11 Customer Feedback Examples for Business Success

Posted on March 14, 2022 by admin

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

Posted in Customer Feedback System | Tagged , | Leave a comment

The Benefits of Temperature Detecting and Monitoring Kiosk

Posted on March 1, 2022 by admin

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

Posted in Kiosk Dubai | Tagged , , , , , , , , | Leave a comment

4 Reasons Why Self-Service Enhances Customer Experience

Posted on February 12, 2022 by admin

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.

See Also: 10 Customer Self-Service Best Practices to Power Your Contact Center Results

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

Posted in Self Service Kiosk | Tagged , , , , , , , | Leave a comment

Fully Automated Hotel Reception with Interactive Kiosk

Posted on February 11, 2022 by admin

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.

See Also: What is wayfinding software and why is it important?

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

Posted in Interactive Self-Service Kiosk | Tagged , , , , , , , | Leave a comment

How a Customer Feedback System Helps Your Company Grow

Posted on February 8, 2022 by admin

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

Posted in Customer Feedback System | Tagged , , , , , | Leave a comment

Customer Service Interactive Kiosk with Video Link

Posted on January 26, 2022 by admin

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

Posted in Interactive Kiosk Dubai | Tagged , , , , , , | Leave a comment

8 Proven Practices for Successful Customer Feedback Management

Posted on January 18, 2022 by admin

8 Proven Practices for Successful Customer Feedback Management

The customer feedback is one of the most valuable asset for any business. It is extremely important for a business to understand what customers are liking and what they are not liking or what is working for them or what is not working. Especially businesses who are operating in Dubai or anywhere in the UAE, the market is very competitive and the customer’s expectations and market trends are ever-changing. The customer feedback data not only provides a deeper insight to the customers’ minds but it also help businesses to identify the areas of improvement and help them in assessing their strategies and business processes. For every customer-centric business the customer satisfaction is their top priority. The customer satisfaction and customer happiness lead to customer loyalty. A loyal customer stays with the businesses, keep on purchasing from the businesses, help promoting and building a good brand image and a loyal customer is nine to twelve time less-expensive to sell to than acquiring a new sale.

8 Proven Practices for Successful Customer Feedback Management

The customer feedback is collected through multiple channels and the results are of several different types and categories. Each customer feedback campaign could be different from the other. This makes it very complex to consolidate all the data coming from different customer feedback collection channels. That is why the customer feedback management is very difficult and critical. The customer feedback management enables a businesses to compile all different types and sources of customer feedback data into a single actionable report or format. The customer feedback management enable a business to streamline their efforts and strategies according to the customer feedback to ensure maximum improvement in all relevant aspects of the customer journey and other related business processes. That is why in this blog we will discuss proven practices for successful customer feedback management:

1. Set Goals and Objectives

For any digital campaign or any other effort the business must set goals and objectives. For customer feedback campaign setting up goals and defining objectives is crucial. Without clear goals and objectives you will end up getting scattered data, it will be difficult to comb through different types and sources of the customer feedback data to understand patterns. That is why it is crucial to set up goals, such as understanding the customer journey, their experience with sales or support team, or for product development, etc. That is how the customer feedback campaign should be planned. Once clear goals are set and campaign objectives are defined, the business can chose appropriate customer feedback survey types and channels to collect the required feedback data. This will improve the data accuracy and the quality. The customer feedback collection campaign cost both human resource and money and setting up realistic goals and clear objectives can save a lot of resources as well.

Set Goals and Objectives

2. Setup a Customer Feedback Campaign and Surveys

Once the campaign goals and objectives are set, it is a lot easier to setup a customer feedback campaign. There are tons of tools available in the market. It is better to use a well-reputed customer feedback system such as RSI Customer Feedback System [LINK]. The customer feedback system will allow you to automate several tasks and will help collecting data in simpler formats. The customer feedback systems also have in-built analytical and statistical tools that enable businesses to compile various report formats and even allow them to link the customer feedback data to other systems such as CRM, ERP or central information center of the organization. On top of that a standard customer feedback system also allow multiple channels to conduct surveys and collect customer feedback and compile them all in customized reporting formats.

Setup a Customer Feedback Campaign and Surveys

There are several customer feedback collection surveys and data types however, following are the most commonly used customer feedback types:

2.1. NPS Score or Net Promoter Score

The NPS Score (Net Promoter Score) is considered to be the overall ranking or rating of the customer satisfaction. Businesses use this customer feedback type all the time to collect feedback data from large group of targeted audience. Mainly the NPS Score is collected after the sale/service or interaction. The NPS Score is also collected on monthly, quarterly and annual bases. The NPS Score customer feedback survey have a basic questions like the following:

  • Please rate on the scale of 1 to 10, how likely are you recommend us to your friends, family or coworkers?

The data collected is in the range of 0 to 10 and segregated in three sets. The response from 0 to 6 never recommend, the 7 to 8 rarely recommend and the 9 to 10 are most likely to recommend.

NPS Score or Net Promoter Score

2.2. CES Score or Customer Effort Score

The customer effort score or CES Score is a very crucial piece of information. It provide precise understanding of the difficulties and problems your customers are facing during their customer journey. The data that is collected from CES Score surveys will provide you the deeper and most accurate understanding of the factors that are impacting your customer happiness and customer satisfaction. The questions are usually pointed towards a particular aspect or step of the customer journey. For example:

  • How easy or difficult it was to make the payment from our self-service POS kiosk?
  • How easy or difficult it was to get the solution of your problem [problem name or type]?

The data collected is well organized and can be very helpful in prioritizing the plan of action for future. Usually the answers are taken in the range from 1 to 7 where 1 to 3 is considered negative, the 4 is neutral and the 5 to 7 is taken as a positive feedback. Some modern customer feedback systems also allow collecting the data in the range of 1 to 5 where 1 to 3 is taken as negative and 4 to 5 are taken as positive customer feedbacks. However, for better accuracy the recommended range is 1 to 7.

CES Score or Customer Effort Score

2.3. CSAT Score or Customer Satisfaction Score

The customer satisfaction score or CSAT Score is a general satisfaction survey, it asks about a particular topic instead of the overall service or experience. The purpose of CSAT Score is to highlight the areas of improvement and to understand customers’ liking and disliking. Usually only a single question is asked but businesses can also add a follow up question or conditional question to cover more topics in a single survey. Here is a CSAT score’s question format:

  • How satisfied are you with the new feature that we added in our product/service?

The answer is usually a smiley scale or happiness meter. General 5 star rating can be used, but happiness meter perform well in most of the cases. The answers’ value 4 and 5 or corresponding smiley emoticon is taken as positive and the remaining are taken as negative feedback. Upon a negative feedback the customers can be asked to provide additional details or suggestion or comment via a plain text box.

CSAT Score or Customer Satisfaction Score

2.4. Customized Surveys or Long Surveys

The customized customer feedback surveys are usually longer than other surveys or polls and contain at least 6 to 10 questions. The businesses can add more questions as well depending upon the need of the data. These surveys are designed to cover a variety of different topics and different aspects of the customer journey and customer experience. There are several different types of questions, such as multiple choice, single answer, rating scales, conditional logics, follow up questions, etc. These surveys are designed to extract very detailed data from the customers and the data analysis is also very complex. For each question the businesses can establish a rating mechanisms as per the above mentioned types to segregate different feedbacks to quantify the results. Sometimes the results are not quantifiable, as there could be customized answers as well as textual feedback which requires manual analysis. These surveys used to get very precise data on certain subjects and can provide extremely valuable data which can be used to make improvements and to set future strategies.

Customized Surveys or Long Surveys

3. Run Customer Feedback Campaigns across Multiple Channels

The success of any customer feedback campaign depends on the data quantity and quality. For that it is extremely important to use appropriate channel. For example if you are collecting customer feedback data and want to know about the performance of your sales staff then a touch screen or small tablet can be placed on the service counters where the customers can instantly provide their feedback. Another example is for post-sale customer feedback, such as if the business is collecting customer feedback about the quality or the product or service after the sale, the best way is to send them email or SMS and ask them for the feedback via online customer feedback survey. These all are different mediums or channels to conduct customer feedback surveys. The high internet penetration and higher usage of smartphone in UAE makes online surveys ideal to collect customer feedback data. Moreover businesses can use smartphone apps, online web-portals, corporate websites, social media platforms and other digital channels to run customer feedback campaigns.

Run Customer Feedback Campaigns across Multiple Channels

4. Analyze and Categorize Customer Feedback Data

The data analysis, categorization and reporting is the crucial part of customer feedback management. There is no use of any customer feedback campaign if the data you have collected is not usable. The purpose of the customer feedback campaign is not only to show you customers that you value them and care about their opinion but the actual purpose of collecting customer feedback data is to compile it into actionable reports which can help the management to make informed decisions and setup future policies and build new strategies to improve customer relationship, product/service quality and to ensure long term growth by increasing customer loyalty and customer retention. These days it is very easy to analyze the customer feedback data. The modern customer feedback system offer integration with various channels and systems which enable businesses to easily map and synchronize data as per their need and convenience.

Analyze and Categorize Customer Feedback Data

The in-built analysis tools make analysis simpler and also help detecting patterns and trends. Here are a few example of the data categories that can be used to evaluate different aspects of the customer journey and customer interactions:

  • Pre-sale Interaction: This data is collected by asking customers questions about the information or communication done prior to their conversion or during their pre-sale interaction with the business and its respective channels/staff.
  • Customer Experience and Post-Sale Feedback: This data is usually about the customer experience about the product/service, staff or any other aspect of the customer journey such as general satisfaction and customer effort score.
  • Customer Support Feedback: The customer support is considered to be the biggest differentiator in 2021 and 2022. Especially for the service based industries. There is no set standard or rule for the customer support, it is all about making continuous improvements and learning from the experience of the customers and the staff.
  • Technical Feedback:The technical feedback is basically about the product development. It is mainly related to the features of the products and services. This data is very helpful in new product development and also provide insight of the ongoing market trends and customer’s expectations.
  • Important Patterns and Trends: This is a kind of generic feedback, the data could be coming from several different sources/channels and also from multiple campaigns and surveys. The data is used to identify patterns and trends and is very helpful for future strategy building and new product development.
  • General Feedback and Suggestions:These are the suggestion that customer provide mostly by comments and textual feedbacks and also by contacting directly to the businesses without asking them for the feedback. Most of the times the general suggestions are irrelevant but sometimes these suggestion can also indicate certain trends and patterns which are important.
  • Low Priority Feedback: Mostly the customers who provide neutral answers or the inconclusive data which can impact the overall results should be discarded or marked as low priority feedback data. Such data is usually not included in the analysis as it can reduce the overall accuracy of the reports and results.

Analyze and Categorize Customer Feedback Data

These are some of the most commonly used data categories. Obviously the businesses can also establish their own mechanisms to ensure the highest levels of data accuracy. But if the customer feedback data is categorized in the above mentioned categories, high quality and high accuracy of the reports and results can be achieved.

5. Distribute Customer Feedback Data

For a successful customer feedback management the customer feedback data should be categorized and distributed among the relevant departments, managers and teams. For example, if there is a technical feature of a product that customers are highlighting then it should be shared with the design and production team. If the customers are complaining about the customer service, then that data should be shared with the customer service department and so on and so forth. It is extremely important that the customer feedback data is shared with the relevant department and personals. Only then the business would be able to take actions and make changes to fix any problem.

Distribute Customer Feedback Data

 

6. Take Actions and Close Feedback Loop

While taking actions or making changes several factors should be considered such as the financial aspects of the action, the urgency or importance of the actions and its effects on everything that is related to it. For example, if there is a technical defect or malfunction in a product and the customer are reporting it, then it should be fixed on the urgent bases and should be marked as of the highest priority. It is important to understand and evaluate the effects of the action, so feedback and consultation should be done from all relevant departments, managers and experts before taking any action. Once actions are taken the business should inform its customers about them. This will give them a sense of importance and they will think that the business value their opinion and them as well. It improves customer relationship and increase customer loyalty as well. Informing customers about the actions taken on their feedback is called closing the feedback loop. It is a great practice and it also help building a good brand image and reputation.

Take Actions and Close Feedback Loop

7. Analyze Customer Feedback System Stats to Improve Feedback Data

All modern customer feedback systems comes with in-built tools and system usage trackers. Such data is very helpful in improving the outcome of the customer feedback campaign. For example, there could be certain feedback channels that have higher conversion rate, there could be certain time and demographics which are producing more feedbacks. These statistics will help boosting the outcome of the customer feedback campaign. Similarly the data quality can be analyzed, certain channels will produce high quality customer feedback data and some might not produce as that accurate data. These all things should be considered to schedule and run customer feedback campaigns to ensure maximum response rate with highest customer feedback data quality. These will help improving the customer feedback campaign and will also be very helpful in understanding certain patterns and trends.

Analyze Customer Feedback System Stats to Improve Feedback Data

8. Build Future Strategies and Innovate Ideas

Every customer have their own way of viewing things, hence everyone’s customer journey and experience is unique and so does their feedback. The customer feedback and their suggestions can be very helpful for brainstorming and businesses can innovate new ideas that can help them to improve their business processes, products/services, communications and much more. The businesses can completely transform their customer journey on the bases of the customer feedback data. This will help businesses to build a customer-centric culture and make them more customer friendly. The customer feedback data also highlights the areas of improvements and provide a deeper understanding to customers’ needs, expectations and market trends. On the bases of that information business can setup their future strategies and make plans to be more customer centric and customer friendly.

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

Build Future Strategies and Innovate Ideas

Conclusion

The customer feedback management is not an easy feat unless you follow a plan and take certain precautions. The customer feedback management starts even before you start collecting customer feedback data. It starts with making a plan, setting up goals and defining objectives of the customer feedback campaign. The rest is dictated by the goals and objectives of the campaign. It is important to use suitable customer feedback channels and run customer feedback campaigns across multiple platforms. In this blog we have covered all important key point of customer feedback management starting from setting up goals till the analysis of the feedback data and taking actions. If you will follow these steps you will surely be successful in your customer feedback campaigns. The key is to use an appropriate customer feedback collection tool which can help you manage the feedback more effectively. If you want to learn more about the subject or want to enquire about RSI Customer Feedback 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: The Ultimate Guide to Execute a Customer Feedback Campaign

Posted in Customer Feedback System | Tagged , , , , | Leave a comment

The Ultimate Guide to Execute a Customer Feedback Campaign

Posted on January 7, 2022 by admin

The Ultimate Guide to Execute a Customer Feedback Campaign

This blog is an ultimate guide on how to plan and execute your customer feedback campaigns. Businesses who are operating in Dubai or anywhere else in the UAE are well aware of the ever changing demands of their customers and the high competitive dynamics of the market. It is extremely important for businesses to maintain the highest level of customer satisfaction and happiness. Businesses do invest a lot in customer satisfaction solutions, customer service and customer relationship management tools in order to improve customer happiness and customer satisfaction. The happy and satisfied customers are crucial for a long term success and higher profitability. The studies have showed that it is almost 9 to 12 times expensive to acquire a new customer comparing to selling to an existing one. That could make a huge difference. In order to satisfy the customers a businesses must have to fulfill their needs, desires and expectations.

The Ultimate Guide to Execute a Customer Feedback Campaign

It is wise to ask them directly about what they want, how they see you as a brand and what kind of opinion they have about your business, products/services, employees and all other touch points in the customer journey. The direct customer feedback can provide extremely accurate data and very in-depth insight to their mind and their opinion about the brand and all other relevant aspects. This will enable the businesses to lay down polices, make adjustments, plan for improvements and invest resources wisely to improve both the efficiency of the business as well as the customer satisfaction. Which is a guarantee to a long term success and growth. In this blog we will discuss how any business can and should plan and execute their customer feedback campaigns.

Set Goals for the Customer Feedback Campaign

For any reasonable customer feedback campaign the goals should be set realistically. If a business knows what its customers want and what its strength and weaknesses are, they are already way ahead of most of the competition. For any customer feedback campaign there should be a goal in mind. The customer feedback campaigns will provide data which will help businesses to understand a particular aspect of the customer interaction and customer journey. For example if a campaign is set to evaluate the behavior of the customer support staff, then the goal is to understand the work quality and work efficiency of the respective team. If the business is conducting a survey about the quality or features of the product then the goal should be to evaluate that particular product only. The customer feedback campaigns cost both efforts and money, it is important that the goals of the customer feedback campaign aligns with the goal of the business. The goals should be clear, attainable and the information you are intended to collect should return actionable data.

Set Goals for the Customer Feedback Campaign

While setting up goals for the campaign it is important to analyze all the challenges you are facing and then prioritize them in an order according to their effects on the growth and sales. For example if your business is facing higher customer churn rate or if your business is facing issues with the customer support team then the goals should be set to reduce the customer churn rate by 3% to 5% per quarter and improving customer support team efficiency by 10% by the end of the year and so on. Such goals are attainable and realistic, when businesses set goals as per the challenges they are facing they can collect precise data just to evaluate the relevant aspects of the problem. This will help them identifying the areas of improvement and they can take steps and make strategies to prevent such problems in future.

Plan Resources for the Customer Feedback Campaign

As the popular saying goes ‘by failing to plan you are planning to fail’. That is so true in every aspect of our life. We have witnessed in Dubai and all around UAE when businesses failed either they don’t have a proper plan or strategy or their goals are unrealistic. We have already discussed how a business should set their goals for the customer feedback campaigns, let us talk about planning resources for the same campaigns. No matter how big or small a business is the person who is responsible for the customer feedback campaign always have limited resources and/or limited authority within the organization. In order to make the customer feedback campaign successful it is extremely crucial to utilize the limited resources intelligently and to have a plan of action in place before you execute the campaign.

Plan Resources for the Customer Feedback Campaign

For example, which channels would be used and what type of data will be collected, how it will be analyzed and to whom it would be shared with, these all things have to be planed before initiating any customer feedback campaign. It is extremely important that the right person receives the right data so that they can put it in use while making changes or doing upgrades to achieve the goals.

Design a Customer Feedback Campaign and Surveys

Now that all the challenges have been identified, resources have been estimated, it is time to design an actual customer feedback campaign and a survey. A campaign could have various different customer feedback surveys, and in some cases a customer feedback campaign have only one customer feedback survey. Different goals required different set of information, sometimes a business have to conduct multiple customer feedback surveys to collect the desired data. It is important that all the data that is being collected is sufficient and also provide the required information with maximum level of accuracy and quality. Most of the time when businesses execute a customer feedback campaign they end up with a tons of data, that is neither organized nor useable to compile reports. This is important too, as if the data that is being collected is not well organized, then it would be quite challenging to extract the required information for each stakeholder.

Design a Customer Feedback Campaign and Surveys

Here are some of the most commonly used customer feedback types which can help you collect required information in a very well-organized form:

  • NPS Survey (Net Promoter Score)
  • CSAT Score (Customer Satisfaction Survey)
  • CES Survey (Customer Effort Score)
  • General Rating Survey
  • Customized Survey

1. NPS Survey (Net Promoter Score)

The NPS or Net Promoter Score is a very simple and straightforward customer feedback survey type. Whether businesses need to collect a huge amount of data or whether the customer feedback is supposed to be collected from a handful of customers the NPS Score is a great measure of the overall performance of the entire business or its branch. The NPS Score survey questions are asking the customer for their overall satisfaction with the brand or its products or it could be the customer service.

  • How likely are you to recommend our brand/products or services to your family, friend or coworker? Please rate on the scale of 0 to 10

The NPS score is measured usually as a rating from 0 to 10, where 0 to 6 are the detractor, who never recommend, 7 to 8 are passive, there are very less chances that they will recommend and 9 to 10 are actual promoter who are most likely to recommend. That is how the NPS Score customer feedback campaign’s results are calculated.

NPS Survey (Net Promoter Score)

2. CSAT Score (Customer Satisfaction Survey)

The CSAT Score is a general satisfaction customer feedback data type. It is usually a general question asking customer about their experience, interaction or satisfaction. The best practice is to use only a single question, but sometimes a follow up question can also be added. For a negative customer feedback businesses can also ask for their comments or suggestion in a plain box.

  • How was your today’s interaction with our staff?
  • How happy or unhappy you are with our today’s service?

The answer is usually a rating scale from 1 to 5. Where only 4 and 5 are considered as a positive rating and the remaining are taken as a negative rating. The number of responses with a 4 and 5 rating (satisfied) are divided by the total number of responses and then multiplied by the 100 will give you the CSAT Score.

CSAT Score (Customer Satisfaction Survey)

3. CES Survey (Customer Effort Score)

The CES Survey or Customer Effort Score is a very important type of customer feedback data. It is a measurement or evaluation of the problems or the level of difficulty that customer had to face during any particular interaction. This help businesses to evaluate various business processes which are impacting customer experience and customer happiness.

  • How easy of difficult it was to get the [service name] service?

The CES Survey results could be different in different regions and the business industry could also impact the results. The calculation is simple, but there are two standards. One is simple which a rating scale from 1 to 7 is and the other is a bit more complex with a rating gauge from 1 to 5. The first one is considered a bit more precise where answer ranging from 1 to 3 is taken as negative, the 4 is discarded, and the answer 5 to 7 is taken as a positive feedback. In the second standard or also known as CES 2.0 the answer with 1 to 3 is negative and the answer with 4 and 5 is considered a positive response. The calculation is same for both which is the total sum of all the responses divided by the total number of feedbacks/responses.

CES Survey (Customer Effort Score)

4. General Rating Surveys

The general rating survey questions are simple rating questions asking customer to share their opinion about a particular aspect of the customer journey or the features of the products or services and the general rating survey questions can also be used to evaluate the employee performance.

  • How would you like to rate the new [feature name] feature which is absolutely free?
  • Today you met [employee name], how would you like to rate him/her?

Basically the general rating is a traditional 5 star rating or a customized rating scale with value 1 to 5 where 1 is poor and the 5 means excellent. The calculation is different for different types of questions, however usually it is the total sum of the ratings divided by the total number of the options, in case of 5 star rating that number would be 5 and in case of 3 star rating that number would be 3.

General Rating Surveys

5. Customized Survey

The customized surveys are usually a long customer feedback survey with multiple questions. The surveys are designed on the bases of requirement and the questions are set to improve the quality of the customer feedback data and to produce quantifiable results. However, in customized customer feedback surveys there are always two types of results some of them are quantifiable and the others are not. Businesses often use conditional logics, both close ended and open ended questions along with facility to allow the customers to input their remarks as a plain text. Hence the results produced from such surveys require in-depth analysis to produce actionable reports. The data is usually analyzed by nominal, ordinal, ratio and interval scales. In addition to that the results should be analyzed manually in order to produce quantifiable reports.

Customized Survey

The above mentioned customer feedback survey types are most widely used by businesses all over the world. The customer centric businesses in Dubai and in other emirates of UAE are also following the above mentioned customer feedback campaign types to achieve desired goals. Once the customer feedback survey is designed as per the goals of the campaign, the next step is to reach out to your audience.

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

Chose Right Channels for Your Customer Feedback Campaign

Selecting a right channel is the most crucial part for any customer feedback campaign. The important thing here is to understand that the primary aim of any customer feedback campaign is to get enough response which can assure the quality of the data. Obviously not everyone is inclined to take time to share their opinion, so the aim is to get as many responses as possible. For that it is very important that you are using right platform to communicate with your customers. The first step is to decide how many feedbacks are needed. For example for a product [XYZ] the total number of customers are 100 and you are aiming to ask 500 people about that product than the results would be not so accurate. It also depends on the type of the survey, for some surveys you might want to reach out to all of your customers or even non-customers too. Just make sure that the quantity you are getting is enough to determine the quality as well.

Chose Right Channels for Your Customer Feedback Campaign

There are multiple channels to reach out to your customers for example, Emails, SMS, Mobile Apps, in-premises touch screens/tablets, web portals, calls, and one to one discussions or manual feedback collection. Let us take the example of the email surveys. For example your last email survey’s response rate was 20% and your sample size is 80, it means you think that if you got response from 80 customers your will be able to accurately evaluate whatever you want to evaluate. That mean your will have to survey 400 people or its better to keep this figure a little bit higher. In case if it is your first time for conducting customer feedback survey through emails then keep the same calculation and assume the response rate as 20%. Although 20% might not sound too good, but it is sufficient. Similarly the same calculation can be done for the other channels.

Chose Right Channels for Your Customer Feedback Campaign

It is better to use a single channel at first then utilize multiple channels. Same customer feedback data can be collected from multiple platforms. Although the accuracy and the response rate would be different but the data can be collected. In such scenarios it is better to analyze the results of each channel separately and then merge them in the final report.

Here are popular customer feedback types with their suitable channels:

  1. NPS Score: In-Premises Touch Screens, Emails, Websites, Mobile Apps, SMS
  2. CSAT Score:In-Premises Touch Screens, Emails, Calls, Mobile Apps, SMS
  3. CES Survey:In-Premises Touch Screens, Websites, Mobile Apps, SMS
  4. General Rating Survey:In-Premises Touch Screens, Emails, Websites, Mobile Apps, SMS, Social Media Platforms
  5. Customized Survey:Emails, Websites, Mobile Apps, SMS

Close the Loop (Closed Loop Customer Feedback Campaign)

The closed look customer feedback campaign is the most reliable and fruitful customer feedback campaign. It not only generate actionable data to aspire actions but it also require the businesses to communicate those actions with their customers. Which is very helpful in improving business customer relationship and trust. The customer feedback loop is not a single process but it is multi-stepped operation which involves following steps:

  • Customer Feedback Collection via Various Survey Channels
  • Analyze Customer Feedback Data and Quantify Reports
  • Share Relevant Customer Feedback Data/Reports with the Concerned Persons/Departments
  • Take Actions and Build Strategy
  • Communicate your Actions with your Customers

When a customer is taking time to attempt a customer feedback survey or sharing their opinion via on-premises touch screen, they are expecting some response from the business too. A thank you message might not suffice in the case of negative feedbacks. So, it is important that a business inform all its customers about the action that have been taken in response to the feedback their customers have submitted. This improve business customer relationships, give them a sense of empowerment, and they feel more connected to the brand. That is why it is important to close the customer feedback loop.

Close the Loop (Closed Loop Customer Feedback Campaign)

Conclusion

The customer feedback data is very crucial and it can provide a deep insight to the customers’ minds. The customer feedback data can tell businesses about their customers’ needs, expectations, problems, thoughts, suggestions and opinions. It is extremely important to execute a customer feedback campaign properly to ensure a positive outcome. There are several different types of customer feedback surveys, each one is effective for a certain set of goals and objectives, it is important to choose a right campaign type, with right survey, right questions and also the right platforms for those customer feedback type. In this blog we have covered all important aspects of executing a successful customer feedback campaign. If you want to learn more or need help with your future customer feedback campaigns, 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: Benefits of Airport Kiosks in 2022

Posted in Customer Feedback System | Tagged , , , , , , | Leave a comment

Top 10 Self-Service Technologies for Business in UAE

Posted on January 5, 2022 by admin

Top 10 Self-Service Technologies for Business in UAE

The technology is doing wonders for the mankind, it has completely changed our lifestyle. Now a days we can’t go even a single day without relying on the technology. The internet and the smartphone revolution have completely transformed each and every aspect of our lives, the business sector is no exception. The businesses are using technological solutions for decades, in fact a modern day business is totally dependent on the technology. The service based industry is mainly focused on improving the customer experience and customer journey. The customer happiness is a key to success and long term growth for service based businesses in UAE or anywhere else in the world. Businesses adopt new technologies, implement innovative solutions and invest in digital services just to improve customer happiness and to ensure ultimate level of customer satisfaction. The self-service technologies are helping businesses and customers as well. The businesses are adopting self-service technologies to enhance their customers’ experience and also to expand their markets.

See Also: 10 Customer Self-Service Best Practices to Power Your Contact Center Results

Top 10 Self-Service Technologies for Business in UAE

What is Self Service Technology?

The self-service technology is a digital solution that includes both hardware and software to serve a particular function which help customers to avail a service through an interactive channel without getting any help from the staff or customer service agents. Majorly the self-service technology offers users/customers an interactive channel where they can avail information immediately, do transactions, and get a service which was usually delivered by the customer service staff. Here in Dubai and in fact all around the UAE businesses are rapidly adopting to self-service technologies to boost their customer’s experience and to maximize their profitability. The self-service technologies are a great competitive advantage and can attract more customers too. As for the self-service technologies, everything is done via digital algorithms and AI (Artificial Intelligence) based systems so the businesses doesn’t require to post an employee on their self-service channels. Which saves a lot of cost and it also help reducing the per service delivery cost, that results in higher profitability and better overall efficiency of the business.

What is Self Service Technology?

Why Businesses Need Self-Service Technologies?

These day’s interactive self-service technologies are very popular in Dubai and everywhere in the UAE. The beauty of self-service technology is that it is a win-win situation for both the customers and the businesses. Usually business invest in customer satisfaction solutions which cost them a lotin return they get improved customer experience and mostly they have to bear the cost for that. However, with the self-service technologies, the customer can enjoy many benefits and the business also got equal benefits. Here are some advantages of the self-service technologies for the customers and for the businesses:

  • 24/7 Availability of the Service
  • Customers can have more freedom, control and comfort in availing the service
  • Customers can instantly get the service there is no need of waiting in long queues
  • Customers can easily avail service from any nearby self-service terminal or from online portal
  • Customer experience and customer journey is enhanced
  • Customers will get a happy and satisfactory experience
  • Customers can access up-to-date information and can interact with the business at any time
  • The user-friendly interactive dashboard help the customers to easily do a transaction or to perform a certain function
  • Businesses can reduce the workload as most of the easy enquiries will go to self-service channels
  • Businesses can reduce daily foot fall which ensure balanced workload for the employees
  • Businesses can easily improve employee efficiency
  • Businesses can reduce per-service delivery cost
  • Businesses can utilize resources in a better way to ensure higher efficiency and maximum profitability
  • Businesses can easily improve communication with customers
  • Customer relationship can be improved significantly
  • The customer loyalty will get increased and help businesses in achieving long term goals
  • Businesses can also gather business intelligence data from self-service channels

Why Businesses Need Self-Service Technologies?

Surely the interactive self-service technologies have several key benefits for the businesses and the customers. Ultimately it can boost customer business relationship and increase customer loyalty. Which help businesses to achieve their long term goals and improve their reputation. A business with a good reputation easily attracts more customers and can also get repeated business from its existing clientele.

List of Top 10 Self Service Technologies in UAE

The self-service technology can be classified in two main categories one is only software-based self-service technology and the second category includes all self-service technologies that comprises of both software and hardware components. Apart from that the self-service technologies are categorized on the bases of use or application. The main idea behind commissioning any self-service technology is to get above mentioned benefits. Here are top 10 most commonly used self-service technologies in UAE:

1. Self-Service Interactive Kiosks

This is one of the most popular self-service technology, not only in UAE but all over the world. The interactive kiosks consists of an interactive user dashboard which runs on a specialized computer hardware. Usually these kiosks are used as an extension of the customer service counters. The user interaction is facilitated by touchscreen, physical/virtual keyboard & mouse along with any other hardware or software component that is necessary to perform certain tasks and functions through the kiosk. This is usually called customer terminal. The software consists of a server, which is installed on a local data center or in cloud or hosted online. The self-service interactive kiosk’s server is connected with the central information center of the business and also with any other system and database which is required to perform the required functions at the interactive kiosk. The interactive self-service kiosks are widely used for queue management systems, registration process, HR department, documents processing, payments and transactions and much more. The self-service interactive kiosks are placed on certain locations where the customers can easily reach them. It enables the businesses to offer 24/7 service and communication channel.

Self-Service Interactive Kiosks

2. Self-Service Online Portals

The self-service online portals are web pages that provide information and functionalities to resolve customer problems and to enable them to perform certain actions or to avail certain services. The customers can access these web pages either publically or either by signing-up or logging-in to the portals. The portals can be hosted on the official website of the business as well as they can be hosted separately. It entirely depends on the need and usage of the portal. The self-service online portals are very common these days. Especially in the corporate websites businesses usually provide a self-service sections. For example the FAQs page is technically a self-service online portal. It provides information and resolve customer’s issues without any intervention from the customer support staff or any other employee.

Self-Service Online Portals

However, a bit more complex and business oriented online interaction is usually referred to as a self-service online portal. For example, customer portals where they can make purchases or file complaints or enquire for quotes, etc. An e-commerce transaction is one of the most popular example. If a customer is purchasing from an e-commerce, the entire purchase process is done without any help from the staff so it is a self-service portal. The self-service online portals are used for the customers and employees as well. For example, a real-estate customer portal allows the customers to make transactions and perform many tasks which were earlier only possible by visiting the real-estate office. The employees can log-in to their HR portals or intranet system to avail multiple automated functionalities which can boost the operational efficiency and as well as the individual employee efficiency. These are some of the examples of the self-service online portals. There are hundreds and maybe thousands of more applications, enlisting them all in this blog is not our main subject. The self-service online portals could be a game changer for the businesses and can give them a great competitive advantage.

3. Self-Service via Mobile Apps

These day’s in Dubai and all around the UAE everyone has access to the internet and almost 99% of the population owns at least one smartphone too. This number is staggering. This led to a trend of rapid adaptation of the smartphone and mobile apps. Now a day’s the mobile apps has become an expectation rather a trend. Customers expect a user-friendly, feature-rich mobile app from their favorite brands. What else can be more desired for a business than a self-service mobile app that can provide information, resolve problems, and enable customers to make payments, provide them with easy access to the customer support team and let them perform tons of other functions? This could save the time and cost and the mobile apps can significantly improve customer experience and customer happiness. Businesses can use them to improve communication as well. That is why businesses are rapidly adopting mobile apps and increasing their capabilities to maximize their performance which not only improves customer satisfaction but also improves profitability and operational efficiency of the business. The customers can get access to the services whenever and wherever they want.

Self-Service via Mobile Apps

4. Self-Service ATMs & Cash Deposit Machines

The self-service ATMs or Automated Teller Machines are the most widely used type of the self-service technology. In fact it is the very first self-service technology that have ever build. These days the ATMs also come with a CDM or cash deposit machine.Although the technology is only associated with the banks but it has a huge potential. Businesses can utilize the CDM features for a variety of services. In fact some businesses are already using the technology. If you are living in Dubai or anywhere in the UAE you must have seen the mobile top-up machines/kiosks. They are placed everywhere, in the malls, public places, and even in streets. The machine accept cash and allow user to perform a number of functions such as paying for the utility bills, or topping up your mobile phone balance and much more. The service based industry can utilize the technology to offer a variety of services. Especially the simpler and easier services could be offered through the self-service interactive kiosk which could reduce the workload of the offices and branches by up to 60% in some cases. Which can improve overall profitability and also help enhancing customer journey and customer experience.

Self-Service ATMs & Cash Deposit Machines

5. Self-Service Immigration Counter

The immigration counters are always busy, the passengers always have to face long queues at the immigration counters and the airports are always concerned about the congestion and crowd at the immigration counters. However, self-service technologies can be implemented at the airports to reduce the pressure from the immigration counters. Large airports all around the world are implementing self-service immigration counters and self-service check-in counters to boost the efficiency and to reduce the passenger queues. The specialized self-service technology can be used to facilitate the autonomous immigration process. As for the immigration the safety and security is also the top priority which can be ensured by latest peripherals such as retina scanning, biometrics, facial recognition technology, passport scanning, smart ID card scanning and there are a lot more hardware and software features can be added to ensure the 100% security and accuracy of the system.

Self-Service Immigration Counter

Apart from the immigration counters the self-service technologies can also help airports to streamline the boarding process. The customized interactive self-service terminals can be used to allow passengers to automatically board with the help of their booking number, credentials or barcode/QR code scanning facility. The passengers can print their boarding passes, luggage tags and they can perform various other functions such as upgrading or rescheduling flights, utilizing award points or bonus flight hours and much more.

6. Self-Service Retail Counter

The retail sector is the most competitive market in UAE. There are several large retail chains and there are hundreds of small and local retail stores. Everyone is competing against each other in offering the best services to their customers. Whether it is a grocery store, a clothing store, an electronic shop or any other retail businesses, the customer satisfaction is their top priority. One of the most important factor in customer happiness for retail businesses is the customer waiting queues. If the queues get too long, people start quitting. The customer churn rate goes higher and the customers who just saw the long queues and never entered are a separate story. For any retail business it is extremely important to maintain a seamless customer flow. That is why retail businesses are actively looking into the possibilities of self-service check-out systems. A self-service checkout not only enable customers to check-out without relying on the sales staff but it also provide them more freedom and flexibility in the checkout process.

Self-Service Retail Counter

The self-service check-out counters or terminals are linked with the central information center and also connected with the cashier or service counter dashboard, which further simplifies the process and make it easier to deal with unusual situations. For retail businesses most of the time the physical space is also a barrier, which limits them to a certain number of counters, and more counters cannot be added. This is why the self-service check-out terminals are a great choice, they take less space, doesn’t require a human attendant or a staff, and are fully automated. The customer can scan their products and checkout very conveniently. The self-service check-out counters also allow the customers to enjoy some additional features, thanks to the digitalization and integration of the system with other technologies. The self-service check-out terminal can increase sale, improve the efficiency of the staff and results in better ROI. It also reduce customer churn rate and help businesses in building good relationship with the customers.

7. Self-Service Food Ordering System

The self-service technologies are also making their way in the food industry. Same like the retail sector businesses in food sectors also face similar problems. The customers don’t like to wait too long. Especially during the rush hours, the wait time could get too long. So much so that the customers consider to go to next restaurant. The long queues also repel customers and when there are long queues, some of the customers don’t even come inside. That is why the self-service food ordering systems are introduced. The system can facilitate customers through multiple channels for example, the customers can order food from the mobile app of the brand, or from their website or even from a self-service food ordering kiosk at the business premises. The self-service food ordering system offers more time and control to the customers and let them make payments easily. Moreover the businesses can also utilize the self-service technologies to boost their sales. Studies have shown that the customer who place their order at a food ordering kiosk tend to place bigger order comparing to the person who are dealing with a sales staff. The businesses can easily increase their sales, reduce the workload from the staff and improve customer experience with a self-service food ordering system.

Self-Service Food Ordering System

8. Self-Service Hotel Check-in System

For hotels and hospitality sector the top priority is the satisfaction of the customers and guests. The hospitality sector is one of the most scrutinized industry by the customers. People don’t often take such decisions very quickly, but once they established a trustful relationship with a brand they become more loyal to it avoiding any risk in going for a new or untried brand. That is why the customer experience is extremely important for hotels and hospitality industry. Most of the time guests are arriving from a distant location, more often foreign guests are also coming in UAE. As the Dubai Expo 2020 is going on, there are several other attraction that make the Dubai the most attractive tourist destination. In fact the entire country is admired by international and local tourists. The hotels, restaurants, and other hospitality businesses are huge contributors in the economy comparing to other countries. This means the competition is also very high and the guests have too many options available. Which further raise the importance of a great first impression and excellent service by the hotels.

Self-Service Hotel Check-in System

The self-service hotel check-in system is a great choice to enhance guest experience, as it immediately serves the customers without any delay and it also offer numerous other features which improve customer experience. The customers can be great with an automated self-service check-in kiosk which allow them to login with credentials or scan their passport or any other document to login to the system to be able to check-in without the help of a reception staff. The guests can also change or customize their stay plan as per the availability and in addition to that the hotels can also run promotions at the kiosk which can help them increase sales and improve customer happiness.

9. Self-Service Wayfinding Signage

The interactive self-service wayfinding signage is one of the widely used interactive self-service technology in Dubai. Mainly shopping malls, large offices, libraries, educational institutes, hospitals, and large indoor facilities are using self-service wayfinding signage. The wayfinding signage is a large interactive screen which runs a wayfinding application. The users can easily navigate the entire facility from the wayfinding signage and they can also lookup for their destination. The businesses can also provide additional information, news/updates, tenant directory and details and much more. The digital interactive self-service wayfinding signage are great for advertisements and promotional activities as well. For example the shopping mall management can run adverts of the brands that are located inside the mall and this promotion can generate some revenue for them too. Moreover it is a great convenience for the visitors and customers to find a complete 2D or 3D map of the entire facility and easily get the location map to save time and hustle. The information center could also help the visitors to get the information from the self-service wayfinding signage. It can enhance customer experience and improve their journey.

See Also: What is wayfinding software and why is it important?

Self-Service Wayfinding Signage

10. Self-Service Vending Machines

The self-service vending machines are also very common, especially in bus stations, airports, hospitals, and such large waiting areas where the customers and guest could wait for an extended period of time. The vending machines can also be used by businesses to generate revenue and to reach out to the unexplored markets. The self-service customized vending machine is a great technology it can provide businesses a chance to reach to maximum audience. The customers can purchase many things such as cold drinks, snacks SIM cards, mobile covers, face masks and much more. Such small items are bought on regular bases, in areas where these items are not easily available is a great choice to install a vending machine. Businesses can also acquire such vending machines to either facilitate the purchase process or to improve their customer’s waiting experience. The vending machines are popular since many decades now and are still gaining more popularity. Businesses who are selling small items can utilize the vending machine to boost their sales.

Self-Service Vending Machines

Conclusion

The self-service technologies are revolutionizing customer service sectors all over the world. Here in Dubai and all around the UAE many businesses are proactively adopting to self-service solutions. Since past few years an ordinary customer is more accustomed with digital interactions. This lead to a faster adaptation of the self-service interactive technologies. In this blog we have listed top 10 self-service technologies. There are several others, and on top of that a business can completely customize a self-service solution to accommodate their special needs. This also allow businesses to innovate new features and facilities that can provide them a better competitive advantage. RSI Concepts is a leading customer satisfaction solution and self-service technology provider in Dubai, UAE. If you want to learn more about the self-service technologies or if you want to enquire about a self-service solution, 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: Self Service Kiosk for Retail Sector

Posted in Self Service Kiosk | Tagged , , , , , , , | Leave a comment

Benefits of Airport Kiosks in 2022

Posted on December 27, 2021 by admin

Benefits of Airport Kiosks in 2022

The air travel is increasing all around the world. Especially in countries like UAE where a huge number of expats are living along with millions of tourists visiting every year, the air travel is very common. The Dubai, Abu Dhabi and Sharjah are among the busiest airports in the region. Everyone knows the air travel could be so tedious and frustrating, let say if you have a 3 hours long flight, you must have to arrive around two hours earlier and after landing the immigration and clearance etc. could also consume a lot of time, which can easily expand a 3 hour air travel into a 7 to 8 hour hustle. Considering the current situation when there are several additional procedures and processes due to the COVID-19 situation, the air travel could be lengthier and more tedious. The passengers wants to get everything done as quickly as possible. The airport management wants to clear the lobbies and waiting area as fast as they could to prepare for the next flights and so on. In short there are too many things that airport management has to take care of in order to ensure the smooth process and happy passengers.

Benefits of Airport Kiosks in 2022

The airports are not just a transit point, in fact it is a very first interaction and impression of a country for millions of traveler. In this modern age of the internet and social media this image or impression could be shared with many more millions of people. It is not only the airport management but the governmentsalso who want to ensure an excellent passenger experience at their airports. This is when some automated tools and self-service solutions like interactive airport kiosks can be a great relief for both the passengers as well as the airport management and staff. The self-service interactive kiosks are very integrated in our daily lives. Since past few years the self-service interactive kiosks and digital experience have gained a huge adaptation all around the world. It is very logical to utilize the same in the airports too. In fact the passengers these days expect some kind of digitally enhanced experience and self-service terminals at the airports. Airports all around the world are heavily digitalizing and implementing modernized technologies to enhance their passenger’s experience and passenger journey. The self-service interactive kiosks or interactive airports kiosks are appearing everywhere all around the world. Here is a quick introduction to the airport kiosks and why they are so important in 2022:

What is an Airport Kiosk?

An airport kiosk is a self-service interactive kiosks. A self-service interactive kiosk have a user interface, mainly a touch screen based user interface along with required peripherals such as passport scanner, retina scanners, biometrics, boarding pass printer, receipt printer or any other such device. Different airport use different types of airport kiosks meant to facilitate certain section or even the entire passenger journey. Some airport also use guided signage and other methods to take the user through a fully or semi-automated self-service passenger journey. Mostly a few steps of the passenger journey are integrated with digital self-service solutions. The airport kiosks are also very helpful for the customer service representatives by simplifying their tasks and improving their efficiency.

What is an Airport Kiosk?

Read More: What are the best Customer Feedback Questions?

Airport Kiosk for Self Service Check-in Process

One of the main application of an airport kiosk is for the self-service check-in process. Many airports are using and many more are planning to implement such airport kiosks. Busy airports like Dubai International Airport (DXB), Abu Dhabi International Airport (AUH) or Sharjah International Airport (SHJ) can utilize the self-service check-in kiosk to boost their efficiency and to enhance the passenger experience and passenger journey. The airport kiosk with self-service check-in functionality also have a powerful software tool which can offer multi-lingual user interface and can be connected with various databases to ensure great functionality and quicker transition. The passengers don’t like being standing in long line for flight check-in process. This also put strain on the airport management and staff. A self-service check-in airport kiosk can effectively address this problem.

Airport Kiosk for Self Service Check-in Process

Here are some of the basic features of an airport kiosk for self-service check-in:

Print Boarding Passes,Luggage Tags and Tickets

Usually airport kiosks that are used for printing boarding passes and tickets are placed at the entrance of the airport. Some placed them inside and provide additional self-service counter along with the manual/traditional counters. The passengers can easily use the self-service check-in airport kiosk by signing-in with their credentials or by adding details of their ticket/booking or reservation number. Even the passengers can purchase same-day tickets or pay against their online bookings via the self-service check-in airport kiosk. The entire process takes a few steps and the kiosk’s large screen displays instructions for each steps as well, which makes it very quick and easy for the passengers. Once the check-in is done the self-service check-in airport kiosk can print the boarding pass for the passenger. The passengers can also print the luggage tags from the same kiosk which also reduce the check-in service delivery time and make the entire process very convenient and quicker for the passengers.

Print Boarding Passes,Luggage Tags and Tickets

Change, Update or Upgrade Tickets

Along with the self-service check-in functionality the airport kiosk can also offer additional features such as allowing the passengers to change their same-day flights or even allow them to cancel their tickets or re-schedule their flights. It all depends upon the policy of the airline and the airport. Usually when passengers are having connecting flights or transit flights they sometime requires to change their flight schedules or they sometime need to purchase same-day flight to avoid conflict which could be caused due to late flight or any other reason. Such features help the passengers and makes it easier for them to get the information about all the available flights without going to the counter of every airline at the airport. All the information and booking functionalities can be provided at the self-service check-in airport kiosk. The passengers can also access and use their reward points or flyer miles by simply logging-in at the self-service check-in airport kiosk. The passengers can also access to their other perks such as foods, drinks or passes for executive or VIP lounges. The self-service check-in kiosk can offers tons of features which enhance passenger experience and improve their journey.

Change, Update or Upgrade Tickets

Airport Kiosk for Self-Service Boarder Control and Immigration Process

The boarder control and immigration counters are always the bottle-neck at any airport. The world’s top five airports are all operating well beyond the capacity they were built for. So the passenger handling capacity is always a big issue for the airport management. Passengers coming from various flights can be accommodated in different lounges, however they all converge at the border control and immigration counters. All airports have different terminals or different sections which are operating as a standalone section including all the facilities in it, another factor is that the airport management must have to provide the border control and immigration counters close to the lounges where passengers are arriving from. That is why every airport have a limited number of boarder control and immigration counters. Which could cause congestion and can easily get crowded. In order to avoid such scenarios the airport kiosks can be used for self-service boarder control and immigration process.

Airport Kiosk for Self-Service Boarder Control and Immigration Process

The airport kiosk enables the passenger to perform boarder control and immigration process completely autonomously and contact free. Which enhance their experience and improve their journey. However, pleasing the passengers is not the only need, the boarder control and the immigration also require fool proof security and absolutely 100% accurate verification. The airport kiosk which are designed for boarder control and immigration are equipped with all kind of security features. All countries have their own security standards and verification methods. Here in UAE at Dubai International Airport (DXB), Abu Dhabi International Airport (AUH) or Sharjah International Airport (SHJ) usually passport scanning, retina scan and facial recognition is used for verification. The verification system is also linked with the central database which can immediately notify the authorities about any passenger if needed. The airport kiosk can provide all these verification steps autonomously and very quickly which help reducing the congestion and improve passenger experience. The self-service airport kiosk enables simple and quick boarder control and immigration process and let the airport management to accommodate more passenger within the available space and time.

Airport Kiosk for Self-Service Boarder Control and Immigration Process

Airport Kiosk for Self-Service Information Desk and Wayfinding

At any international airport like Dubai International Airport (DXB), Abu Dhabi International Airport (AUH) or Sharjah International Airport (SHJ) there could be thousands of passengers at a single point of time. Especially the DXB is one of the busiest international airport in the world, the number of passengers in the lounges or waiting areas or at duty free could be staggering, in such situations, the self-service information desk or self-service wayfinding kiosks can be very helpful. People often need information and seek help from the staff. Usually what people don’t know to whom they should ask for what enquiry, sometimes the staff they are contacting is also unable to provide the information hence they direct them to the relevant staff or information desk, however, self-service information desk is an interactive kiosk which is installed on different places. All the information are categorized and arranged in a way that a passenger can easily navigate to the required information very quickly without facing any hustle. Which improves their experience and also reduce the strain from the staff and let them focus on their primary tasks.

Airport Kiosk for Self-Service Information Desk and Wayfinding

The airports are very large places, passenger who are visiting for the first time or even frequent passengers could easily get lost. Sometimes passengers want to go to a specific location, in such situations the self-service wayfinding kiosks could be a great help. The wayfinding kiosks can provide full floor plan, searching facility and also capability to provide 3D maps, which help the passengers to easily reach to their destiny. The airport management can also use the wayfinding kiosk to make announcements or to push any update in real-time on the screen. The wayfinding self-service interactive kiosks can also be used for marketing and information purposes. As the self-service information desk and the self-service wayfinding kiosk are digital so the airport management can update the content and information in real-time and instantly. Which ensures that the user will get the up-to-date and highly accurate content and information on these airport kiosks.

Airport Kiosk for Self-Service Information Desk and Wayfinding

Benefits of the Airport Kiosk

There are several benefits of the airport kiosk. As it is an interactive kiosk with capabilities to customize to fit in all sort of airport operation and processes, the airport management can utilize them at different places and can have so many advantages. The airport kiosks are equally effective for the airport staff and as well. For example, I have recently arrived at Sharjah International Airport (SHJ) where I had to do a PCR COVID-19 test, the process was so simple and quicker, the healthcare staff just had to scan my passport at an interactive kiosk, it automatically pull-in all the required data, and that is it. No need to fill in forms, or provide them any other information or long waiting in the queues. That is just one small application, and it could save hours or passenger’s waiting time and a lot of resources for the airport and it also improve passenger experience. Similarly wherever the airport kiosk solution is implemented it can offer different advantages.

Benefits of the Airport Kiosk

Here are some of the benefits of commissioning an airport kiosk solution:

  • Quick and autonomous check-in reduce wait time and improve passenger experience
  • Passport scanning, EID card reader, biometrics, retina scan and facial recognition ensures 100% accurate verification and fool proof security
  • Facilitate border control and immigration process by self-service operation
  • On-screen instruction and quick access to relevant information makes it more user friendly
  • Connectivity and integration with other airport systems and airline databases enable the airports to offer innovative features to maximize the usability, convenience and efficiency
  • Up to 60% reduction in waiting time, results in excellent efficiency and quicker passenger journey
  • Additional features and facilities improve passenger satisfaction and increase their trust
  • Less initial cost, very low maintenance requirement and long life-cycle made them very cost-effective solution
  • Customization enables the airports to offer unique and desired features for higher passenger satisfaction
  • Data privacy and security features ensure ultimate security and help authorities
  • Helps airport management and authorities to utilize human resource more effectively and efficiently which also help reducing the operational cost
  • Low cost upgrade and modification with ability to repurposing
  • Real-time monitoring, remote control, updated content and business intelligence gathering

Conclusion

By the end of the year 2021 we have witnessed rapid increase in the air travel and the same trend will continue in the year 2022. It is not only the larger runways or beautiful architecture that makes an airport good, in fact it is the passenger’s experience and their journey along with the operational capabilities that distinguishes an airport from the others. One of the biggest hurdle that any top ranking airport faces is the limited capacity and continuously increasing number of daily passengers. Large airports in UAE like Dubai International Airport (DXB), Abu Dhabi International Airport (AUH) or Sharjah International Airport (SHJ) there could be thousands of passenger at a single point of time. Satisfying them all could be a very trickier task for the airport management.

The airport kiosks can be a great help and a big relief for the airport management. The interactive self-service kiosks not only boost the operational efficiency but it also reduce the passenger waiting time and it enhances their experience and journey at the airport. RSI Concepts is a leading interactive kiosk solution provider and our latest airport kiosk systems are ready to help our customers all around the world. If you want to learn more about our solutions or interested in a quote 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: How to Build Customer Feedback Strategy?

Posted in Kiosk Dubai | Tagged , , , , , , | Leave a comment