The airline industry was one of the first to revolutionize the check-in process with the implementation of self-service kiosks. The technology helped to decrease guest wait times and enabled labor to be reallocated to areas of greater need. Today, self-service kiosks have transitioned from an innovation found at the airport to an expectation held by consumers of the hospitality industry. In a recent survey by PYMNTS, it was revealed that kiosks are seeing the strongest growth, and that 41% of the industry is now using kiosk technology to serve guests.
Self-service kiosks provide businesses the opportunity to both meet consumer expectation and demand, while at the same time growing the bottom line. Kiosks have been proven to help increase order size, improve accuracy, decrease labor costs, and more, which is why so many restaurants are adopting this solution. As this tech takes off, make sure your business is positioned to capitalize on self-ordering applications.
Increased Upselling Capabilities & Average Ticket Size
In the high-tech age we live in, customers have become increasingly comfortable ordering from a screen. Kiosks allow customers to take their time and order precisely what they want, how they want it, without feeling pressure from the counter or customers next in line. According to the Kiosk Marketplace, research indicates that most customers prefer self-service devices to waiting in line or at a table for service.
So, what’s encouraging guests to open their wallets for a bigger order at the screen? The primary driver is upselling. You may have trained your cashier to upsell, but chances are staff members aren’t asking guests to purchase additional items every time. With kiosks, an opportunity to upsell is never missed.
Self-service kiosks can automatically prompt guests with tantalizing options that pair well with the selections they have chosen. Something as simple as additional toppings like cheese or sour cream— which may cost an additional $0.30 to $0.70—really adds up over time. When McDonald’s implemented these kiosks, they saw a 20% increase in drink orders alone.
Don’t let the opportunity for those larger sales pass you by.
Enhanced Order Customization
With kiosk technology, upselling can be personalized. Kiosks can learn from the buying habits of repeat customers, making better recommendations based on what guests like. Loyalty programs are easily managed with kiosks, allowing guests to quickly see rewards points and how they can use them as they build their order. This added personalization creates a great sense of value for your customers, keeping them coming back time and time again.
Upselling isn’t the only customization tool that self-service kiosks can provide. They also put the power directly in the hands of your guests to customize every item. They’ll be able to see every option available to them, including gluten-free or vegan options. Whether they want to add or remove toppings, swap sides, upgrade their drink, or elect a light or healthier version, they can easily make those adjustments with a few quick clicks.
A cashier can only provide all this information when guests request it. Static menu boards only allow so much information on each item, topping, and sauce choice available. With kiosks, the customization is endless. Self-service kiosks allow businesses to meet guest expectations.
Improved Order Accuracy
As customization increases, so too increases the need for accurate order entry. Imagine you run a coffee shop, and a guest comes in and quickly rattles off, “One large iced coffee, double espresso, skim milk, light ice, mocha drizzle with extra cinnamon, no whip.” The guest might have gotten the entire order out before your cashier was able to even select the size. Your employee might require the order being repeated several times or risk entering it incorrectly—a costly mistake if it becomes a common occurrence.
Now imagine that your guest has the ability to enter an order directly into a self-service kiosk. Every detail is entered correctly, then reviewed before checking out.
Guests have the reassurance that their order was entered precisely how they want. Self-service kiosks deliver orders directly to the queue, which significantly increases order accuracy, saving your business time and money associated with correcting improperly made orders.
Reduced Labor Costs
Implementing kiosks doesn’t mean that you are eliminating cashiers and traditional cashier terminals. Some guests will still want to order from a cashier, especially if they want to pay with cash. With less pressure for cashiers to process orders quickly to meet the demands of a fast-growing line, cashiers can now take more time with customers, delivering a better customer experience. In addition, your business may now need fewer cashiers to take orders, allowing you to reallocate the labor time you save at the front counter to other areas where labor consistently falls short.
Self-service kiosks provide business owners with valuable data. You’ll be able to get insights into popular menu items, busiest times of the day, and popular order modifications and add-on items. This data can empower you to determine what items to strategically promote on the kiosks, when additional staff might be necessary to assist guests with kiosks, and more.
For example, if you notice that guests are often opting for a specific add-on item, this might direct you to make a price increase on that add-on item to test what that item’s ideal price point is for delivering the best profit margin. You’ll be able to track how that price change has had an impact on sales and your revenue stream. These small adjustments can have long-term impact to your bottom line.
Additionally, you may notice that sales are slow for certain menu items during certain days or times. Changing the promotions that are displayed on the kiosk screen can bolster sales during slower times.
Reduced Wait Times
Guests don’t want to wait. Long lines are a major deterrent, and with the countless options available to consumers seeking quick service or fast casual establishments, wait times could make or break your guest experience—and you may never get the chance to make it up to the guest who waited too long.
Kiosks offer a fast, easy way for guests to enter their own order, make their payment, get their (correct) order, and be on their way. This seamless process improves the guest experience and your business will reap the rewards.
In addition, since cashiers will have to spend less time entering orders and processing payments, they can focus more on providing the best customer service possible. They’ll be available for guests to ask questions, ensure needs are met, and walk guests through any technical or user errors on the kiosks. The human element won’t be lost, simply transitioned into more of a service role, and less of a data entry one.
The hospitality industry is constantly evolving—always seeking the latest and greatest means to attract and retain customers. The competition is becoming more complex, as consumers have more options than ever. From high-end dining, to fast casual, home delivery services, meal kit, and grocery delivery options—the contenders aren’t backing down.
Kiosks can help you contend with competitors in the hospitality industry, providing you with the edge you need to not only stay afloat, but also to become a successful establishment in the industry. With improved speed and accuracy, you’ll see higher customer satisfaction out of the gate. Plus, with the data it can provide, you’ll be able to fine-tune your offerings and prices, so your bottom line is always looking its best.
Make Sure Your Kiosk is Complete
In order to process customer transactions, your kiosk needs to be outfitted with a reliable receipt printer. You’ll want to make sure that the printer is ergonomically designed to fit a wide range of kiosks. You also want to make sure the kiosk printer is fast, so lines aren’t held up from slow printing.
A few qualities that make printers ergonomic and fast that you will want to look for are:
- Looping presenter: This helps reduce paper jams and an output sensor detects if the customer has taken the receipt or not. The printer ejects uncollected receipts or foreign objects prior to printing the next receipt.
- LED presenter: This helps deliver printer maintenance information to staff members and customers, such as receipt available (green light) or paper jam issue (red light).
- Bezel: A bezel will ensure a seamless, professional aesthetic for the paper exit. It can be integrated with the LED feature for further visual appeal and maintenance functionality.
- Paper roll holder: The paper roll holder should support different sizes of receipt paper rolls depending on the application of the kiosk printer its frequency of use.
- PromoPRNT & Cloud-connected: A PromoPRNT, Cloud-connected kiosk printer will provide additional value-add services to your business. With PromoPRNT, you will be able to offer customers promos and coupons on printed receipts. Cloud connectivity will enable device management features and other benefits.