If you’ve been to a grocery store, bank, or even a fast food restaurant recently chances are you have probably interacted with a self service kiosk at some point during your customer experience. As minimum wage continues to rise and technology develops employers are turning to unique ways to dial there number of employees back while improving the customer service experience.
Customer Service Kiosk Industry Growth
“What we are finding is when people dwell more, they tend to select more,” McDonald’s CEO Steve Easterbrook told CNBC “So there is a little bit of an average check boost that comes with it.”
McDonald’s will add kiosks to 1,000 stores every quarter — roughly 10 stores per day — over the next two years, Easterbrook told the network. And the U.S. is late to the game: Kiosks are already fully installed at stores in English-speaking markets such as the United Kingdom and Canada. France was the first country to introduce the self-serve machines.
In addition to all of this, there is some research from 2011 showing that a seven second reduction in service times in fast food restaurants can increase the company’s market share by 1% to 3%.
It seems like sort of a win-win, both for companies that want to make more money and for customers who feel more comfortable without that social friction.
Kiosk are an incredible way to increase transaction volume, lower employment cost, and streamline the transaction process, unfortunately however they too have drawbacks
Kiosk Cost- Maintenance, Installation, and Service
Customer service kiosk require a new kind of work force outside of the typical customer service employees. Kiosk require field service technicians to install, maintain, and service these machines. Keeping a fully trained technician work force on the business payroll will surely trump any savings on keeping a streamlined customer service team. Luckily companies like Extended Field Force help alleviate this problem through providing fully trained field service technicians ready to handle any kiosk problems at the drop of a hat with indemnification to protect your business and patrons to boot!
EFF has experience in the restaurant, gaming, and pharmaceutical sectors as well as specialized Kiosks. This includes installation, cabling, repair, and preventative maintenance. Service level expectations can be established to meet business requirements down to the individual location. These services are offered 24X7 as the need demands. EFF also offers logistics, warehousing, and asset reporting if required.
Do you need help with your business Kiosk? Let us help, start a work order or give us a call today.