Self-Service: What to Expect in the Coming Years?

Self-service is the modern way of helping customers. It fits perfectly with how people in the 21st century like to do things. Nowadays, many customers prefer to use self-service instead of talking face-to-face or in person. They want to solve problems on their own instead of asking someone else for help. The idea of quickly fixing a problem by yourself is very appealing in today’s fast paced world. It totally makes sense that self-service is not going away – in fact, it’s only going to become more popular. Self-service market is only growing. Businesses are seeing this and adding self-service options to make their customers happier.

From automated checkouts at grocery stores to interactive kiosks at airports, self-service technologies have revolutionized the way we interact with businesses and services. As we venture into the next few years, it’s essential to anticipate how the self-service industry will continue to evolve and shape our experiences. Let’s take a glimpse into the future and explore what we can expect in this dynamic landscape.

AI as a Tool for an Enhanced personalizition

Of course one of the most exciting developments in the self-service industry is the integration of advanced data analytics and artificial intelligence. With AI now being the most discussed technology improvement in the world, self-service systems will become more adept at analyzing customer behavior and preferences. This will lead to highly personalized experiences, where self-service kiosks and platforms can anticipate user needs and offer tailored recommendations. Imagine walking into your favorite coffee shop, and the self-service screen already suggests your preferred drink based on past orders.

Seamless Integration of Multiple Channels

The future of self-service is not limited to physical kiosks alone. Businesses are increasingly focusing on omnichannel strategies, which seamlessly integrate online and offline interactions. Expect to see self-service options that allow customers to start a transaction on their mobile device, continue it on a kiosk, and finalize it through a website—all while maintaining a consistent experience throughout.

Expanded Industry Applications

While self-service technology is already prevalent in sectors like retail, travel, and hospitality, its influence is expected to extend to new industries. Healthcare, for instance, see the implementation of self-service kiosks for patient check-ins and prescription pickups. We already see that this is catching up with the healthcare industry and soon there will be even more industries that will see the benefits of self-service devices. Similarly, education might adopt self-service platforms for enrollment processes and course registration, streamlining administrative tasks and reducing wait times.

Enhanced Security Measures

As self-service systems handle more sensitive information, such as payment details and personal data, cybersecurity will be a paramount concern. In the coming years, self-service technology will likely incorporate more robust security features, such as biometric authentication (fingerprint or facial recognition) and advanced encryption protocols, to ensure the protection of user data. This is also one of the driving forces of self-service device rising popularity – they can provide more privacy.

Integration of Virtual Assistants

Virtual assistants and chatbots have already made their mark in customer support, and their integration with self-service platforms is a natural progression. These AI-powered assistants will offer real-time guidance and support as users navigate through self-service processes, making the experience more intuitive and user-friendly.

Continued Evolution of Payment Methods

The way we pay for goods and services is constantly evolving, and self-service technology is poised to keep up with these changes. Expect to see more options for contactless payments, mobile wallets, and even experimental technologies like biometric payments, where your fingerprint or retina scan could replace traditional payment methods.

In conclusion, the self-service industry is on the cusp of significant transformation in the coming years. With advancements in technology, increased personalization, integration across channels, self-service experiences are set to become more convenient, efficient, and user-friendly than ever before. As businesses continue to adapt and innovate, consumers can look forward to a future where self-service solutions cater to their needs while enhancing overall customer experiences.

To discuss self-service solution possibilities for your business, please get in touch with us today, and one of our team members will be more than happy to advise you!

August 9, 2023 Bussiness, Future, General, IT No comments yet

More money is spent using self service kiosks

McDonald’s was one of the first to massively switch to self service oriented customer service and shows no sign of stopping.

McDonald’s has reported a 6% increase in sales after introducing self-service order. Business Insider, 2017

At the moment using the benefits of technology has reported a 6% increase in sales but McDonalds isn’t the only fast food chain to consider giving customers more control over their orders using technology – “Burgers & Ribs” joint called Chili’s introduced self-service tablet ordering and increased dessert orders. Cinema industry example from Cinemark “had concession spending per person climb for 32 straight quarters” thanks to self service concession kiosk introduction in the US. And this is not only happening in kiosks, also online food orders can do magic as Taco Bell’s new food ordering app generates a 20% increase in average order. This is easily achieved with additional purchases and suggested up-sells – the device never forgets to offer a drink for your meal, additional source or dessert.

Why do people prefer self service over human interaction?

Touchscreen has the luxury to show images of the order with detailed info about what is included. Also the client has no friction of requesting this info with a simple tap, while asking a lot of questions while there is a queue behind you might not be the case because of social pressure. Since customers can see their own orders it significantly cut down mistakes.

Research done at the Rotman School of Management, Duke’s Fuqua School of Business, and the National University of Singapore did a research where they found that people buy less goods that have hard-to-pronounce titles because they do not want to sound silly. Using self-service in this situation helped to enjoy a 8.4% increase in sales. The researchers concluded that consumers might fear being misunderstood or appearing unsophisticated in front of the clerks. Self-service helps to remove the social friction.

New Tillster research reveals that in the past three months 25% of restaurant customers have used a self-ordered kiosk at a restaurant — up 7% year-over-year. Moreover, more than 65% of customers said they would visit a restaurant more often if they provided self-service kiosks, and 30% of customers prefer to order from a kiosk over a cashier if the lines were of the same length.

To sum up

There are multiple reasons why self service kiosks are loved by clients and why it is a valuable investment by companies.

Key takeaways:

  1. Self service will increased revenue and average order size
  2. Because kiosk will never forget to upsell or cross-sell
  3. It cuts costs for business
  4. It has no training costs
  5. It will not require a salary increase or leave to work for a competitor 🙂
  6. No fraud possibility 
  7. Current staff members can be moved to more crucial areas of the venue or used for custom (specific) orders
  8. Enhanced order accuracy
  9. Less queues and faster user experience

To discuss the benefits for your self service kiosk, please get in touch with us today, and one of our friendly experts will be more than happy to advise you!

March 31, 2020 Bussiness, Future 2 comments