opinion and value their feedbacks, they feel more connected with the brand and their loyalty increases. That is why collecting customer feedback is very important.

11 Customer Feedback Examples for Business Success

The customer feedback collection is also not an easy task even with the help of a digital customer feedback collection software and tools. The biggest problems with any customer feedback collection campaign are the quality of the data and quantity of the data. The feedback collection process should be intuitive and user-friendly so more customers can easily share their opinion. Collecting high quality feedback data is also not enough, if a business wants to leverage customer feedback data they must have to able to analyze it correctly to learn about the general trends, problems and challenges a customer faces, customers’ desires and expectations, and the level of customer satisfaction and happiness, etc. A digital customer feedback system provides in-built analytical tools and customized reporting module which help businesses to produce highly accurate and effective reports which can be tapped into decision making processes.

11 Customer Feedback Examples for Business Success

However, one question still remains unanswered which is what a business should ask? Whenever the marketers or business management planned to conduct a customer feedback campaign they always got confused of what they should ask and how they should ask. In fact the reason of failure of most of the customer feedback campaigns is because the businesses failed to ask right question or they failed to utilize the right channel. In this blog we will discuss 11 examples of different customer feedback collection campaigns to provide you with a chance to learn how you can also formulate a successful customer feedback collection campaign:

Examples of Customer Feedback Survey Questions

The main objective of conducting a customer feedback survey is to obtain an insight of the customer’s mind about various subjects and topics. Since the amount of feedbacks could range from a few hundred to several thousands, it is a crucial to be able to extract information in such a format which can later be analyzed easily. The data analysis help businesses produce actionable reports which can be incorporated into the strategy making or planning processes. That is why digital customer feedback systems are used to conduct customer feedback campaigns. The very first step of customer feedback campaign is creating a question or a questionnaire. Remember, it is not your customer’s job to provide you constructive criticism, it is your job to create a questionnaire which provokes their thoughts and encourage them to share information which can be utilized to reach to a conclusion.

Examples of Customer Feedback Survey Questions

Here are some examples of customer feedback survey questions:

Product Development and Product Quality

For any business it is crucial to understand what their customers think about their products and services. A business cannot succeed until they keep improving their products and services. This cannot be done without understanding how satisfied your customers are with your products, services, features, offers, etc. The product development is a continuous process hence it requires continuous feedback from the customers and of course continuous market research. When businesses collect customer feedback they can use it to either improve their existing products and services or they can use it to develop new products and services. Here are some questions that can be used to collect product development data:

  1. What is your favorite feature of our product/service?
  2. How often do you use our product/service?
  3. Does the product/service serve the desired objectives/goals?
  4. Since how long have you been our customer?
  5. What feature do you use the most?
  6. Is there any feature you would like to add in our product/service? (List or open-ended answer)
  7. What feature or function of our product/service is not good?
  8. What is the most difficult feature of our product/service?
  9. What is the most convenient and easiest feature to use in our product/service?
  10. Which feature or function of our product/service you don’t want to see in the future?
  11. Do you think the cost of our product/service is justified as per the benefits you are getting?

Product Development and Product Quality

Such questions are great to evaluate your products and services and to understand your customers’ point of view on various aspects of the products and services.This information is vital for making improvements and innovation. Businesses can develop new products and services on the bases of the customer likings and they can also improve their existing products and services to make them more desirable.

Customer Satisfaction Score (CSAT Surveys)

The customer satisfaction score or also known as CSAT surveys are very important to evaluate your business’s performance. A business’s performance, progress and success can be measured by the satisfaction of its customers. No matter how much you are investing into your product development, research, internal systems, and marketing, etc. if your customers are not satisfied then you are failing. The ultimate scale to measure a business’s success is its customer’s happiness and satisfaction. Now when it comes to customer satisfaction the biggest question arises is that how you know if a customer is satisfied? For that you should ask right questions, because in today’s world no one have time, everyone is busy, it is very difficult to extract useful information from your customers. Here are some example of customer satisfaction feedback questions:

  1. How likely are you to recommend us to your friends and family?
  2. How likely are you to recommend our (product/service name) to your family and friends?
  3. How happy or unhappy are you with the solution our team offered you today?
  4. How satisfied are you with your today’s experience?
  5. How helpful our staff was today?
  6. Do you agree or disagree that your problem was solved promptly and effectively today?
  7. How good or bad was your waiting experience?
  8. How was the behavior of our staff today?
  9. How satisfied are your with the technical proficiency of our service agent?
  10. How likely are to do more business with us?
  11. How satisfied are you with the price of our product/service comparing to the benefits you are getting?

Customer Satisfaction Score (CSAT Surveys)

In order to measure customer satisfaction, all questions should have quantifiable answers. For example, usually the answers to the above questions are on a scale of 0 to 10 or 1 to 5 and in some cases business also use happiness meter which is just a smiley emoticons describing different happy and unhappy moods. The answer and the scale should be clearly described so the customers can chose the right answer and also understand the meaning of their selection.

Demographic Data Collection

For any business it is crucial to understand the customer persona. Their demographic data is a very helpful information while making up new strategies and planning for future. Different age groups, genders and other personal traits impact on the behavior of the customers and produce different responses to different situations and scenarios. Similarly the personality trait can have a huge impact on selection of products and services as well. People from different location may have different preferences, and people who are employed could have different purchase preference than the people who are not employed. Certain age groups are interested in certain aspects of products/service and prefer certain communication methods and approaches. Understanding this all is crucial to establish a long term relationship with your customers which ensures repeated business and higher profitability. Here are some questions that can help you collecting useful demographic data from your targeted audience:

  1. Where do you live? Or Please select your city or region
  2. What is your age?
  3. What is your gender? (if applicable)
  4. What is your marital status?
  5. What is your employment status?
  6. What is your job designation?
  7. What is your education?
  8. What is your monthly/annual income?
  9. Are you the main earner in the family?
  10. How many people live in your household?
  11. Do you have a pet?

Demographic Data Collection

Obviously in the demographic questionnaire there would be some questions which your customers might not want to answer. So, it is important that only the most needed questions are mandatory. Keep the rest of the questions optional and provide your audience a facility to skip them as well. The demographic data is very helpful for communication and also help businesses to categorize different target groups and prepare campaigns accordingly. This way the outcome can be maximized and the right communication for right audience also help improving the sales and revenue. Better understanding of customer persona always help businesses to build strong relationship with their customers which is a key to long term growth and a good business reputation.

Psychographic Data Collection

Technically the psychographic data is also demographic but it is a bit more aggressive and intrusive approach. The psychographic questions can provide a far deeper understanding of customer persona and this piece of information can help businesses understand how each target group will or could respond. The psychographic questionnaire is designed to understand customers’ preferences, behavior, market trends and reasons behind their decision. This data help businesses uncover customer’s buying habits and let them project results of a strategy they are going to implement or are currently executing. In general the psychographic questions are covering a much broader subject rather than asking about the features of product or services. Here are some example of psychographic questions which can help you produce valuable business intelligence data:

  1. What is the most important thing you consider when acquiring (name or the service) services?
  2. What is the most important factor you consider while purchasing a (name of the product) product?
  3. What is your preferred device mobile or computer while purchasing online?
  4. What is the biggest problem you face when (mention something about the product/service)? Such as what is the biggest problem you face when publishing content on your business website?
  5. What digital channel/social media platform you use the most?
  6. Do you think the global warming is effecting our lifestyle?
  7. Do you prefer buying from a business who emphasize on green energy or reducing carbon emissions?
  8. How do you do the research before making a purchase decision?
  9. How important is itfor you to have the producer or service provider based in the country?
  10. Will you be willing to pay a little extra for products made with recyclable and nature friendly materials?
  11. Does social media trends influence your decision when it comes to purchase a (state the name of your industry) product/service?

Psychographic Data Collection

The psychographic questions can provide a much deeper understanding of your targeted audience or customers preferences, behavior and factors that can impact their purchase decision. The data is highly valuable and should be analyzed carefully to extract actionable reports. The business can segment the audience in different groups and then a strategy can be drawn to target those groups or make adjustments in products/services, businesses processes, communication and overall brand image to increase customers’ trust, happiness and satisfaction.

Customer Reviews by Open-Ended Questions

When we are conducting a customer feedback survey, sometimes we feel that the answers are not adequate enough or sometimes we feel that we can express is better in our own words rather by the pre-written responses. That is why businesses often use open-ended questions or also knows as open-text questions. In open-ended questions the customers are asked to express themselves, or explain or suggest something in their own words. It provide them a chances to express themselves and it also gives them a sense of importance and let them feel more connected with the business. When a business is welcoming the suggestions and comments from its customers it induces a sense of importance in their mind, they become happy when the customers know that the business give them importance and is willing to listen to their voice. Here are some examples of open-ended or open-text questions that can be used to extract valuable information from the customers:

  1. Please explain how we can improve your experience?
  2. Do you have any suggestion or additional feedback for us?
  3. Is there anything you want to add up? Please describe it here.
  4. Please feel free to let us know, how we can improve our customer service?
  5. Is there anything our service agent can do better to improve your level of satisfaction?
  6. How our service agent can improve the service quality/your experience?
  7. Think of us as a person, how would you like us to improve our relationship with you?
  8. What features are the most useful for you and why?
  9. What additional feature(s) you would like to see in future in our products/services?
  10. Please explain why you’d chose this [their response from previous question] answer?
  11. What is the most compelling reason(s) to choose our product/service over our competitor’s?

Customer Reviews by Open-Ended Questions

The open-ended or open-text questions are always hard to process and analyze. Especially when a business have large customer base and there are hundreds or thousands of responses. However, intelligent tools can be used to categorize the customer’s responses by identifying relevant keywords from their response and later these comments can be processed by the relevant departments, staff or managers. The open-ended question provide your customers a free space to express themselves and address any topic or subject they feel is important. This way businesses can get a valuable customer feedback data which can be very useful in decision making and product/service development processes.

See More: The Benefits of Temperature Detecting and Monitoring Kiosk

Conclusion

Customer feedback is an extremely important part of business intelligence data. The market research and competitive analysis alone is not enough to make you able to satisfy your customers. You must have to understand what your customers want, what they think about your products and services and what they are expecting from you. That is why businesses all over the world are always taking feedbacks and suggestions from their customers. Business in Dubai and all around the UAE are proactively adopting digital technologies and solutions such as customer feedback systems to improve the efficiency and efficacy of the customer feedback collection campaigns. The important thing in any customer feedback is the quality of the data and the quantity of the data. Both can be significantly improved if a business asks right question. To grow sales and revenue a business must be able to communicate its brand message and value proposition, in order to convey that, a business musts understand its audience. The customer feedback campaigns can provide a deeper understanding of customer persona, their preferences, liking/disliking, needs, expectations, desires and a lot more.

The purpose of writing this blog was to share examples of different types of customer feedback collection questionnaires. These questions are all designed to extract quantifiable and highly concentrated customer feedback data which can be used to analyze and evaluate various aspects of customer journey and customer experience. The open-ended questions are also very important and they can amplify the voice of your customers. Businesses should utilize the customer feedback campaigns to collect valuable business intelligence data. RSI Concepts is a leading customer feedback system provider in Dubai, UAE. If you need any help or want to learn more about the topic, please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this blog: 4 Reasons Why Self-Service Enhances Customer Experience

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The Benefits of Temperature Detecting and Monitoring Kiosk

The COVID-19 Pandemic have completely changed the ways people are interacting with businesses and even with each other. Although the year 2022 is very promising as countries all around the world are easing down the COVID-19 restriction, even in Dubai and all across UAE the government is gradually revoking restrictions. The COVID-19 pandemic have completely transformed the service base industries where the customers must have to visit the business or its branch in order to get served or to make a transaction. The COVID-19 had not just impacted businesses but common people as well. People are now more aware of their health and safety. People adopted several new things to ensure they remain safe and healthy. We see thermal cameras and body temperature detecting handheld devices everywhere. Because the high temperature is the first sign of COVID. So, the governments enforced all businesses and public places to install temperature detecting devices at the entrances. The temperature detecting and monitoring kiosk is just an innovative way to do so, although it is not mandatory.

The Benefits of Temperature Detecting and Monitoring Kiosk

As businesses and organizations are resuming to their full capacity the temperature detecting and monitoring kiosk could be a great tool to ensure the health safety of the users. Furthermore the kiosk can also include other features such as facial recognition or interactive self-service tools to further expand the usability of the kiosk. The technology and the vendor have advanced rapidly, as now a days, the temperature detecting and monitoring modules come coupled with a facial recognition system as well. Businesses are leveraging this differently as each business have a different function, however from the technological point of view the technology is same. Usually the temperature detection is done via infrared heat detection sensors. There are endless possibilities and each business can leverage this technology to in different types of kiosks but the prime goal is ensure the safety of the place and to satisfy the customer’s concerns.

Here are some key benefits of a temperature detecting and monitoring kiosk:

Safe and Contactless Screening

The COVID-19 related restrictions are finally easing up here in Dubai and also all around the UAE, however businesses and public places still require to take temperature of the people who are entering the premises. For any handheld device the security or staff must have to be within 5 feet to the person they are screening. Which also put them on the risk of getting the COVID-19. The temperature detecting and monitoring kiosk is a far better and safer alternate to the handheld devices. As the function is fully automatic, the employees don’t have to be closer to screen the customers. So there is no chance or spreading COVID-19. According to the studies the person who is taking temperature with handheld or other devices which requires them to get closer to the visitors or customers, have greater risk to getting the COVID-19 than anyone else. The temperature detecting and monitoring kiosk eliminate that risk and are much safer for both the employees and the visitors/customers too.

Safe and Contactless Screening

Can be used to Restrict Access

Public places such as businesses, government departments, exhibitions and such areas usually issue entry passes with Barcode/QR Code or RFID, the temperature detecting and monitoring kiosks can be used to restrict the access to that areas. The visitors will have to scan their entry pass or card, while doing that the kiosk can automatically detect their body temperature. If their temperature is higher, they system can automatically put them in restricted list, so when they or any of the staff member scanned their access card, the system can notify them that their body temperature is higher, and their access can be denied to prevent any harm to the rest of the visitors and staff. Businesses can also use this feature at their entrances to screen their employees on daily bases, whenever any employee have higher temperature the kiosk can notify the access system to prevent their entry into the building. This is a very useful feature and can be a great help to improve the health and safety of the employees and customers.

Can be used to Restrict Access

Increase Employees’/Customers’ Confidence and Give them a Peace of Mind

The temperature detecting and monitoring kiosks have a greater impact on employees and customers when it comes to the comfort and peace of mind. Due to COVID-19 pandemic situation many people are hesitant in going to public places, if they find a temperature detecting and monitoring kiosk at the entrance they will have a peace of mind and will have more confidence and trust on the business. As the temperature detecting and monitoring kiosk detect people who could be infected with the COVID-19 so it brings a level of health safety and security for everyone. Whether it is your employees or your customers/visitors they would know that the business has capabilities to prevent anyone with COVID-19 symptoms to entering into the building hence the environment would be safer for them. Which will induce a sense of safety and it will increase their level of trust on the business. Hence they would be more confident when they will be visiting the business. It also add value to credibility and brand reputation, as people will know they are proactively taking measures to improve health and safety conditions within their premises.

Increase Employees’/Customers’ Confidence and Give them a Peace of Mind

Automated Alerts and Notifications

Automated alerts and notifications is one of the most useful feature of a temperature detecting and monitoring kiosk. Whenever the kiosk detects a person with higher temperature they can automatically alert the concerned authorities, staff or management and provide them safe time to take preventive measures and actions to ensure the safety and health of the people inside. Especially for the medical facilities such as hospitals, clinics, testing labs, etc. this feature is very effective and useful. The temperature detecting and monitoring kiosk can be placed at all entrances to screen patient and employees entering into the facility and keep the relevant staff and authority up-to-date by providing them real-time data and alerts. Which will help them to immediately detect people with COVID-19 symptoms and separate them or reroute them to dedicated gates without endangering the safety and health of the others.

Automated Alerts and Notifications

Facial Recognition Technology

Since the pandemic have started the system designers and manufacturers all around the world have started innovative new products and solutions to help society to prevent the spread of the COVID-19 virus. The temperature detecting and monitoring kiosk is also one of the technology, although the technology was present since a long time, but the COVID-19 scenario compelled the manufacturers and vendors to refine the technology. Now a days, most temperature detecting and monitoring devices comes with a facial recognition technology as a single package. The integration of the device is also very simple and comes with standalone software applications as well. Businesses can use facial recognition technology to maintain and monitor record and history of their employees as well. The modern facial recognition cameras can even detect face with wearing a mask. The system can maintain history coupled with the face, if an employee’s temperature is just at the line for consecutive few days, the system can alert the management or administrative staff. The facial recognition can also be used for attendance and access requirements. The temperature detecting and monitoring kiosk system is highly customizable and can be programmed to perform so many different tasks as per the needs of the business.

Facial Recognition Technology

Integrated Digital Signage Display

The temperature detecting and monitoring kiosks comes with an integrated display screen which can be used as a digital signage display. The businesses can run multimedia content on it. The content could have safety and health related guidelines, COVID-19 precautions, general news and up-dates or even marketing materials. This will increase customer’s engagement and will also help businesses to communicate their brand message.The digital signage also comes with a CMS or content management system which provides businesses control of each connected temperature detecting and monitoring kiosk through remote access via online connectivity. This enables the businesses to push content to the kiosks in real-time or publish news, alerts and critical messages instantly on any of the temperature detecting and monitoring kiosk or on all of them simultaneously. The system can also be programmed to display instructions in case of higher temperature is detected which increase the usability and effectiveness of the entire system and is very helpful for the businesses and their administration.

Integrated Digital Signage Display

In-built Automatic Contactless Hand Sanitizer Dispenser

The temperature detecting and monitoring kiosk also includes an automatic contactless hand sanitizer dispenser. The dispenser is equipped with proximity sensors and it can sense when someone is near, the user just have to align their hand with the dispenser and it will automatically dispense a hand sanitizer liquid or gel. The dispenser can be configured for different quantities as well and it has adequate storage capacity. The function is completely contactless and the user doesn’t have to touch anything, the sensor can detect the user’s hand from distance and it dispense the gel or liquid on user’s hand. So the customers or employees who are entering into your premises can sanitize their hands and prevent the chances of COVID-19 virus spread.

In-built Automatic Contactless Hand Sanitizer Dispenser

Interactive Self-Service Features

The temperature detecting and monitoring kiosk comes with a 21.5 Inch or 32 Inch screen which can also have a touch panel based interface to provide functionalities for the self-service operations. Businesses can use the touch screen interface to further improve the user experience and provide them easy services. For example for an exhibition the users can register through the kiosk, their temperature is already taken, they have hand sanitizer available, and they are registering without interacting with a human staff. Which means the chances of COVID-19 virus spread are minimal. The exhibition registration is not the only service that can be offered through our temperature detecting and monitoring kiosk, in fact it includes a general purpose computer which can run any web-based or native application that is designed for Android or Windows OS. This is a great feature and it can be utilized even after a long time since the pandemic will be over. This increase the lifecycle of the temperature detecting and monitoring kiosk and ensure business will get better ROIs in the long term.

Interactive Self-Service Features

Conclusion

The temperature detecting and monitoring kiosk is a great companion of businesses to enhance the customer experience and to ensure their health and safety. The kiosk comes with various benefits such as automatic and completely contactless screening, facial recognition and access controls, contactless dispenser and interactive features to offer self-service functionalities. Businesses can use these features to improve the confidence of their visitors, customers and employees by assuring them their health and safety. The temperature detecting and monitoring kiosk also provide customization facility which enables businesses to offer innovative solutions and features that can not only assure the health and safety but also impact the user experience and user journey. The kiosk is built on generic technology platforms, which means there are tons of software applications and hardware accessories that can be integrated in the system to improve the user experience and the usability of the kiosk.

The kiosk comes in multiple sizes and with Android and Windows OS based operating system, which makes it easier to develop custom application and integrate the system with existing applications and software. The automatic alerts and instant detection can be used to alert the concerned authorities or administration when an abnormal reading is detected. Such systems also help improving the confidence of the employees and visitors and give them a peace of mind. RSI Concepts is a leading company in IT solutions and systems in Dubai, UAE. If you need a customized solution of if you want to learn more about the temperature detecting and monitoring kiosk, please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this blog: 4 Reasons Why Self-Service Enhances Customer Experience

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4 Reasons Why Self-Service Enhances Customer Experience

4 Reasons Why Self-Service Enhances Customer Experience

The customer experience is an essential part of any business’s success. For any business’s success it is critical to ensure customer retention which is driven by the customer loyalty. The customer loyalty is considered to be the foundation for the growth and success. Studies have shown that it is nine to twelve times more expensive to acquire a new customer comparing to selling to an existing customer. That could make a huge difference. Businesses invest a huge chunk of their hard earned profits into marketing efforts to acquire new customers. However, if a business keeps loosing customer and its customer retention strategy is not effective, no matter how much they invest in the marketing efforts eventually their revenue will start decreasing or their growth will be halted. In the past few years the Middle East have witnessed a huge digital transformation, and UAE is even one step ahead. The UAE is renowned for its favorable environment for technological innovation and digitalization. The digital transformation have been accelerated since past two years due to the market trends and customer’s behavior.

4 Reasons Why Self-Service Enhances Customer Experience

A majority of customers try to solve the problems by themselves before contacting customer service. For that customers generally look up for the knowledge online, social media, community forums, websites and FAQs, etc.In order to improve customer experience some businesses also offer chatbots, which is not as that good for problem solving. When customers try to solve the problem by themselves, they go through several different things which could largely impact their overall experience. These days in Dubai and all around the UAE the internet penetration is almost 99% which is staggering, the customer experience and communication is dominated by digital mediums and channels. This lead to several new trends, one of them is self-service portals and channels. Customers these days are craving for digital experience, in fact they subconsciously expect from their favorite business to offer some kind of digital interaction whether it is inside the office or remotely.

4 Reasons Why Self-Service Enhances Customer Experience

The digital customer experience is a rapidly growing phenomenon in Dubai and all around the UAE. The self-service is one of the best digital solution which not only offer convenience and more freedom to the customers but it also help reducing service cost. That is why businesses and customers equally admire self-service solutions. In this blog we will discuss how and why self-service solutions enhance customer experience and journey.

1. Self-Service Offers Convenience and Easy Access 24/7

We are living in a very fast-paced and digitally dominated world, this means that a consumer can get whatever they want and whenever they want, the smartphones have contributed majorly by offering information instantly and within a few taps on the screen, this makes us impatient. We need urgent solution and quick resolutions to our problems. A business doesn’t need to conduct customer surveys and collect feedback to understand that fact. Everyone knows the key point for a service based industry is the instant availability. If a business failed to respond proactively their customers will start getting annoyed and eventually they will switch to another service provider. For businesses who are offering services in their service centers or at a physical location, the wait time is a key player in the customer experience and customer satisfaction. If the wait time is too long, the customers will be unhappy and most probably they will remain unhappy when they will leave. That could have a devastating effects on a business’s revenue, profitability and its growth.

Self-Service Offers Convenience and Easy Access 24/7

In order to improve customer experience, the self-service portals are a great tool for businesses. One of the most impactful factor that can ruin a customer experience is delay in service delivery and waiting time. If your customers have to visit customer service centers to avail a service, the wait time can completely make or break the customer experience. That is why it is extremely important for a business to offer solutions that improve customer experience and meet their expectations. For all assistive services, the customers will have to go to the office, branch or customer service centers. Where they will have to wait in long queues. A self-service portal could prevent that. Businesses can also use self-service counters in their physical offices and customer service centers which will help them balancing the workload of the support team and also help them improve the customer experience.

Self-Service Offers Convenience and Easy Access 24/7

Moreover businesses also use self-service digital counters or self-service interactive kiosks to provide easy access to their services. Such self-service kiosks are installed in the places where customers can easily reach them, and they can avail service 24/7 without any interruption. That is a big leap towards customer satisfaction. In fact many businesses believe that most of the customers they ask them for the self-service portals and channels during their pre-sale conversations. So, self-service interactive kiosks can provide a great competitive edge as well. The self-service is not only limited to self-service interactive kiosks, in fact there are several other channels that are widely used to offer self-service modes. Such as websites and dedicated customer portals are a great channel to offer self-service remotely. This brings convenience and offer 24/7 availability which enhances customer experience and add value to customer journey and customer happiness.

2. Self-Service Empowers Customers and Provide them Freedom

For any customer service interaction the biggest challenge is the customer satisfaction. Most of the time when customers are waiting for some time, they are already anxious to quickly finish their business. When they reached to a service counter, the behavior of the service agent or the customer’s mood can heavily influence the customer experience and customer happiness. People often want to wrap up everything as quickly as possible, because they have already waited for some time and they also know that there are other people in the queue as well. So, they want to keep their interaction short, which sometimes results in unanswered questions or the questions that a customer never asked, this cause them to leave unhappy or unsatisfied. However, with a self-service counter or any self-service channel the customers don’t have any kind of pressure, they have full freedom, they can spend as much time as they want and they can explore the information center for as long as they are satisfied. They can compare different services, different plans, and much more. This provide them with freedom and comfort and results in an excellent customer experience with higher customer satisfaction.

Self-Service Empowers Customers and Provide them Freedom

The self-service channels always allow customers to interact with businesses through an intuitive UI (user interface). These UIs are designed to offer a well-organized navigational structure which provides an easy access to all available information and features. The customer are completely free to explore as many options as they want. In case of interactive kiosk, the customers are provided with additional features such as EID readers, passport scanners, document scanner & printer, payment and cash deposit, link to the call center and much more. These features significantly improve customer experience and make each transaction easier and convenient. Other self-service channels such as mobile applications, websites, online customer portals, etc. provide more freedom as the customers can access the services from their home or office or on the go through their smartphones or mobile devices. If a business offers maximum level of convenience and freedom to its customers and try to match their expectations, the customers will feel more connected to it. It increases their satisfaction and gain their trust. The customer loyalty is one of the major contributor to a business’s growth and success.

3. Self-Service Offers Personalized Customer Experience

The personalized customer experience is designed specifically for a customer as per their needs, preferences and interests. The personalized customer experience let customers feel more connected to the brand and they will get an impression that the business value them and care for them a lot. Which will inspire their loyalty and can have various other benefits for the business and its reputation. The personalization can be done on different levels by utilizing the available customer data and records of their previous interactions. The personalization let the businesses to customize the entire self-service dashboard or UI as per the preferences and needs of the customers. Businesses can also automatically push relevant data and information to the customer’s UI on the bases of their persona. The studies have shown that each passing year is making customers more willing to share their personal data with the companies to boost their personalized experience despite rising awareness about the internet privacy. The consumers in general are now realizing that the personalized experience is more beneficial and convenient for them.

Self-Service Offers Personalized Customer Experience

The personalized customer experience is achieved by the customer data, their demographics, their purchase history, their previous complaints, and even their interaction across all service channels. This data could be too much to process by a busy customer service agent, however a digital system with in-built data analytical tools can easily process this data and accordingly it can modify the customer interaction by simply providing them with the relevant information. This also boost the speed of the service delivery process, and also help businesses to increase upsell. Moreover the businesses have realized that one-fit-for-all doesn’t work anymore. The customers prefer a more personalized experience where they feel the business prioritize them and value them. The personalization when blend with digital customer experience also increase the comfort and convenience, for example, if a customer want to avail a service which require them to do a payment, they can update the information and upload their document via their mobile app or web portal and then they can reach out to a self-service interactive kiosk or a branch to make the payment. This provide more freedom and let customers control several service delivery steps and business processes.

4. Offer a Single Support Hub and Build Communities

The studies have shown that a majority of customers try to solve their problems by themselves before visiting or contacting customer support. That means a customer expects from a business to offer them a knowledge base or information online so they could solve their problems by themselves. That is why the self-service portals and channel are very important. It is crucial for a business to offer the centralized information center or knowledge base which provide information on how the customer can solve their regularly occurring problems, such as service and product related issues, general complaints, customer accounts, payment related issues, documents and personal information, and regular tasks that a customer might have to perform. This information will help them solve most common problems without engaging with the customer support. Moreover businesses can build online communities, forums and social media channels to let their customers connect with each other. Such digital channels are very helpful and help building customer loyalty also.

Offer a Single Support Hub and Build Communities

The demand for simplicity, immediacy and engagement is increasing day by day with the digital technologies and technology integrating deeply into our daily lives, the demand for digital customer experience and digital interaction has risen to the highest. Business can use digital channels such as interactive self-service kiosks, online forums, FAQs, websites and social media to proactively offer solutions and support to the customer even before the questions have been asked. Such tools are very helpful in improving customer experience and building a good brand reputation. Businesses can also use the customer data and business intelligence to analyze the customers’ needs and demands, which enables them to provide relevant information to each customer by improving personalized customer experience and they can improve their future strategies by modeling customer behavior and understanding market trends. Which will help them to improve customer experience across all touch points.

Read More: Fully Automated Hotel Reception with Interactive Kiosk

Conclusion

As per a report from Microsoft, almost 96% of the customers believe that the customer service is the most important factor in their selection. The satisfactory customer experience can drive loyalty and customer loyalty drives sales and generate revenue. It is extremely crucial for a business to meet the expectations of the customers and fulfill their needs. Everyone likes simple, quick and convenient solution for their problem. Providing self-service experience with the interactive kiosks installed at convenient places and easy to reach areas can be a great competitive edge. Integrating online channels such as websites, customer portals, mobile apps, and digital channels can genuinely enhance customer experience and customer happiness. RSI Concepts is a leading customer journey transformation solution provider in Dubai, UAE. If you want to learn more about the subject or want to get an enquiry, please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this blog: Customer Service Interactive Kiosk with Video Link

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Fully Automated Hotel Reception with Interactive Kiosk

Fully Automated Hotel Reception with Interactive Kiosk

These day’s hotels are facing huge changes in customer behavior, their needs and expectations. The Dubai and in fact the entire UAE is a tourist hotspot. This means that the country welcomes millions of guests throughout the year. That is why the hospitality industry sector is also huge, well-established, and standards and regulations are also higher. For the hotels it is extremely important to meet the expectations of the guests, as it will bring repeated business, positive brand promotion, internet reviews and referrals which is a key to long term growth and success in hospitality sector. For the hoteling businesses it is crucial to build a positive reputation. Mostly guests are coming from overseas, and even the local guests too prefer to search online before deciding for the hotel reservation. These days due to COVID situation, businesses all over the world have heavily integrated digital solutions and systems to maximize the digital experience of the customers and to provide them quick and easy access to their services. The hotels all over the world are adopting interactive self-service kiosk technology to offer self-service and fully automated receptions.

Fully Automated Hotel Reception with Interactive Kiosk

The hotel reception is the first physical interaction of the guests with the hotel. It is extremely important to imprint an excellent first impression. This first impression will last for a long time and if it is satisfactory, the guests will keep choosing you over the others. Basically it is all about the psychology of the guests, think from a guest’s point of view, if you are traveling for the first time, or if you want to spend a quality time with your family or friends or if it is a business meeting, the guests would be hesitant for the first time. If their first or previous experiences are great with a hotel, the same feeling will come when they think of selecting another hotel. If a hotel succeeds in satisfying the guests, then most probably the guest wouldn’t bother looking into other hotels, the will simply reserve with you to save time and hustle. That is how a hotel can get repeated business. For the satisfactory customer experience the very first thing that matters is your first impression. If your first impression is great it will provide you leverage throughout their stay. That is why in order to boost this first impression hotels are adopting fully automated hotel reception and self-service interactive kiosk solutions.

Fully Automated Hotel Reception with Interactive Kiosk

In this blog we will discuss key points of moving from a tradition to fully automated hotel reception and the key factors that can transform your guests’ first impression with the help of interactive kiosks.

What is Interactive Kiosk?

An interactive kiosk is basically a computer placed on a public place for public use. Unlike a personal computer the interactive kiosk is designed to perform certain tasks and allow users to do certain transaction. In some cases the interactive kiosks are also used to provide access to the internet, even then it will remain a public computer and anyone can use it, but no one can personalize it and it also doesn’t allow anyone to install their own applications and programs. These days the technology used in interactive kiosks is either Windows based computer station or Android based computers. Both are used for different applications. The interactive kiosks are also different from personal computer as they provide a certain set of peripherals and features to enable the users to perform certain tasks. In Dubai or anywhere in UAE the interactive kiosks are a common sight, if you are living anywhere in UAE you will be seeing them everywhere, from airports, to shopping malls, and from educational institutions to businesses.

What is Interactive Kiosk?

What is Fully Automated Hotel Reception?

The fully automated hotel reception is a digital alternate to the traditional hotel reception where a customer service agent or receptionist interact with the guests and provide them certain information and also check then in or out. The word automated means certain features that allow the guests to avail all services that a hotel reception is offering without but any human interaction. That means there is no staff present at the station and the guests can use tools and features of the fully automated hotel reception interactive kiosk to avail all the services in a self-service mode. Whether it is a check-in/out or changes in the reservation or upgrade. The fully automated hotel reception also provide all the information that a guest might be needing before or during the check-in/out process without any human interaction or staff’s involvement. That is why it is called fully automated hotel reception. During the modern age of technology and dominance of digital, the fully automated hotel reception is far much better in some aspects than the traditional hotel reception. It also help improving the guest’s experience and satisfaction.

What is Fully Automated Hotel Reception?

 

Fully Automated Hotel Reception with Interactive Kiosk

The hotel reception can be automated with the help of interactive kiosk. The hotel reception kiosk consists of an interactive kiosk unit with an information kiosk. Both the information and the hotel reception features can be incorporated in a single kiosk as well. Any digital interactive kiosk consists of a user dashboard or UI (user interface), a server and a content management system or administrative dashboard. The interactive kiosk usually have windows based in-built computer module or in some cases Android based modules are also used. There are some peripherals such as ID scanner, barcode and QR code scanners, passport scanner and in some cases document scanners are also provided. Sometimes a guest might need to print receipt or invoices for that thermal printers and a regular A4 size printers are used. The server is the main brain of the system, it runs all the algorithms and logics. The UI is the software that is provided on the interactive kiosk where the guests can interact with the system. Everything is linked to the server via internet or network connection. That is how a fully automated hotel reception with interactive kiosk is build.

Fully Automated Hotel Reception with Interactive Kiosk

 

User Interface and User Experience

The interactive kiosk comes with an in-built touch screen, sometimes physical keyboard and track-pads are also used. However, these days only the touch screens are preferred. When a user arrive at the hotel, at the reception area a big bright screen attracts welcomes them with an eye catchy welcome message or branding adverts. If a user have a booked reservation they can log-in to the system using their booking number, or scanning a barcode/QR code. Once a user signs-in they are being provided with the available options. The users can check-in using the required method as per the hotel’s policy. For example if a guest is required to provide their passport or Emirates ID, they can scan them via the dedicated scanners on board. Then they can check-in or either they can modify their booking, they can also upgrade their plan and are able to perform any other functionality the hotel offers them. In some cases additional costing maybe involved, so the interactive kiosk also provide facility to either deposit cash or pay with the credit/debit card. The customers can also use their bonuses or reward points against the cost.

User Interface and User Experience

If a guest doesn’t have any reservation or prior booking, they can also do that instantly via the interactive kiosk. For the users who need only the information, it can be provided within the same UI. Some hotels prefer a separate self-service information desk to prevent any queue or crowd on the interactive kiosk. Each hotel have different policy, some offer digital room keys, which can be printed in the form of QR code or barcode. Some offers physical keys, and some even provide facility to dispense the hotel room key from the hotel reception kiosk. The layout and design is kept very simple and the information, the buttons and color schemes are specifically selected to increase readability, simplicity and convenience of the users. The user interface can be offered in multiple languages as per hotel’s needs.

User Interface and User Experience

The biggest advantage is that the guests, don’t have to wait in long queues, and there is no ambiguity remains in communication, all the information are provided on the kiosks, can also be shared to the guests’ mobile phones or emails. The fully automated hotel reception interactive kiosk also remains available for 24/7 without any interruption. The access to the information is simpler and easier, the users can get as much information as they like.

System Server and Main Software

The main software or system server is the brain of the system. It is commissioned on a server or in the local data center. It depends on the IT infrastructure or the needs or policy of the hotel. The fully automated hotel reception interactive kiosk system have in-built statistical and analytical tools as well. These tools can capture data at each and every touch point of the user interaction and it also keep record of the performance and usage data of the system. The content management system enables the hotel management to keep the information up to date on the interactive kiosk and the information desk. In any case if the single kiosk is used for both purposes the content management system or CMS provide facility to keep the information up-to-date. The user data can also be stored and later extracted for the marketing purposes. The administrative dashboard is used to push policies and publish information on the network. It can be controlled remotely from the head-office or local office as well. The hotel management can also boost their upselling goals using the interactive kiosks. The business intelligence data can be compiled in actionable reports which help hotel management to make improvements and draw future strategies to boost guests’ experience and growth.

Read More: 8 Proven Practices for Successful Customer Feedback Management

System Server and Main Software

Contact-less Self Check-In Mobile Module

The fully automated hotel reception interactive kiosk system can also be integrated with a dedicated mobile app or any existing hotel mobile application. The system is fully capable to integrate with the web-based apps as well such as online guest portals and hotel website. The online features always help to enhance digital customer experience and are a great tool to add value and convenience to the guest’s experience. The mobile app can provide facility to upload identification documents, make payments and self-service check-in/out functionalities. The mobile apps can be used to provide additional information such as city attractions, near-by facilities, emergency services details, recommendations, taxi services information and much more. The mobile apps for fully automated hotel reception system can be used to personalize the user experience on the bases of their previous interaction, their details and even the hotel management can also build customized customer personas to cater relevant information.

Read More: Benefits of Airport Kiosks in 2022

Contact-less Self Check-In Mobile Module

Customer Feedbacks and Suggestions

Customer feedback data is an integral part of the business intelligence data. These days any business require high-level planning and future proof strategies to ensure long term growth and success. The customer feedback can be collected using any channels within the system such as the fully automated hotel reception interactive kiosks, information kiosks, mobile apps, online or websites, emails and SMS or even via QR code based online surveys. The customer feedback provide a deeper and very precise understanding of the guests’ minds and their preferences. On that information a hotel can easily built their future strategies and communication or marketing campaigns to attract more customers. Along with the customer feedbacks all the relevant channels can be made available for the guests to share their suggestions or even official complaints can also be streamlined through the interactive kiosks, website, or mobile application. All these channels provide user information which can be helpful in personalizing user experience and user journey. In long run such facilities are very beneficial for the hotel.

Read More: Top 10 Self-Service Technologies for Business in UAE

Customer Feedbacks and Suggestions

Benefits of a Fully Automated Hotel Reception

The technology have developed to a stage where it is impacting on each and every aspect of our daily life. Whether it is our personal life or work or recreational activities or travelling, the technology had made its way to everywhere, far deeper than we usually understand. This has revolutionized some of the industries, especially the hospitality sector where the very basic need is to provide excellent service and a great user experience the technology is playing an important role. Hotels all over the world are rapidly adopting to new systems and solutions to make sure they are ahead of the competition. Here are some benefits of the fully automated hotel reception system:

  • Provide hustle free check-in/out, 24/7
  • Avoid queues and waiting lines on the reception
  • Enable easy access to the information
  • Offer more flexibility and control to the guests/customers
  • Effectively monitor and evaluate the guests’ experience and interaction
  • Offer unique and personalized guest experience
  • Collect business intelligence data and customer feedback
  • Offer contact-less experience with the mobile apps and online channels
  • Drive sales and boost upselling tactics
  • Reduce resource consumption and boost profitability

Benefits of a Fully Automated Hotel Reception

These are the few key advantages a hotel can have with the fully automated hotel reception interactive kiosk system. There are several other advantage of digitalizing guest experience. The hotels and entire hospitality sector relies on the customer satisfaction which can be achieved by offering excellent services, simpler interaction and keep making improvements. All that can be achieved with the help of afully automated hotel reception interactive kiosk system.

Read More: How a Customer Feedback System Helps Your Company Grow

Conclusion

The Dubai and in fact the entire UAE is a tourist hub, people from all around the world came here for tourism and for city attractions. The hospitality sector is booming, the competition is very high and the customer’s expectations are even higher. This begs an important question, how to beat the competition. For any customer service based industry there are two major things that drive customers’ trust and loyalty, one is the service quality, the other is the customer experience. For any hotel or hospitality business the guest’s experience and satisfaction is everything. The fully automated hotel reception with interactive kiosk is a great tactics to achieve your long term growth goals. It not only enhances customer experience and help building brand image, but it also collects valuable business intelligence data which can be used to further improve and update business’s policies and guests’ experience.

RSI Geeks is a leading name in customized interactive solutions and our in-house fully automated hotel reception system and interactive kiosk is a result of more than a decade-long journey of improvements and refinement. If you want to learn more about the subject or if you want to get a quote for the system please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this blog: Customer Service Interactive Kiosk with Video Link

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How a Customer Feedback System Helps Your Company Grow

How a Customer Feedback System Helps Your Company Grow

The customer feedback is a very valuable data and it help companies in decision making and evaluating the overall performance of the company. The customer feedback data also provide a deeper insight to the customers’ minds and let companies understand the expectations and needs of the customers. Customer centric companies are always proactive in finding and implementing solutions that can help their customers and improve the customer experience. Here in Dubai or any other part of UAE the markets are very competitive and the customers are very demanding. Your customers have too many options to switch at any point of time, it is crucial to listen to their thoughts, opinions and suggestions. That is why companies often collect customer feedback data. While collecting customer feedbacks companies face a lot of problems such as sheer size of the feedback data, abundance of digital communication channels and one of the biggest problem is the analysis of the data.

How a Customer Feedback System Helps Your Company Grow

It is very difficult to boost the response rate and improve the quality of the customer feedback data. On top of that the customer feedback data should be shared and processed in order to produce actionable insight. Collecting customer feedback data manually is not as that effective, it comes with several problems and complexity. A high-quality customer feedback system can aid collecting customer feedback, it can improve response rate and data quality. The in-built data analytical and reporting tools make sure that the customer feedback data is processed easily to produce actionable insight.

How a Customer Feedback System Helps Your Company Grow

The customer feedback system comes with a powerful software engine with intelligent algorithms which organize customer feedback data. With a customer feedback system also automates various processes and steps of collecting customer feedback data which also reduce the cost of the campaign. Understanding your customer’s needs and their expectations is crucial for building a good relationship. Evaluating your products/services and various business processes can help product development and operational efficiency. All these factors are crucial for a sustainable growth. In this blog we will discuss how a customer feedback system can help your company to grow and build a good reputation.

Improve Customer Relationship and Gain Trust

For any company it is crucial to build a strong relationship with its customers. One of the most common reason for customers quitting on a company is because they feel the company doesn’t care much about its customers. Everything that can go bad in a customer experience can fuel this ideology. That is why when a company start listening to its customers and they start requesting them to share their opinion and suggestions the customers feel more connected to that company and it makes them feel a sense of importance and care. Resultantly the business gain more trust and the customer retention. The customer retention is key component for the growth and success. The customer retention can only be achieved if a company succeeds in establishing a strong bond with its customers. This bond drives customer loyalty, and the customer loyalty is considered to be the foundation for long term growth and success.

Improve Customer Relationship and Gain Trust

Studies have shown that it is nine to twelve time more expensive to acquire a new customer comparing to selling to an existing customers. That could have a huge impact on the overall profitability of a business. If a business keep pouring resources in acquiring new customers and failed to sustain the existing customers, its long term growth will be jeopardized. That is why giving you customers a sense of care and importance is very important for a long term success.

Build a Successful Customer Feedback Strategy

Building a successful customer feedback strategy is crucial to achieve the objectives of your customer feedback campaign. The customer feedback strategy includes each and everything from the selection of feedback channels to the data analysis, reporting, data distribution and even a plan for taking actions and incorporating the customer feedbacks into your future strategy. Each strategy revolves around a problem and its solution. A company should know what resources it has in hand and what more it can acquire to achieve a goal which is obviously a solution to a problem. A customer feedback collection campaign the strategy can be made by answering a few simple questions:

  1. What are the objective or what aspect you want to evaluate?
  2. What type of customer feedback surveys you should do to acquire the relevant feedback data?
  3. What channels do you need to conduct those surveys?
  4. How you will be storing and analyzing the data?
  5. How you will have to distribute the data?
  6. How you will take actions?

Build a Successful Customer Feedback Strategy

With the help of a customer feedback data executing this strategy is fairly simple. The digital features of the customer feedback system minimize the resource consumptions and prevent extra strain on the feedback management team. Here are some advantages of using a customer feedback system:

  1. Improve Customer Experience and Increase Response Rate
  2. Automate Various Steps and Minimize Cost
  3. In-built data processing and analytical tools
  4. Automated Mechanism for Alerts and Time Sensitive Tasks
  5. Higher Data Accuracy and Quality
  6. System Integration and Automatic Data Distribution

These features can maximize the output of the customer feedback campaign and produce highly accurate reports which can be used to point out areas of improvements and help businesses making informed decisions and building their future policies to maximize customer happiness and customer satisfaction. Which is a key to success and long term business growth.

Streamline Customer Feedback from Multiple Channels

In this modern age of internet and digitalization it is very obvious that a business must have to utilize maximum communication channels to reach out to its targeted audience. Sometimes a same customer feedback campaign utilizes multiple channels to maximize the response rate, and sometimes different channels are used for different types of feedbacks. A feedback channel is basically a medium to reach out to the customers for the feedback for example, a touch screen or tablet at the customer service centers, online survey links via Email or SMS, In-App surveys, Website surveys, social media platforms, WhatsApp Surveys, etc. and so on. These all are the types of different customer feedback channels. A customer feedback system collects the data from all the channels and compile the relevant data into a single data chunk or data category. Sometimes the feedback data itself is segregated into multiple section or categories.

Streamline Customer Feedback from Multiple Channels

A customer feedback system organize and arrange the data in their respective categories and it also keep record of the source and other necessary details. Which makes it easier for the company management to track and identify particular feedbacks or data categories. This also make data distribution easier and improve the quality of the outcome. Companies can use the similar feedback data converging from different channels into as a single source to facilitate the decision making process.

Analyze and Distribute Customer Feedback Data

For any customer feedback collection the data analysis is one of the main aspect of customer feedback management. The data analysis produces actionable results and identify trends. Usually when the customer feedback is collected it is in a raw format, due to the quantity of the data it is not possible to draw any conclusion by only looking at it. The data must has to be processed using analysis tools to compile reports. A customer feedback system offers in-built data analysis tools which produce required results. For example if a company is conducting a customer feedback to evaluate the features of its product/service. It will utilize multiple channels to conduct the surveys. For post-sale surveys the best option is to conduct the survey using the in-store touch screens or kiosks, or send the online surveys to the customers via email or SMS. For employee performance evaluation the best way is to ask for the feedback when the customer availed the service at the counter.

Analyze and Distribute Customer Feedback Data

Similarly for any type of data that a company wants to collect the right timing and right channel is crucial to ensure the required quantity of the feedback data and its quality. The in-built data analysis tools process this data and produce various different types of reports, for example, the raw data can be organized in forms of tables, the trend reports could be a graphical representation or a line chart.

Here are some most commonly used analysis for customer feedback:

  • Pre-sale feedback
  • Post-sale feedback
  • Customer experience analysis
  • Technical & support feedback
  • General satisfaction analysis
  • Customer effort score analysis
  • Product/Service quality analysis
  • Brand image or brand reputation analysis
  • Market trends and customer’s expectations analysis

This way the companies can also evaluate certain aspects of the products and their features to understand customer’s perception about them. The analytical tools are necessary to process the customer feedback data regardless of the campaign objectives. These analysis tools help companies to take informed decisions and build realistic strategies to achieve long term growth and success.

Evaluate and Improve Business Process

Evaluation of business process is very helpful to improve operational capabilities and to boost efficiency which increase profitability and allow companies to use resources more effectively. Especially for the service based industries the business processes that are directly or indirectly related to customer experience and customer journey are crucial. The customer feedback data such as net promoter score (NPS), customer effort score (CES) and customer satisfaction (CSAT) surveys are a great tool to evaluate business processes that are impacting your customer’s journey and customer experience. Companies can prepare the most precise surveys to collect precise data to evaluate each business process individually. For example the companies can evaluate the customer waiting time or service delivery time, the difficulty level of payment mechanisms, complaint and support processes, etc. Companies can prepare single question or multi-questions surveys to get the data they need. Some companies also conduct long surveys to get a deeper insight of the entire customer journey. Conditional logics and follow up questions can be used to further improve the quality of the data and data segmentation.

Evaluate and Improve Business Process

If a business clearly understand the effectiveness of its business processes and is able to identify the points where it lacks, it is easier to fix them. Businesses can conduct a second round of the customer feedback campaign to further assess the changes and updates they made. This way a business can gradually improve its various business processes. If a company keeps doing these surveys they can stay up-to-date with the changing demands of their customers and the market trends.This information can provide a great competitive advantage and a better understand of your customer persona and help you build successful future strategies to ensure long term growth.

Assess and Boost Employee Performance

Employee performance plays a crucial role in any company’s success and growth. The customer experience and customer satisfaction depends on employee performance. A customer feedback system is a great tool to assess employee performance. Companies can ask general satisfaction question or they can use a happiness meter to assess the quality of the service. In case of a negative feedback, companies can ask one or two more questions about the employee performance for example, about their technical expertise, or their behavior, etc. This data can be relayed to the HR department or the relevant managers. The customer feedback system feedback data can also be used to evaluate the employee performance in real-time. The real-time monitoring can detect the trends in employee performance. If an employee’s performance starts declining over a course of time or since a few days in a single row, the supervisor or branch manager or any other concerned person can be notified. This will help businesses to immediately take actions to maintain the service quality standards.

Assess and Boost Employee Performance

The customer feedback data can provide a clear picture about the employee’s performance and technical capabilities and their knowledge in certain things or services. For example, if an employee is working on certain services and they are being assigned for additional services or totally different services their performance can identify the need or trainings and reassignment. These employee performance data can be linked to the mainframe KPIs monitoring tools. Furthermore the businesses can utilize this data to reward employees to encourage them and to improve employee experience as well. If all employees are working at their best performance, the per-service cost gets reduced and the customer happiness and customer satisfaction is raised. Which have direct effect on the company growth and profitability.

Close the Customer Feedback Loop and Satisfy your Customers

For customer happiness and customer satisfaction closing the customer feedback loop is important. It means the business collects customer feedback data, distribute it internally, prepare reports and build strategies, then take actions. The last step of the closed customer feedback loop is to inform your customers about the actions that you have taken according to the customer feedback. The communication is very important for customer satisfaction. As if a customer will know that what actions been taken in response to their feedback, they will feel more connected to the brand and it will give them a sense of importance and value. This shows that the business value their customers and is willing to take actions to fulfill the demand and desires of its customers. The business and customer relationship is very important and is based on trust and care. The closed loop customer feedback strategy help strengthening this relationship. This way companies can earn customer trust and loyalty. The customer loyalty is crucial for a long term success and sustainable growth.

Close the Customer Feedback Loop and Satisfy your Customers

Utilize Customer Feedback Data for Product Development

Product development is a very critical phase for any company. As in Dubai or anywhere in UAE the competition is very high, businesses are proactively seeking ways to gain competitive advantages. The new product development or product improvements are a constant process. Any product development starts with identifying the needs. The customer feedback system can help companies to conduct surveys and polls to understand the popularity of the products and it also help companies to scrutinize various product features. Moreover companies can also identify the market trends by carefully analyzing the customer feedback data. This will help them to identify the needs of the future which is a base for the new product development. From the technical point of view companies always do their best to incorporate the best features they could. However, the customers respond to them very differently.

Utilize Customer Feedback Data for Product Development

That is why it is important to understand your customers’ perception of your products/services and the features you are offering them. This could be very helpful for new product development or making improvements in the existing products and services. If a company offers products and services as per its customer’s expectations the customer are more likely to stick with it for a long time which ensures a long term growth and success. A customer feedback system can provide sufficient data that is required to achieve this goal.

Incorporate Customer Feedbacks in Strategy Building Process

The customer feedback data is a crucial part of business intelligence. The business intelligence data is collected and used to improve business process, identify areas of improvement, innovation and strategy building process. The customer feedback data provides a direct window into customers’ minds. A company can use the customer suggestions, their demands and their expectations to build future strategy. Such way the future strategies are more customer centric and allow businesses to use their resources more effectively. Companies can develop new products and services, add features to existing products and services and remove unwanted features to reduce cost. Including customer feedback data in decision making process and building company policies will help businesses to become more customer centric. Now a days in Dubai or anywhere in UAE the customer-centric businesses are growing rapidly. Regardless of what you do for marketing or how much you invest in brand image building, ultimately your future relies on the customer satisfaction and customer happiness. That is why the customer-centric business strategies drive sales and generate revenue.

Incorporate Customer Feedbacks in Strategy Building Process

Conclusion

The customer feedback data is an essential part of the business intelligence. In Dubai or anywhere else in UAE the markets are very competitive, the customer’s standards and expectations are very high. Businesses have to deliver more in less resources to sustain growth. That is a very challenging situation, each and every action could have huge consequence. In such situations the customer-centric approach is the only way to ensure long term success. Every company have goals and build strategies to achieve those goals. The customer feedback data will enable companies to more effectively address customer related issues. It all depends on the quality of the data and the data analysis. That is why a customer feedback system is used to facilitate this process. The customer feedback system ensures high-quality data collection and also provide analytical tools which help companies to accurately identify the areas of improvements, needs and expectations of the customers and provide them a chance to make effective policies. Such policies ensure business use resources efficiently and effectively and achieve their goals. RSI Concepts is a leading customer feedback system provider in Dubai, UAE. If you need our help with your customer feedback collection or want to learn more about the subject, please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this blog: Customer Service Interactive Kiosk with Video Link

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Customer Service Interactive Kiosk with Video Link

Customer Service Interactive Kiosk with Video Link

Businesses in Dubai and all around the UAE are rapidly adopting to self-service solutions. The most effective and popular self-service solution is interactive kiosks. The interactive kiosks allow the customer to avail customer service from a remote location which enables them to access customer service 24/7 and the customers are also not require to schedule meetings, or wait in long queues to get the service. The self-service interactive kiosks are good for both the customers and the businesses. Businesses can reach out to the new areas and unexplored markets without bearing huge cost of opening up a regional office or a branch. In fact an interactive kiosk can offer most of the services that the business is offering at its customer service centers. Another great advantage is to provide a virtual service counters at the convenient locations so customers don’t have to travel much to reach to the service centers. That is the reason the self-service interactive kiosks gained huge popularity in a very short period of time.

Customer Service Interactive Kiosk with Video Link

One of the biggest advantage of self-service technologies and interactive kiosk is that the business doesn’t require to deploy human staff which save them a lot of resources and minimized its cost too. Since the users are allowed to interact with the business via a simple UI the customer experience is good. The interactive self-service kiosks can also be reprogrammed and re-purposed if needed. The 24/7 availability also allow to serve more customers. These benefits and several other perks are the main reason why businesses are rapidly adopting self-service interactive kiosks. When it comes to the customer service the main objective is to enhance customer experience and ensure maximum customer satisfaction.

Why Interactive Kiosk are good for Customer Service

The top priority of a customer service is to achieve the ultimate customer satisfaction. For that every business have to understand what customers are expecting from them and what problem they might be facing, this information could help overcome almost all customer service challenges. Here in Dubai and all around the UAE the overall market competition is high and the customers are also well aware of the fact and they don’t even give it a second thought before they decide to switch the service provider. That is why businesses are investing huge resources to improve their customer service and customer experience. Using interactive self-service kiosks for customer service is not a new thing, businesses are using interactive kiosks and other self-service technologies to deliver customer service. However, the interactive kiosks are considered to be one of the best self-service method for customer services.

Why Interactive Kiosk are good for Customer Service

The interactive kiosks are usually installed on the convenient location which are in easy reach for the customers. In addition to that the interactive kiosks can completely deliver the service as per the customer service office with ability to integrate several hardware and software features which are not possible with other self-service channels. Some businesses also place interactive kiosks at their customer service centers to reduce the work load of the customer service staff and to boost the efficiency of the branch. In general people living in UAE are very familiar with self-service experiences. So a huge number of visitors also prefer to use an interactive kiosk instead of waiting in long queues for the customer service. Another most compelling reason is that there is no timing restriction and the availability and reach of the customer service via interactive kiosk is unmatched. That is why interactive kiosks are important for business to maximize their customer’s experience for their customer service needs.

How a Video Link can Enhance Customer Service Experience at Interactive Kiosk?

Despite all those benefits a self-service channel for customer service lacks one basic key component of traditional customer service experience, which is human touch. For any interactive self-service kiosk there is no staff deployed and the users can’t always access to the support teams either. This sometime could left users in confusion and sometimes the users won’t be able to avail the service without the help. The interactive kiosk is a digital channel so it offers an interactive UI (user interface) to interact with business and various business processes are automated and digitalized to enable the self-service feature which can cause confusion and misunderstandings. Sometimes some error may disrupt the user experience and left them in middle of a transaction or task. All such problems are faced with almost all self-service digital channels. That is why if a video link is been added to the kiosk which allow the users to get in touch with the staff could solve all those problems.

How a Video Link can Enhance Customer Service Experience at Interactive Kiosk?

A staff member can handle up to 12 kiosks from a remote location as per the difficulty and complexity of the customer service. The customer support staff can help users to perform certain tasks and aid them through the process of availing any customer service on a live video call. On top of that it also fill the gap of ‘human touch’ between the self-service interactive kiosks and traditional customer service delivery process. That is why a video link can significantly enhance the customer experience and ensure a great customer journey and satisfactory service deliver. The businesses can confidently install customer service interactive kiosks to expand their areas of operation and without worrying to compromise customer experience or any such problem. That is why a video link based integrated support in a customer service interactive kiosk made it a perfect alternate to the customer service centers and offices.

How Customer Service Interactive Kiosk with Video Link Works?

A video link makes an interactive kiosk a complete package for customer service. It covers the most felt gap between the virtual customer service and traditional customer service which is the lack of human touch. However, from the operation or technical stand point the customer service interactive kiosks with or without video link are almost the same. Physically there is not much difference, the camera, microphone and headphone/in-built speakers doesn’t change the appearance. The video is played on the existing screen of the kiosk. From software point of view the UI remains almost the same with a new button added to contact support staff. However the software of the kiosk got a lots of changes in it. A new admin dashboard for the support staff has be to build, which allows them to take calls and help users in real-time. The agent dashboard also allow them to access to the numerous information along with the ability to push instructions on the interactive kiosk screen. The agents can also complete the service delivery if a customer stuck in the middle of a transaction.

Read More: The Ultimate Guide to Execute a Customer Feedback Campaign

How Customer Service Interactive Kiosk with Video Link Works?

Application of Customer Service Interactive Kiosk with Video Link

The human interaction is great for building a good relationship with the customers. For some industries the human interaction might not be as important but usually most of the customer prefer human interaction. The main factors that most customer prefer interactive kiosk is for the easy access and no waiting time or queues. However, the human interaction remain superior. Here are some industry sectors which can utilize the video link to boost the customer experience at their interactive kiosks:

Customer Service Interactive Kiosk with Video Link for Banks

Banks all over the world are adopting to video link enabled interactive kiosks to improve their customer service. Banking sector had one of the busiest customer service department. Many customer visit banks and the daily foot fall is also high comparing to other industries. The customer service interactive kiosk with video link can not only help banks to balance the work load of their customer service staff but it would also help them to ensure equally satisfying customer experience via the self-service kiosks. A bank can offer traditional services such as making transitions, printing statements, updating documents and information via interactive self-service kiosk. A video link will help them enhance the user experience so the customer can avail help at any time during their interaction to perform required tasks and on top of that the customers can also get quick consultation form the staff even if they are using a self-service interactive kiosk at a remote location. The video link allow the banks to work efficiently and provide all their service to the customer via a virtual or remote mode customer service.

Customer Service Interactive Kiosk with Video Link for Banks

Customer Service Interactive Kiosk with Video Link for Airports

In the airports the customer service interactive kiosks and other self-service kiosks are very common. Especially the world’s top rated airports such as Dubai International Airport (DXB), Abu Dhabi International Airport (AUH) or Sharjah International Airport (SHJ) or any other international airport around the world the customer journey and customer experience have been transformed with the help of digital solutions and services. The most common services that people use at the airports are related to the information and self-service check-ins or boarding. For both of them the video link can significantly improve the customer experience. While using the customer service via an interactive kiosk a customer need additional information or couldn’t find the relevant information they can immediately access to a customer service agent with just a single tap at the screen. The customer agent can have a video call with them to explain them everything, provide them with updated information and help them through the self-service process as well. The agent can ensure the customer satisfaction and can provide them additional information which are not available on the official catalogues or guidelines.

Customer Service Interactive Kiosk with Video Link for Airports

Customer Service Interactive Kiosk with Video Link for Healthcare Facilities

The telehealth is not a new concept, however when a customer service kiosk is equipped with the video link facility it could literally transform the remote healthcare services. The hospitals, clinics and healthcare facilities can use customer service kiosks to promote their healthcare services, free consultation or it can also be used to help the patients at remote locations such as in country side, remote areas, or remote project sites and such places where reaching to a medical facility is difficult. The healthcare sector can also use customer service interactive kiosks in their stores, pharmacies, small branches to help patient with non-urgent symptoms or regular consultations. The customer service interactive kiosks for the healthcare can be further customized to add basic features to diagnose non-urgent symptoms such as body temperature sensors, heart rate and blood pressure monitors, oximeters, etc. This could be very helpful for the patient to get immediate help and consultation.

Customer Service Interactive Kiosk with Video Link for Healthcare Facilities

Customer Service Interactive Kiosk with Video Link for Educational Institutions

For any school, collage, university campus or educational institution the most common challenges are to make access easier for the help desk, wayfinding services, and basic student admission services. The customer service interactive kiosk can help with all of them. When a video link is added the students can easily contact relevant university staff to immediately resolve their problems. The biggest problem that students face is that they have class timings and if they have to visit the relevant office they have to physically go there, which usually is usually crowded. The students have to wait in long queues and the chances are their next lecture or class time won’t allow them to wait for too long. However, with the help of customer service interactive kiosk with video link the students can perform basic tasks such as admission, documents printing, scanning and copying through the kiosk itself. The video link can provide them a quick access to the staff from anywhere from the campus without waiting time in going to the office or waiting in the long queues.

Read More: Benefits of Airport Kiosks in 2022

Customer Service Interactive Kiosk with Video Link for Educational Institutions

Customer Service Interactive Kiosk with Video Link for Telecommunication

The telecommunication service providers are always seeking ways to improve their service quality and customer satisfaction. A customer service interactive kiosk with video link could be a great tool to maximize the branch performance and it can also be deployed at locations where the branches are on distance. The customers can perform all basic tasks such as updating documents, availing services and even issuing new SIM cards as well. The customer can make payments and pay their bills from the kiosk within minutes. In case if a customer have a complaint or need help they can simply use the video link to get connected with the telecommunication customer service staff. The staff can help them through video call and can also push information or give commands to the kiosk to perform certain transactions. Moreover for the telecommunication companies they can use remote staff to assist the customers 24/7 which is also very cost effective and it also improve customer experience and customer satisfaction.

Read More: Top 10 Self-Service Technologies for Business in UAE

Customer Service Interactive Kiosk with Video Link for Telecommunication

Conclusion

The interactive self-service kiosks are used by the customer service department across many industries. Business are transforming customer experience and customer journey with the customer service interactive kiosks. These kiosks can scan documents, take prints, accept cash, take digital payments and can perform a variety of different functions on an automated self-service model. However, the only thing that these kiosks lack is a human interaction. Businesses need human interaction to improve customer happiness and to ensure ultimate customer satisfaction. A customer service interactive kiosk with video link can fix this. It enables businesses to provide their services remotely and if a human interaction is required that can be done via live video link functionality. The business can deploy very less staff to attend several kiosk via video link which is also very cost effective and which improves customer experience as well. RSI Concepts is a leading interactive kiosk providers, socialized in customized and tailor-made customer satisfaction solutions. If you want to learn more about the topic or if you have an enquiry please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this blog: 8 Proven Practices for Successful Customer Feedback Management

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