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Some people love and embrace changes, especially new technology. Some, on the other hand, are reluctant to change. Using self-service kiosk software is no exception. Some customers may be hesitant to use a self-ordering kiosk at first. The kiosk software may seem intimidating and challenging to manage. However, once they get used to it, the benefits of a kiosk computer quickly emerge, and this technology becomes the new normal.
Here are a few ways you can make the transition to self-ordering kiosks easy.
Clear Messaging and Signage
Make it clear to your customers what the kiosk is there for. Signage nearby can direct customers to use the kiosk. Graphics and the kiosk’s screen can engage and invite customers to use it. Some customers jump right in, but others may need a little encouragement. Clear signage with step-by-step instructions makes using the kiosk less intimidating. Help your customers see how this technology will benefit them.
Have Staff Man the Kiosk
Of course, the goal is for the self-ordering kiosk to be, well, self-ordering. But initially, you may need to position staff near the kiosk to help users get used to the technology. With someone there to walk them through it, they’ll more easily use the new system. This can be temporary, to get guests accustomed to the change and to show that self-ordering kiosks are not taking jobs away, but rather letting staff work on more challenging tasks.
Offer Rewards and Incentives
Your customer will love the shorter wait times a kiosk can provide, but you may have to give them incentive to use them at first. Offer discounts, coupons, or small giveaways to customers who try out the new technology. These small incentives cost very little but make a positive impact on customer satisfaction.
Invest in Easy-to-Use Kiosk Software
Make sure the kiosk software you choose is simple, clean, and easy to use. Keeping the customer’s frustration level to a minimum is key for acceptance. Easy, intuitive interaction with the self-ordering kiosk is a winner every time. If the kiosk app or software does not work well and makes the experience confusing and uncomfortable, your guests will not want to use them. Here are a few things to keep in mind when evaluating the user’s experience:
- Keep the language used for instructions and menu options clear and easy to read and understand.
- Keep the design simple, and the menu easy to navigate.
- Choose kiosk software that is easy to update so you can provide accurate and timely information about the menu and options.
- Give your customers a way to let you know about their experience – what went well and what did not, so you can improve any glitches.
- Keep track of kiosk usage so you can monitor usage and adoption rate.
- Invest in a quality self-ordering kiosk, be sure to research all the options and find one that is affordable and has all the options you need.
In some restaurants, the guests’ adoption of the self-service kiosk went smoothly, and in others, there have been issues. In general, once customers get used to them, they are widely accepted. These tips can make your transition a success.