Enduring Customer satisfaction needs kiosk technology PLUS the human connection

Enduring Customer satisfaction needs kiosk technology PLUS the human connection

Self service Kiosks accelerate transactions and are always available. But, they are not renowned for offering a word of reassurance or being able to understand a user’s body language towards them.

As kiosks handle increasingly more complex transactions in our lives, the human connection becomes ever more vital.
Human support also bridges any technology understanding gap between customrs and kiosks. When technology fails, as it does sometimes, the human support should be there to help

It is the human connection that is still prized even when customers use self service kiosks for convenience.

Organisations that offer self service kiosks for their customers AND friendly customer support staff to aid them, will be the front runners. They will be the places that customers will want to be. A clear differentiation of customer preference.

The push for efficiency and cost savings:
For many organisations, automation and self service delivers streamlined operations, with reduced labour costs. Banks, hospitals, hotels, retailers and QSRs view kiosks as engines of efficiency. The economic rationale is powerful: do more with less and deliver it without queues.
But customers need “managing” to fall in line with this approach.

Building rapport and reassurance in high-stakes interactions
When choices carry weight; think medical treatments, financial commitments, travel disruptions - rapport is essential.
Whether self-service kiosks are used for the actual transactions or not, customers look for engagement and reassurance that they are being heard and supported. The more complex the self-service technology is, and the more important the transaction is, the more support is needed.

Only a human can provide the depth of care needed to complement complex self-service technology.

Training employees for a hybrid service environment
Organisations that want the “do more with less” streamlining customer service approach, must ensure that their staff are trained and will embrace the new technology. In addition it makes their jobs that more interesting.

The consequences of not involving your staff in the use of kiosks can be disastrous. In the past we have seen delivered kiosks left out in the rain, where the receiving and implementing staff have not been trained and see the new technology as replacing their jobs.

Self service kiosks complement they do not compete.

Whilst some staff roles will need redefining, kiosks mainly do the repetitive work where the staff can evolve into advocates. They should guide, advise and create value where kiosks cannot. In short, the staff roles become meaningful engagement rather than repetitive execution.

Technology is never flawless. Staff should be capable of stepping in quickly and seamlessly when systems fail or customers are stuck. Quick and easy intervention reassures customers that they are still in capable hands.

Frontline roles now demand dual fluency…

Comfort in dealing with people and fluency in technology.
-The ability to troubleshoot the technology whilst keeping the customers happy.

We have seen both ends of the spectrum of self-service kiosks trying to offer great customer satisfaction. Call us for our insight – you know where we are.