Embracing the ‘Self-Service’ Culture with Interactive Touch Screen Kiosks

Today’s consumers have high expectations for content to be interactive and engaging, while also anticipating that brands will provide platforms enabling direct interaction with the information. This demand for dynamic and personalised experiences has led to the rising popularity of self-service technology and interactive touch screen kiosks, particularly in the Quick-Service Restaurants (QSR) and retail industries.

Interactive touch screen kiosks – self-service terminals equipped with touch-sensitive displays – enable customers to access information, browse products, place orders, and interact directly with the brand. With its ability to provide real-time information, product recommendations, and seamless transactions, interactive touch screen kiosks can effectively help retailers enhance the customer experience, streamline operations, increase sales, and ultimately, drive business success.

Interactive Touch Screen Kiosks in Retail Environments

When used for wayfinding, interactive touch screen kiosks in large retail spaces such as department stores serve as a valuable tool to assist customers in navigating the store’s layout and finding specific departments or products.

For those retailers who have reduced the number of large stores, holding large stock levels, interactive touch screen kiosks allow them to offer an ‘endless aisle’ of products and services to their customers. Kevin Bierman, Head of Digital Signage at Moving Tactics, South Africa’s leading digital signage solutions company says, “In a world where consumers want to know more detail about products before they purchase, interactive kiosks play a crucial role in meeting these demands”.

A successful example of this application can be seen in the mobile/cellular kiosks at Edgars stores that provide customers with the latest promotions from cellular service providers and handset manufacturers. The interactive ‘touches’ on these interactive touch screen kiosks are recorded as ‘clicks’, similar to the way in which website interactions are measured and reported on. By providing Edgars, the service providers, and handset manufacturers with valuable insights into what customers have been engaging with at store level throughout the month, the data can be used to guide future in-store promotions and content development, allowing for more targeted and effective marketing strategies.

Self-Service Kiosks grow in popularity in Quick-Service Restaurants (QSRs)

As economic challenges continue to affect restaurants, QSR brands are leveraging touch screen kiosks to streamline the customer experience, drive sales and increase profits.

These interactive touch screen kiosks enable customers to independently browse menu items, place orders, and make payments using a payment device. Integrated with the restaurant’s point of sale system, they ensure a smooth and efficient ordering process. And the visual capabilities of the kiosks inspire extra add-ons and orders of premium limited-time menu items, leading to higher average check-out spend.

“With the entire transaction occurring via the interactive touch screen kiosk, self-service terminals can alleviate bottlenecks in linear queue management during order placement, leading to reduced waiting times and a faster processing speed of orders for regular customers. Moreover, self-service kiosks can upsell to customers in real-time based on their preferences, contributing to increased basket spend and enhancing the overall customer experience in QSR environments,” explains Bierman. 

Whether you’re in the retail or QSR industry, the integration of retail analytics software with interactive touch screen kiosks can provide real-time engagement data to enhance the customer experience.  By understanding what their customers are engaging with, QSRs and retailers can use this data to better their offering and tailor their marketing campaigns to meet their customers preferences, ensuring they deliver the right product or service to the right customer at the right time,” concludes Bierman.

To learn more about Moving Tactics’ interactive touch screen kiosk solutions, click here.

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