Table of contents
As a business owner, finding ways to streamline operations and improve customer service is always a priority. If you run a busy restaurant or retail store, a self-service kiosk may help you do just that.
What is a self-service kiosk?
A self-service kiosk is an interactive touchscreen device that allows customers to buy products or services without the help of a staff member. It includes hardware and software components that make it possible for customers to browse items, place orders and pay independently.
The hardware component is a screen device fixed in place to surfaces such as walls, countertops or floor stands. The software component is a kiosk application that allows you to design an ordering workflow that suits your business.
How a self-service kiosk can help your business
Improve space management.
A self-service kiosk can save significant counter space. To guide the traffic flow towards your self-service kiosk, consider placing Order Here signage nearby.
Keep your labour costs in line, not your customers.
Customers can complete orders with little or no staff attention on a self-service kiosk. This helps free up staff members for other important activities that benefit from human interaction. According to the Square Future of Restaurants report, all (100%) surveyed restaurant leaders said they use technology and automation to help fill critical gaps when they’re not fully staffed. 36% rely on automation and technology specifically to accept customer orders.
Onboarding a self-service kiosk may be particularly helpful if your business is short on staff or, like many restaurants, is experiencing higher labour costs due to rising minimum wage requirements.
Give customers more control and a better customer experience.
In self-service mode, customers have complete control over their orders, so they can select items they need quickly and check out faster. For busy restaurants with loud atmospheres, this can translate to fewer order errors and shorter waiting times, which helps improve the customer experience overall. ‘We operate in small, loud spaces – with busy indoor restaurant locations and food trucks.
Increase your revenue.
Adding a kiosk to your restaurant or shopfront can also help bring in more sales. First, self-service kiosks offer customers anonymity, so customers can order more items or make special requests without feeling judged. How does this translate to higher sales? In one 2014 study, the market share for hard-to-pronounce items increased by 8.4% via self-service channels.
Second, self-service kiosks allow you to set up well-planned upsells and other incentives that can be presented to customers in a carefully considered way. Many ordering platforms include visual menus with upselling features that suggest additional items based on a customer’s order. This can help drive bill averages by encouraging add-ons such as sides and beverages or calling attention to bundled meals. Customers who order at kiosks at Shake Shack, for instance, spend nearly 10% more on average compared to those who order at cashiers.
Receive better customer insight.
Customer activities on self-service kiosks can be tracked accurately, giving you more insight into customer behaviour and preferences through top-selling items and associated revenue. This data can enable you to offer more targeted experiences. For example, you might offer promos on the most popular menu items.
How to set up a self-service kiosk for your business
Analyse your business needs.
Consider whether a self-service kiosk is a wise investment for your business. Think about the purpose of your kiosk and how you intend to use it. For example, if you run a busy quick-service restaurant, you may want to speed up customer service or optimise space. In contrast, if you operate a full-service restaurant, you may need an easy way for waiters to input orders without crowding the kitchen or counters.
Choose the right device.
Once you’re clear about the purpose of your self-service kiosk, the next step is to choose a device. Consider ease of use. The last thing you want is a device that’s difficult for customers to use or requires several minutes of explanation. That defeats the purpose and experience of a self-service kiosk. The same goes for your staff. Choosing a solution that integrates directly with your POS and kitchen display system can help your team fulfil more orders quickly.
Next, match device specs against your requirements. If freeing up counter space is a key requirement, consider a compact device, which can be fixed anywhere – on a wall, a flat surface or a floor stand. A compact design can also give you space to add more than one kiosk to your store or restaurant to take even more orders.
Promote your kiosk.
Your self-service kiosk is only helpful if your customers use it. Inform customers about your kiosk and find ways to boost adoption. In-store signage can introduce customers to the kiosk and provide easy instructions. You can also encourage customers to use the kiosk by offering a discount on orders placed via the self-service kiosk.
