If you are living in Dubai or any other part of the UAE you must have seen these glittering screens standing everywhere, whether it is a shopping mall, a bus station, a metro station or even a street these interactive kiosks are very common sighting in UAE. The reason why businesses are using so many different types of interactive kiosks is to enhance their customer journey and to improve their efficiency. Regardless of the industry, businesses are actively commissioning these AI powered high-tech interactive kiosk machines to obtain highest levels of customer satisfaction by improving the customer experience and customer journey. Another great advantage of using interactive kiosk is to reach out to the locations and areas where opening up a new branch or setting up new office is not feasible hence your customers in such locations can easily access to the services without need to travel to your closest branch or office. These benefits along with higher customer satisfaction compelled businesses to utilize interactive kiosks.
For any business achieving the highest of customer satisfaction is always a top priority. The customer satisfaction is dependent on the customer experience and customer journey. If a customer have a good experience and satisfactory customer journey, they are tend to become more loyal to the brand. The loyal customers are a precious asset for any business. The customer loyalty fuels long term success and sustainable growth. Happy and loyal customers also become great brand advocate and help promoting a positive brand image and add value to brand’s reputation and credibility. A well-known positive brand name attracts more customer easily. A strong brand identity also help acquiring more leads and sales with the marketing efforts. Altogether these aspects help businesses to grow faster and increase their profitability. Here is how interactive kiosks can improve customer journey:
Add Convenience to the Customer Journey
The past few years have completely transformed the customer behavior all around the world. People are more accustomed to digital interaction. With the rise of e-Commerce, mobile applications and online purchasing trends, people tend to expect some digital experience from the businesses. According to studies and surveys almost 78% customers wants to have a digital interaction or usage of technology to enhance their in-premises or at-store experience. More than 60% of the customer said they will prefer to have a digital interactive self-service solution. The very reason of this behavior from customer is that the interactive kiosks and self-service solutions offer great convenience and provide more freedom and control to the customers. That is not all, the interactive kiosks and self-service solutions also help businesses to raise their operational efficiency and help them improve their employee performance too. Which translates into higher customer retention and higher profitability.
If a business meet the expectations of the customer, it become much easier to satisfy them. The customer always appreciate if they get what they are expecting, it connects them with the brand and raise their interest. It also makes the customer journey more convenient and customer-friendly. Moreover the businesses can use tactics to identify the customer and offer them personalized experience which is based on the past interactions, preferences and their choices they made last time. This also make customer journey more engaging and simpler for the customers. Furthermore the interactive kiosks always keep recording the system stats, usage data and various other business intelligence matrices which help businesses to increase customer engagements and let them make the process more user friendly and increase customer’s convenience and comfort.
Easy Access to Customer Support and Services
The interactive kiosks can operate 24/7 without any interruption. That means the customers no longer need to worry about the business timings or the traffic on the way. They can reach to an interactive kiosk instead and can avail the services or information at any time of their choice and convenience. Another important aspect of customer journey is the wait time. Studies have shown that the customer can only wait for up to 13minutes, any time longer than that will add to their anxiety and will make them worried. Hence they will arrive at the counter in an unrest state of mind, which make it extremely difficult for the service agents or employees to deliver a satisfactory customer experience. The customers would be upset, bored or annoyed, which reduce their level of acceptance, which make it difficult for the service agent to make them understand something, such scenarios lead to conflicts, disputes, and unwanted stress among both the customers and the service agents.
However, with an interactive kiosk which is available 24/7 there is literally no wait time, and the customer can access it at any time. These days in UAE people are in general very used to of getting instant resolution to their problems, whether it is your flat which needs a maintenance service, or you want to purchase something, or you want to deal with your bank, everything is just a few taps on the mobile screen away. This makes customers very demanding and it have also raised their expectation. Now a days the customer wants instant resolution to their problems hence the need to access to the service instantly, the self-service and interactive kiosk solutions can provide businesses a chance to enhance customer experience and customer journey by simply making support and services available 24/7.
Intuitive User Interface (UI) Make User Journey Simpler and Happier
A business have a variety of customers, some have advanced level of technical knowledge some are simple laymen with less technical proficiency. Another big problem in UAE is that the country’s national language is Arabic, however, a large number of expatriates residing in the country are from non-arabic regions. Which makes it important for businesses to offer multi-lingual support in their interactive and digital user interfaces. Adding multi-lingual support could simplify the customer journey and improve their experience. Moreover the digitalization also enables businesses to simplify the customer journey by reducing various steps and automating various business processes. Which reduce the amount of efforts required by a customer to avail a standard service or support. The user interface not only simplifies the business processes but it is also used to provide additional information and simple navigation through support content and materials which a customer might be needing during the process. The on-screen instructions and tips also help simplifying the customer journey and raise their satisfaction.
Hardware Features Simplify Customer Journey
The interactive kiosks always come with a touch screen which makes user experience more convenient and satisfactory. Moreover the interactive kiosks can also integrate several peripherals which enhance the usability of the kiosk and allow businesses to offer multiple services and innovative solutions for the customer’s needs. Customer can scan their Emirate ID cards, Job IDs, Passport, documents and much more. The interactive kiosks also allow customer to take prints of documents and dispense receipts. Businesses can also provide online payment methods and integrate credit/debit card payments along with modern digital payment methods such as Apple Pay, Google Pay, etc. These features and functionalities help customers easily avail the services and enhance their experience. The digital screen can be used to provide information and instructions as well which also simplify customer journey and increase their happiness and satisfaction.
Boost Employee Performance Improve Customer Journey
For any business the employee performance is very important. If your employee will perform well with maximum efficiency you can easily achieve your goals. The customer satisfaction and customer journey also depends on the performance and efficiency of the employees. If the employee work under balanced workload their performance increases significantly, if the employee work under extra workload their performance decreases. The employee performance have direct impact on the customer interaction, if the employees are not delivering quality services, no matter what else you do the customers will end up unhappy and unsatisfied. The interactive kiosks can be a great tools to reduce the workload of your employees.
People prefer to use self-service solutions, it gives them independence, more control and convenience and the biggest reason is that they don’t have to wait in long queues, so having a few self-service interactive kiosks along with your existing counters could significantly reduce your employee work load which can boost their performance and raise their work quality. Hence you will be able to offer a great customer journey which will eventually increase customer retention and profitability of your business. The customer retention and profitability is a key to long term success.
Collect Business Intelligence Data and utilize it to Improve Customer Journey
Another great advantage of implementing a digital solution such as interactive kiosks is to be able to collect precious business intelligence data. The business intelligence data provide businesses with a better understanding of their customer persona and the needs and demands of their customers. Businesses can also use business intelligence data and various KPIs (key performance indicators) to evaluate and asses the performance of the employees, branch and overall the entire business. The interactive kiosk is a digital system which is capable of capturing data and information at each and every step of the customer journey. For example how much time your customers take to go through the process of a service delivery? Or how at what step or stage of your customer journey your customer decide to quit, what are the bottle necks in the customer journey.
The interactive kiosk also provide a chance to collect feedback data from the customer where a business can ask them directly about different stages and processes of the customer journey. Such information is very useful in evaluating the effectiveness and efficiency of the current business processes, policy and strategy of the business. Businesses can tap in this data to their strategy making process and utilize it during their decision making, to improve the customer journey and customer experience.
See More: 11 Customer Feedback Examples for Business Success
Conclusion
Businesses in Dubai and all around the UAE are rapidly integrating digital customer experience in their traditional customer journey to boost customer happiness and customer satisfaction. The business’s growth and success relies on the customer loyalty which is driven by the customer satisfaction and customer satisfaction is totally dependent on the customer journey and customer experience. That is why it is critical to keep improving your customer journey to be able to meet their expectations and to be able to fulfill their needs. The interactive kiosks are used to simplify customer journey and to provide them easy access to the services 24/7. Businesses can also leverage other features of interactive kiosks such as transformation and digitalization of the services, collecting business intelligence data and boosting employee performance. Moreover it is extremely cost efficient to provide a self-service interactive kiosk at the places where opening up new branch or regional office is not possible.
The interactive kiosks can help businesses in obtaining higher customer satisfaction by simply enhancing the customer journey and customer experience. That is the reason why every business should consider implementing digital solutions, self-service tools and interactive systems. RSI Concepts is a leading interactive kiosk and customer satisfaction solution provider in Dubai, UAE. If you need any help with your customer journey transformation project or if you want to learn more about the subject please feel free to reach us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.
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