Guest Feature: Solutions to drive the growth of self-service kiosks

Without a doubt, the rise in online ordering across multiple channels is resulting in greater demand for self-service kiosks. In retail, they support applications such as endless aisle, self-checkout and store returns. In hospitality, their role expands to the collection and delivery of food and beverages, acting as a cost-effective solution for restaurants and a convenient option for customers.

Thanks to their inherent versatility alongside a desire by businesses to reduce their cost base, kiosks have for many become part of an overall omnichannel customer engagement strategy. Users benefit from reduced waiting times and the potential for a highly personalised customer service.

Moreover, with a far more informed and tech-savvy customer, retailers and hospitality venues are having to provide a seamless shopping experience across a widening range of connected channels and social platforms. Point of sale has to successfully cater to the needs of the customer who is looking to use a variety of channels and is seeking not simply a product, solution or service but a highly engaging experience. This is where interactive self-service kiosks have an important role to play in tomorrow’s omnichannel world.

Key considerations when designing a kiosk

There are a number of factors to take into consideration when designing a kiosk. Given the range of components required encompassing hardware, software, screen, payment terminal and operating system as well as the kiosk housing itself, established partnerships with different suppliers ensure successful design and installation. Further considerations include where the kiosk is to be located and customers who will be using the kiosk in order to allow for ease of access and use. Latest legislation such as the text-to-speech solution due to become mandatory in 2025 also needs to be considered. Moreover, businesses have to assess how staff can be effectively redeployed and how this can offer the potential for enhanced customer service in other areas of the organisation.

With over thirty years’ experience and expertise in the kiosk industry and an unrivalled reputation for reliability, Star Micronics is a leading installer of packaged and modular specialist kiosk printing solutions with an extensive range of industry-leading products. Providing support for traditional PCs and tablet POS, the manufacturer has developed long-standing partnerships with a number of major kiosk manufacturers, while supporting its iOS, Android, Windows, and ChromeOS tablet software partners with kiosk integrations.