There's no question that the pandemic has forever changed consumer habits. One of the most notable changes is the increased preference for self-service. This can be seen in the explosive growth of online grocery shopping and the popularity of contactless payments.
As many as 83% of UK consumers say they are happy to use self-service in one form or another, and hospitality businesses need to implement self-service options as a matter of urgency to remain competitive.
Plus, self-service delivers several benefits to businesses, including the following:
Reduced Queues and Waiting Times to Enhance the Customer Experience Customers are now used to getting what they want almost instantaneously. From a query via the internet or smartphone to a purchase being delivered to their door in minutes, they are used to a rapid service. In hospitality, this translates to reduced queues and waiting times. Self-service options such as touch-screen kiosks can help keep customer waiting times down, improving the overall customer experience.
Increased Customer Engagement and Spend With self-service, businesses have the opportunity to increase customer interaction and engagement. Customers can be given a chance to browse and explore products at their own pace without feeling pressured by staff. This can lead to customers spending more time in-store and potentially discovering items they wouldn't have otherwise considered, driving up their on-site spending.
Improved Operational Efficiency Self-service solutions can also help to improve operational efficiency. For example, businesses can use self-service kiosks to take orders and payments, freeing staff to focus on other tasks such as preparing food and drinks or cleaning tables. Using automated self-service solutions makes commercial sense for routine and mundane processes as it gives your employees the opportunity to expend their energy on highly-skilled activities that add the most value to the customer experience.
Increased Sales and Revenue The benefits of self-service don't just stop at the operational level. Self-service can also lead to increased sales and revenue for businesses. For example, customers are more likely to add impulse purchases to their baskets when using self-service solutions as they're not rushed or pressured by staff to place an order. What's more, businesses can use self-service solutions to upsell and cross-sell products. For instance, a customer ordering a coffee via a touch-screen kiosk might be offered the chance to add a muffin or croissant to their order. Staff often forget these small touches when establishments get busy, but they can make a big difference to the bottom line.
Greater Customer Insights and Data Finally, self-service solutions can also provide businesses with more significant insights into their customers. With self-service options supported by cloud-based EPOS technology operating in the background, these solutions allow businesses to track customer behaviour, preferences, and purchasing patterns – all in real-time. This data can then be used to tailor the customer experience, improve product offerings, and drive up sales.
Increased Customer Safety with Contactless Experiences The pandemic has shifted customer preferences and expectations. Today, any opportunity to reduce human-to-human contact is looked up favourably in high-speed, busy environments such as airports, university campuses, cafés, hotels, restaurants, and bars. Self-service options such as touch-screen kiosks are the perfect solution as they allow customers to view menus, make their selections and pay – all without coming into contact with another person. Not only does this help to keep customers safe, but it also helps businesses to adhere to social distancing best practices and minimise the risk of spreading viruses and infections.
Harness the Benefits of Self-Service with the SymPOS Self-Service Kiosk
The pandemic has changed consumer habits and expectations, and businesses need to change with them if they want to remain competitive. Self-service isn't just a pandemic trend, though. It's here to stay, and businesses need to adapt or risk being left behind.
Self-service offers several benefits to businesses, from improved operational efficiency and increased sales to greater customer insights. By implementing self-service, your hospitality business can make significant strides – even in the current climate.
The SymPOS Self-Service Kiosk is the perfect solution for businesses looking to harness the power of self-service. Our solution offers all of the benefits of our cutting-edge EPOS technology while also eliminating cash handling, long queue times, and high labour costs.
For businesses looking for a low-cost, effective self-service solution, get in touch with our team today to learn more about our SymPOS Self Service Kiosk solution. You can call us on 0116 299 7000 or email us at email@example.com, and we'll be happy to discuss your specific self-service requirements and offer advice on the best solution for your business.