The Perspective 
Tuesday, 29 October 2013

By: Kisha Wilson
Marketing Manager at Slabb, Inc.


A company should offer a good product, great customer service, exceptional after-sales service and options to attract customers. But even with all of this, is the deciding factor when purchasing a product all about convenience?

We may know what product we want, if not, we research and identify various options. It is also great when the salesperson we communicate with is knowledgeable and helpful. A warranty on the product and the assurance that having the product maintained and repaired when needed is also a plus. Let's suppose we get all of this at a store and have our much needed product in hand only to face the prospect of a long, meandering line or slow checkout service?

Just think of the angst you experience at Thanksgiving and Christmas when you're faced with long lines. It can also be like this if the store or product is popular. Would facing this, ultimately change your decision about getting the product? For some people, it wouldn't.

I think for me it would. I have three children, two under the age of four and my time is literally never my own. There are so many options and alternatives now that a long line is definitely a deterrent for me. It is even more infuriating when there are several check-out counters with only one or two being manned. I often wonder why businesses do this when they can choose the alternative of providing a self-service method such as an interactive kiosk. Think of how much easier flying is when you check-in beforehand or you avoid the lines by going straight to the check-in kiosk.

Some may argue that it may seem impersonal and limit a company's ability to create a lasting relationship with a customer. Could it also be a missed sales opportunity to promote the benefits of additional products at the check-out line? Maybe not. There have been so many times when things are just so busy the salesperson cannot dedicate their time to the customer in front of them or forgets to offer add-on purchases anyway.

Most customers would return to a store that considers their time, and makes their shopping experience easier. On that account, being less harassed by the sales experience, they might even take the time to answer a quick survey at the kiosk, or entertain add-ons to their purchase which, once programmed correctly, the kiosk will never forget to offer.

According to the Zendesk Benchmark Q2 2013, there has been an increase in customer satisfaction reflected in an average customer satisfaction score of 81 percent. One of the main factors contributing to this is the increase of self-service offerings such as kiosks.

Interactive kiosks are the machinery of choice when it comes to giving the public as many options as possible when conducting transactions. We used to be limited to ATMs, but now self-service kiosks are everywhere, from supermarkets to theatres, to every type of retail location where transactions take place. Depending on the industry, businesses can choose outdoor models, freestanding, desktop or wall-mounted self-service kiosks that offer superior convenience and serve a variety of needs.

This makes it important for companies to choose the right kiosk provider that can understand their needs and provide service and support for the unit. A company with experience, that will ensure that every element of programming and maintenance will be taken care of with the utmost care and precision, as well as ease-of-use for both customers and employees. A kiosk provider should offer custom solutions with both hardware and software to ensure smooth operation at all times.

Previously posted on

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