Can self-service kiosk machines improve revenue? The simplest answer is yes! The self-service kiosk machines are very helpful in improving profitability and increasing revenue in all types of industries. The customer behavior and market trends are also evolving in Dubai and all across the UAE. People don’t mind a digital interaction at all. In fact, people love to interact through digital mediums and channels and that is the reason businesses are adopting various digital solutions such as self-service kiosk machines. The self-service kiosks machines speed up the servicing process and can be easily placed in convenient locations which are near to your customers. Different industries have different applications, for example, in retail, it is estimated that almost half of the customers can cancel their purchase decision if the queues are too long. However, with the self-service kiosk, the business can not only speed up the process but can also easily provide more self-checkout counters to minimize the queues as well.
Similarly, the HR department can put employee self-service kiosks on remote locations such as near to the employee’s residence, or at the project site, etc. The HR department can offer HR services to all the employees who work off-desk or are away from the head office. Similarly, the self-service kiosks can be installed for the customers and guests to speed up the sign-up and registration process and much more. Here in Dubai and all around the UAE, we all must have seen the kiosks by the telecom service providers, which offers tons of services, people can pay their telephone and utility bills, they can top-up for the balance, and people can pay and subscribe for a variety of services. Which is very helpful for the customers as well as for the businesses by generating extra revenue.
Here are some benefits of a self-service kiosk that help businesses in improving their revenue and profitability:
Expand Your Customer Service
One of the biggest advantages of a self-service kiosk machine is that a business can easily expand its customer service with it. If you want to reach out to the unexplored markets, rather than opening up a new branch that is extremely expensive, a simple interactive self-service kiosk can do the job. You can put tens of kiosks less than the cost of opening up just one new branch. Then the operational and running cost is also very less. Businesses can place interactive self-service kiosks in various places closer to their customers, provide them convenience, an excellent experience, and quicker service delivery. The expansion cost with the help of a self-service kiosk machine is extremely low than that of opening up a new branch.
In Dubai and other parts of UAE, people are very used to of self-service kiosks, and whenever someone will have to travel for even a few miles during the busy hours, it could take a lot of time, especially in the congested areas of the city. This ruins customer experience, then the customers will have to wait in the long queues also, which also make them unhappy. Resultantly the customers end up being unhappy with the business. However with a self-service kiosk machine placed closer to your home or office, reaching it is easier and less hustle. There is also no queue on the interactive self-service kiosk. Which makes it ideal for improving customer experience and customer journey.
Improve Customer Journey and Customer Happiness
Customer experience and customer journey is very important for growth and revenue generation. If your customers are unhappy and unsatisfied, most probably they will not return. If your customer journey is too complex and time-consuming you will end up losing sales. Here in Dubai and all around the UAE the society is very modernized and developed, people are more aware and conscious, which makes them more demanding too. It is extremely important to take good care of your customers, meet their expectations, and make them happy if you want to grow. If your customers are happy and satisfied they will return and give you more business, they will also promote your business and brand among their social circles and will advocate for your brand. Customer loyalty improves customer retention, and a loyal customer base is considered to be a foundation for growth and progress.
A self-service kiosk machine is an excellent tool for customer journey transformation. It can offer services instantly and conveniently without long waiting and long traveling/commute. Customers can easily reach out to the nearest self-service kiosk machine and avail any service they want. Another great advantage of the kiosk is that it provides more control and empowers customers. Customers can easily choose whatever service they want, they can come back any time and change their plan, they can compare different services with more freedom and a lot many other features are also available. Such features and convenience significantly boost customer experience, make customer journey super friendly and fast, and make your customer happy and satisfied.
Improve Employee Happiness and Performance
An unhappy employee is a big problem in various industries, especially when it comes to a service-based industry the unhappy employee could not only repel your customers but they can severely impact your per-employee cost or per-service cost, or however you want to calculate it. The end game is unhappy employees increase expenses and decrease sales. The major reason employees being unhappy with their jobs is the workload and undesired gigs. Obviously, in a professional environment, the employees are only assigned for the jobs they are trained for. So, the only thing that needs rectification is the workload. If your employees are handling too many customers in a single shift, their work efficiency will start deteriorating. Which will definitely impact customer experience and customer journey.
With the installing self-service kiosk machines, many customers will prefer to use the self-service portal rather than waiting in long queues. So the number of customers who want a personalized human-to-human interaction will reduce hence the workload of the employees will reduce. Which will allow them to focus more on their primary tasks. The adequate workload is always pleasant for the employees it makes them happy, keeps them relaxed, and lets them perform well. This will increase their performance and it will also improve customer experience with them. This way a single employee will be able to serve more customers with quality service which will also reduce the cost. Moreover, good customer experience leads to better customer retention, which further helps to improve the revenue.
Improve Customer Retention
Customer retention is crucial for any business’s growth. A business can never maintain a steady growth rate until their customer retentions are good. Even if businesses are investing hugely in marketing campaigns and succeeding in attracting more new customers, if they keep losing the existing customers they could not sustain growth. It will be like a leaking pot, no matter how much more water you pour in it will never fill fully. This is why customer retention is considered to be a foundation for business growth and progress. However, it is neither so simple nor so difficult. With average efforts and good planning, businesses can attain higher customer retention. The self-service kiosk machines are a great tool to improve customer retention.
A self-service kiosk machine enables businesses to provide self-service interaction to their customers. The kiosks can be placed at the most convenient location to the customers. The self-service kiosk machines can also be installed at the business premises or branch where regular counters are already present and serving the customers on daily basis. The advantage of placing self-service kiosks at the branch is that the customers who want to get the service done quickly can do it by themselves using a self-service kiosk and the customers who prefer a more human-based interaction can sign-up for the queues to get the service from an agent or server.
The digital interface also makes the process simpler and easier, there are very few chances of mistakes in it. A cherry on the cake is that there is no wait time in the case of the self-service kiosk. Customers always hate waiting, it is an estimate that after at most 13 minutes of wait time, customers start getting annoyed. And interactive self-service kiosk machines provide instant service, without any wait time or queue. Moreover, the kiosks can operate 24/7 so the customers are not bound by any timings or such thing. These features improve the customer journey and customer happiness. Happy customers tend to be more loyal, they do repeat business and they also promote the brand among their social circles. So, customer retention can directly impact a business’s profitability and revenue.
Improve Brand Identity
In today’s world, brand image and brand identity is everything. No matter how good your products and services are or how cost-competitive your solutions are, if you have a negative or bad brand identity, your days are counted unless you do something to fix it. It is a very common perception in the marketing industry that a negative remark or customer opinion can damage a brand very badly and it takes almost eleven to thirteen positive feedbacks or positive opinions to compensate for the negative impact of just single bad customer feedback or negative opinion. Obviously, these figures are not easily quantifiable for all sectors and business types, but more or less the overall impact of a positive or negative customer experience is the same on every business. If a customer has had a bad experience and is left unsatisfied they will tell their friends, family, and colleagues about their bad experience, they will post about it on social media. This will result in a negative brand impression on your targeted audiences. For example, if you went for car insurance, you got a very bad experience there, later after some time, a friend or colleague or a family member asked you for advice on car insurance, you will definitely mention your bad experience with that service provider, and you will warn them too about it.
This is human nature, being a human beings tend to behave in certain ways, if we had a bad experience from anything, and we try to prevent it for our friends and family. This is how a bad customer experience can harm your brand reputation. An interactive self-service kiosk machine can prevent that by offering a great customer journey, without any wait time, the user interface offers more freedom of choice and enable the user to take as much time as they want to make a decision and with all other benefits, the customer can have a very pleasant customer journey. A good customer experience will make them loyal to your brand. Such customers are good brand advocates as well. They will suggest and recommend your brand to others and so on. A good brand reputation and a positive brand identity attract more customers and increase revenue. That is not all, a good brand reputation also aid conversion rates by any medium or marketing channel. For example, if you are doing social media marketing, and you have a great brand identity, people will click more on your ad, providing you more chances to convert them.
Conclusion
Can self-service kiosk machines improve revenue? Yes, they can. The interactive self-service kiosk machines are a great customer journey transformation tool. Think of the things that annoy your customers and results in a bad customer experience which makes them unhappy and unsatisfied. The customer experience does not start from the first step they put on your premises. But in fact, the customer journey also includes the time and troubles traveling to the business. The relation between a customer and a brand is very delicate, minor things can impact it. For example, if it is too hard to travel to your business, the customer will arrive unhappy, if they failed to find an easy parking spot, this could annoy them. Later when they arrived at the business, and then they will have to wait in long queues, they will be unhappy. If the waiting experience is bad, or even the air conditioning is not working properly they can get annoyed and angry. Then at the end, the agent’s behavior and service quality came. If any of the steps of the entire customer journey makes them unhappy they will arrive unhappy when they will arrive at the counter. This will make it very hard for the agent/server to make them happy, the customers will be stressed, anxious, unhappy, less understanding, maybe stubborn, and will get easily annoyed. However, with a self-service kiosk, there will be no such problem. The customers can easily access the desired service and get the work done by themselves.
Moreover, the interactive self-service kiosk machines also provide businesses with an opportunity to expand rapidly without investing a lot. A kiosk can effectively operate 24/7, there is no limit to how many customers it can handle, and it provides an excellent customer experience. The interactive self-service kiosk can be utilized alongside the regular counters, to reduce the workload of the employees and to offer your customers a quicker route. If your employees are happy they will focus more on their primary tasks and will be able to provide good quality service as well. All these factors which are helping out your customers and improving their customer journey will ensure higher customer retention rates, which increase customer loyalty. Customer loyalty plays an important role in brand identity and brand reputation. Good brand identity and a positive brand reputation attract more customers and also improve conversion rates. All these factors contribute to increasing the revenue either directly or indirectly. That is how a self-service kiosk machine can improve your revenue. If you want a self-service kiosk solution, feel free to reach us through our Contact Us page. RSI Concepts is a leading customer experience transformation solution provider in Dubai, UAE. Our solutions are cost-effective, customized, and ensure higher ROIs. We always welcome comments and suggestions, don’t forget to leave a comment in the comment box below.
Check out this: List of Customized Interactive Kiosks Designed by RSI Concepts