Bill Pay Kiosks offer billers and services providers an excellent alternative to accepting in-person payments. Customers are able to enjoy improved satisfaction by reducing wait times, enjoy real-time cash or credit processing, and the convenience of 24 hour a day, 7 days a week multilingual payment options. They allow for bill pay acceptors, such as wireless service providers and utility companies to offer the growing demands for automation, free up employee time to focus on resolving more complex customer issues, drive additional revenue opportunities, and reduce operational risks. Essentially you’re putting your best, most consistent bill pay accepting customer service representative on the front lines all the time, your kiosk. But what good does this do if no one can see them?
Deploying a kiosk is intended to, and has the ability to improve customer service and reduce operational costs, but a few extra steps can be taken to maximize positive results. So then, how do you avoid failure, and instead maximize results when deploying a self-serve kiosk? The following three elements all present an opportunity, and while kiosk intended use and budget and space limitations exist, minor adjustments and focused relevance can make a rather large impact.
Although seemingly obvious, it is important to note that proper signage can help to optimize kiosk usage, not only to communicate what service the kiosk performs but also to highlight the ease of use. If the customer doesn’t know what service the kiosk provides, they’re not likely going to go out of their way to check. In many cases, where space is cluttered or a kiosk is placed in a less than optimal location, proper signage can be the voice that tells your customers, “Hey, I can help you over here!”.
Location, location, location! Just as in any real estate, location is key. However, optimal kiosk placement is rarely a priority, as other things demand to take precedence. The important thing to take away from this is not to necessarily place your self-service kiosk in the ultimate prime location, but instead to acknowledge the limitation and supplement it with proper signage and service communication, which is next to be discussed.
Clear, concise and knowledgeable communication, if you have a bill payment kiosk that your customers can use, then tell them about it! Communication with your customers can be as simple as including a list of payment kiosks on distributed bills, website or through word of mouth. Basically, just take the guessing game out of the picture, if you’re offering a value added service; make sure that it is known.
Where have you seen kiosks under-utilized? Let us know in the comments below!
Click here to learn more about kiosks.