Pro-Touch

Month: June 2013

Kiosks Are Driving Customer Satisfaction

Posted on by Tom Quarry

Feedback and testimonials are invaluable to any company with 83% of UK business leaders believing that customers are the biggest drivers of change (source). Equally, the way in which companies go about obtaining that information from their customers is becoming just as important. The world today revolves around technology-based feedback and already many consumer facing industries are finding innovative ways of obtaining feedback in modern ways. So what exactly are the benefits of using a touch screen kiosk?

Capture

The average independent consumer doesn't want to be interrupted, put on the spot and asked a multitude of questions about their experience. Likewise, it is expensive for companies to employ people solely tasked with gathering this type of information. With this in mind it makes sense have the best possible system for capturing such valuable information.

Self-service kiosks can be used as another tool to help drive and gather customer feedback. By simply having a touch screen kiosk you can engage with the customer through tailored surveys, and accurately capture feedback at various touch points throughout their experience. In addition, the consumer can relay their thoughts back to the company at their own pace, resulting in higher quality responses.

Manage

Companies increasingly need and want to understand the role of the consumer in relation to their service or business, and that’s why it’s so important to stay current with feedback. However, if they’re relying upon customers to fill out questionnaires they not only have to count on being able to read their handwriting, but also need to ensure that the paperwork doesn’t get mislaid. With a touch screen kiosk companies can benefit from having access to the real-time voice of the customer, managing data from one clear interface.

Respond

Customer expectations are ever demanding and, with the rise of social media customer service, consumers expect real-time responses from businesses. Interestingly, a report by Rapide found that 81% of customers would be more likely to give feedback if they knew they would get an instant response (source).

With a customer feedback kiosk the process of comment and response is seamless; with one clear channel being used to capture customer feedback, one place for the information to be stored, and clear analysis on the data, it becomes easier for companies to respond to consumers accordingly. This, in turn, helps to build strong, loyal relationships between company and consumer; improving return-on-interest in the long term.

Review

According to Market Force Information, 41% of shoppers said the biggest frustration is lack of interest in their needs (source). Good customer service needn’t be hard and it isn’t with a touch screen kiosk. Software solutions provided by Protouch can provide tailored analysis to measure customer satisfaction, and help businesses to identify key trends. With a touch screen kiosk you can review all of the feedback collated in one place and make key decisions based on your findings; showing that you’re not only responding to your customers, but you’re listening to their feedback and taking it onboard, in order to improve the quality of your product or service.

As younger generations increasingly look to technology to give feedback to companies about products, services and experiences is it time you improved your process? If you are looking for an easy-to-set-up, in-store kiosk solution contact Protouch and see how we can help you.

Image source: Under 30 Ceo

The Benefits of Touch Screen Kiosks in HR

Posted on by Tom Quarry

From travel and banking, to retail and hospitality, there's no denying that the digital touch screen industry is paving the way for the future of the consumer landscape. However, touch screen kiosks are not solely reserved for consumer facing sectors, and can prove highly beneficial when rolled out in corporate environments too.

Research carried out by CIPD found that engagement levels among staff have plummeted to record lows – costing organisations a fortune. The CIPD’s Spring 2013 Employee Outlook survey found that only 37 per cent of staff are actively engaged at work, a figure that drops to 33 per cent in the public sector. While the survey focuses mainly on re-engagement in a social sense, seeing companies investing in internal social media platforms, the findings can also be applied to the successful deployment of touch screen kiosks in HR departments.

New generation technologies can inject fresh takes on age old practices. Touch screen kiosks not only provide a number of ways to enhance employee experience, but they come with many other benefits too, including;

Employee engagement

As individuals become less focused and more accustomed to processing an abundance of real-time information, it is fundamental that businesses find more ways to better engage with employees. Touch screen information kiosks help to bridge the digital divide for around 30-40% of employees; who do not have daily access to desktop computers, such as those who work in manufacturing.  When placed in high-traffic areas like canteens or communal rooms, touch screen kiosks allow HR departments to connect and engage with their entire work force, without needing be present.

Time saving

A touch screen kiosk can alleviate HR staff from the inconvenience of menial tasks, that do not need to be performed by a human. For example, instead of relying on staff members to answer questions, employees can use a touch screen kiosk to access company FAQs or other relevant information; such as company policies, benefits, payslips, holiday allowances and so on. As well as this, if your business has departments which operate outside of the usual 9-5, Monday to Friday hours, touch screen kiosks can allow employees to access information and complete numerous HR tasks, around the clock. By deploying a touch screen kiosk, HR teams can spend more time on more important jobs and employees can benefit from a wealth of information at their fingertips.

Environmentally friendly

Many companies are now moving away from paper payslips, holiday request and time tracking forms as they begin to see the benefits of digital information points.The increasing costs of printer ink cartridges, versus the decreasing amount of printer ink inside the cartridges, means that they are not good value for money. Adding to this, The Environmental Protection Agency claims that we get through 4 million tons of copy paper annually; which, as we know, comes at a significant cost to both businesses and the environment. Living in the age of technology makes using less paper and ink cartridges in the office easier, with touch screen kiosks carrying out a range of tasks at a significantly lower price.

More control

Transparency is important to employees and the more control and involvement they are given in the HR process, the more empowered they will feel. With a stand alone computerised system employees can conduct human resource tasks themselves, having greater control over their benefits, work hours, holiday allowance and payslips. All of this can be managed in real time without the need of HR representatives being present.

Cost effective

When all of the benefits are considered together HR kiosks prove to be highly cost effective. Such a machine can save a company a great deal in overheads; from reducing HR staffing costs and training, to saving on printing and eliminating distribution costs. As well as this, with self serve kiosks providing a heightened level of help and support for employees, and enriching engagement, companies can aim to reduce employee turnover in the long run.

Deloitte rates only 6 per cent of HR departments as ‘excellent’ for their analytics, with over 60 per cent labelled ‘poor’. With this in mind perhaps it’s time you re-evaluated your HR department and started thinking about how it could be improved with the adoption of touch screen kiosks; to offer more satisfaction for your employees and a greater return on interest for your company.

If you’d like to find out more about how a touch screen kiosks could help your HR department, contact Protouch today.

Image source: HR management

The Different Uses Of Check in Kiosks

Posted on by Tom Quarry

Automation of service and check-in has many advocates and understandably so. It’s quick, shortens queues, with great software is self-explanatory and provides the specific service right down to a tee. Of course, this means check-in kiosks have been adopted right across the self-service industry – so let’s take a look at some of the most innovative and most commonly used areas for these items.

Airlines

A prominent place for check-in kiosks is the airport. Airports are a mass of queues, lines and people awaiting services from their airline. Self-service kiosks are created to reduce the incidence of such queues. The area of boarding passes and boarding pass printing is one that has benefitted from check-in kiosks.

Instead of having to queue to gain passes at desks or print them at home – something that poses a myriad of issues – travellers can do so quickly and efficiently at kiosks. These units come with facilities for reading passports and documents, as well as printers for tickets and baggage tags.

In addition they can upgrade services, make requests and perform almost all of the actions they would at a desk with an attendant. Statistics show that in an airport setting, check in kiosks can double the number of customers processed in an hour when compared to traditional methods.

Car Rental

The area of car rental is also one that has seen significant leaps in recent times and car rental check-in and check-out has become increasingly employed. These units reduce check in times, free up agents for other concerns and also allow customers to purchase ancillary products. In doing so they reduce queue times, improve efficiency, customer satisfaction and also save on costs.

Hospitality

The hospitality industry can utilise these kiosks in so many ways. From self-serve check in and check out hotel kiosks, to self-service concierge kiosks, the hospitality industry has been utilising kiosks from when they were in their infancy. Take a concierge kiosk and virtual receptionist software as an example of the amazing benefits of self-service kiosks. These units can be customised to provide way finding, ticket printing, VoIP call services and also for checking in and out of hotels electronically.

In the Workplace

Self-service check-in kiosks are also very beneficial in the workplace and can provide convenience for both employers and employees. From check-in and out for workers, to information, to registration for guests; kiosks can perform a number of jobs in the workplace. Kiosks can also be used for initial employee registrations, vacation requests and for updating employee information forms and info.

Medical Care

The self-service kiosk has also come into its own in a medical setting. Patient self-service kiosks are used increasingly in medical centres and hospitals for patient check in, collection of information and payments, to registration and cancellations. These units are also ideal for facilitating language translation, consent forms and gathering demographic and clinical information.

We’ve only touched on the cusp of the uses of these kiosks, but as is clear they provide significant benefits for a vast range of businesses.