Pro-Touch

Keeping Kiosk Uptime At A Maximum

It should be a priority to maximise the time your kiosk is up and running so that you’re utilising your investment in the machine. The first step is to organise that they be properly maintained because using a trained service technician to provide a physical fix to your kiosk during failure can be expensive and impractical, especially as it could be avoided by engaging simple preventative steps.

Organisational steps towards maximising uptime:

  • Invest in quality components that will reduce replacement costs long term
  • Specify who will be responsible for maintaining hardware and software – Someone to check the kiosk regularly to provide a weekly on-site preventative maintenance visit
  • Set up kiosks with alert messages when paper, ink or other consumables are low

Getting the fastest fix during kiosk downtime:

  • Agree action and response times with kiosk technicians for both remote and physical fixes
  • Try an initial troubleshoot to find the source of the problem or utilise the help desk numbers
  • Use a company who employ remote diagnostics (such as Protouch) to check your kiosk through the internet, to give the fastest scan and repair possible if troubleshooting is unsuccessful

What are the differences between Remote & Physical Fix?

Remote Fix
Remote fix allows for your kiosk issues to be resolved in real time, without the need for someone to be physically at the kiosk, by using remote management software. If the issue is software related the technician is able to log in, diagnose the fault.

Physical Fix
More serious problems with your kiosk may mean remote fixing is not suitable, and you may need a technician to come on site to find the route of the problem by examining the machine itself.

The Risks of Deploying a Tablet Kiosk

While familiarity and reliance on consumer devices grows, so does the desire for more digital touch points in the areas where people work, shop, travel and socialise. This current trend has lead to some business owners choosing tablets and iPads as retail self-serve solutions, over the more traditional stand alone kiosks. However, as they are now finding, consumer devices do not necessarily thrive in commercial environments and companies may be doing themselves a disservice by deploying them. When taken into the commercial domain consumer devices have several limitations which we must consider.

Usability

It is becoming increasingly transparent that tablet devices aren't designed to meet commercial needs and, quite simply, stand alone kiosks have the upper advantage. Consumers choose tablet devices because they are small, lightweight and easy to navigate. All favourable factors when you're using the tablet whilst lounging at home, or as a portable device to perform menial tasks such as checking emails. However, tablet devices designed for commercial environments limit consumers considerably; for the reason that tablet devices are too small. The units that we install are 19″, which is approximately 4 times the screen size of an iPad or tablet. This means that when the units are mounted on a counter at a 45 degree angle, the user can easily read the text whilst standing.

The size of tablets limits usability in a commercial environment, whereas with a stand alone kiosk the screen real estate allows for more content to be displayed and for easier navigation for the user. Unlike tablets, stand alone kiosks also cater for important peripherals required in commercial sectors such as retail scanners, payment modules and printers.

Durability

Tablets are intended for personal use so durability is limited to few people operating the device, intermittently. After extended periods of use tablets can overheat, become unresponsive and often shut down. For this reason tablet devices are not robust enough to withstand the demands of 24/7 operation in the public domain. Commercial devices are built to industrial grade with this very purpose in mind and so are much more durable; designed to cope with intense, all-day, every day use.

Depending on the requirements, and when executed correctly, tablet kiosks can prove to be useful tools for enhancing the consumers experience. However, whilst it is tempting to chase the latest trends and keep acquisition costs to a minimum it is important to choose the right solution for your business. As we are now finding, retailers looking to showcase their extended stock in intuitive, easy-to-use ways require a kiosk solution which is more robust and built for purpose.

A Summary Of Protouch’s Retail Kiosk Guide

Take a look at Protouch’s guide to boosting in store sales with automated kiosks. From augmenting services to engaging your customers, in-store kiosks are cost effective solutions for any retail business looking to thrive.

Step 1: How a kiosk can help your store
Self service retail kiosks can empower your customers by offering them accessible information, speeding up the payment process and reducing queuing times. Also improving the customer experience is the new dynamics of the staff. With the self-service systems in place, they have more time to focus on one-to-one customer assistance. In-store kiosks give you the opportunity to engage customers with loyalty schemes, rewards and in-store promotions, as well as access to the Internet.

Step 2: Get the most out of your kiosk
There are important aspects to consider when successfully deploying a kiosk. Firstly, determine the purpose of your kiosk, what will it offer the customer? Secondly, think about the software. Does it guide your user through a clear, simple journey? A simple on-screen journey encourages interaction and improves customer satisfaction. Thirdly, you mustn’t underestimate the power of effective marketing. Get your kiosk off the ground with in-store advertising. Location is another key aspect that can be make or break for your application. Carefully select the location with visibility and accessibility in mind. Lastly, get your staff on board to get the most out of your new investment.

Step 3: Reap the benefits
Our kiosk solutions offer a multitude of benefits for both your business and your customer. As a worthwhile investment, an automated kiosk in-store will augment your services, save on costs and help boost sales. Your customer is given a hassle-free, more efficient shopping experience that invites them to come back to the store.

To read in more detail, take a look at the full guide and gain insight into how our kiosk could boost your in-store sales.

Are Kiosks Enhancing The Value Of Employees?

The debate continues that businesses are turning to technology to augment services, lessening employee value. Automated kiosks are being deployed in a wide variety of sectors, such as retail, airports and hospitality. Kiosks are beneficial to businesses in reducing costs and increasing revenue, but are they adding value to employees?

The employee

Kiosks are getting things done quickly, efficiently and accurately, which is minimising the number of staff required. Nevertheless, it can be argued that automated systems are now empowering employees. With kiosks in place to automate time consuming tasks, staff members are given more time to focus on the delivery of customer service. In addition, kiosk applications can create sales opportunities for staff, encouraging higher performance.

Self service

Face to face customer service still prevails, but customers have a growing appetite for self-service systems. The notion of self-service is predominant, especially in the retail sector. Kiosks are being deployed in more and more retail environments to streamline processes and enhance the customers’ shopping experience. However, a certain level of staffing is still required even with touch screen kiosks in place. If there is an issue or malfunction, there has to be someone at hand to attend to the user’s needs.

Key benefits for employees

  • Create more time to interact with customers 
  • Build relationships
  • Increase performance with unique sales opportunities 
  • Provide one-to-one support 
  • Focus on customer service and meeting specific needs

Customer service

There is dispute as to whether automated systems are taking the personal touch out of customer service. For instance, a visitor can now check in to a hotel without talking to a receptionist and a customer can pay for their shopping without interacting with an employee. On the other hand, kiosk systems offer the customer a self-service channel that enhances their experience, through speeding up processes and reducing queues. With certain aspects being taken care of, staff members have the unique opportunity to interact with customers and develop relationships.

Whilst interactive self service kiosks allow for less staff on site, they are also enabling employees to focus on providing quality one-to-one customer service. Employees still have a valuable role in customer service. As the use of automated systems increases, they should grasp the opportunity to maximise their potential and add value to the business.