Any business’ primary concern is staying ahead of the game. In the present context where trends and consumption patterns are ever changing, companies need to ensure they’re equipped with the right tools and services to maximise customer satisfaction – moreover, to ensure that these customers stick around. EPOS systems support the configuration of self-ordering kiosks into their overall setup and we have seen this trend slowly but surely been adopted by businesses around the world.
Self-ordering kiosks are increasingly used in a range of stores and restaurants to give customers a highly personalised approach to shopping and dining, along with optimising managerial aspects of a business. Such systems may also make the overall shopping experience more efficient – especially if customers are given the option of placing orders and purchasing items through such devices.
This allows for a highly accurate ordering process and a truly hassle-free way of going about your business, especially in this day and age. Such in-store setups have reported high success in ensuring customer satisfaction, as well as in driving up sales.
Continue reading on to find out how self-ordering kiosks could be the future of most of the businesses around us.
For decades, operators had been looking for ways to strengthen their customer service ratings and improve wait times during rush periods and, ultimately, have that reflect through their sales numbers. Understanding that today’s consumers are more tech-savvy, businesses are increasingly looking for solutions that not only benefit the consumer but also the merchant.
While early versions of the technology were used for commercial purposes, the hospitality industry has adapted kiosks to integrate menu items and pricing – ultimately making them available near cashier stations or even on individual tables to reduce the wait time of their patrons.
Consider the experience of one global quick-service restaurant (QSR). The company installed four kiosks at a pilot store and in just two months achieved 22% more in-store transactions, 23% increase in overall sales, and 89% of customers reporting that they would use this again.
This proliferation of digital solutions is part of a larger trend toward retail automation. Kiosks and other technologies are critical for maintaining profitability in the face of rising labour costs and increasing complex customer expectations.
Kiosks can also help retailers address the challenges of acquiring, training, and maintaining a workforce. Due to high employee turnover in retail, these issues often result in high and unpredictable costs. In contrast, kiosks can shorten customer wait times, reduce revenue losses from order errors, in addition to reducing the cost of hiring additional staff as well as creating upsell opportunities.
According to Benoit Dupuit, head of Marketing for Acrelec, the initial costs for a self-service kiosk can be recovered in one to two years. After that, ongoing costs drop to a lower, predictable amount for occasional kiosk upgrades and maintenance.
Aside from labour cost savings, kiosks can enhance the customer’s shopping experience, which will help increase the bottom line for a business. The array of applications a kiosk can provide is almost unlimited, as long as the right hardware is in place.
Self-ordering kiosks can improve customer service by speeding up the ordering and checkout process. More consumers are seeking options for faster ordering and payment, and self-ordering kiosks offer the ability for them to control the transaction from start to finish. A survey by Retale found that nearly half of respondents would like to see more kiosks, and 20% of millennials don’t even like interacting with cashiers at checkout.
Now that we know the benefits, how do you optimise the technology to ensure you’re getting the most bang for your buck – should you decide to implement kiosks in your business?
For starters, make sure your kiosk technology is customisable and works well with your EPOS system. No two restaurants are the same and some standard solutions have very limited features that lock you out of the latest innovations. Look for a partner that allows you to customise the look and functionality the way that you want, not one that requires you to use cookie cutter features and functionality.
Kiosks should also be tightly integrated with your EPOS system so orders are automatically processed and don’t require a lot of time and labour to keep menu items and pricing up to date.
Kiosk hardware and software manufacturers continue to fine-tune their self-order kiosks, while EPOS system manufacturers introduce kiosk modules that integrate with mobile ordering, kitchen display systems, and back-office management software. All this spells good news for the future of self-ordering kiosks. For more information on this important technological advancement, visit eposEX.