Impact of self-service

technology on Customer
Satisfaction
KIBIS
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Aug 14, 2019 · 4 min read

The primary objective of doing successful business is satisfying the

customer. Technology has replaced social and emotional
interaction in serving the consumer and providing quality and
efficient services play a critical role in attracting and maintaining
regular users. Today, it is completely relevant to say that
businesses and self-service technology go hand-in-hand to satisfy
the needs of the consumer.

Why Customer Satisfaction so Important for Businesses?

Customer Satisfaction is the secret of survival in the extremely

competitive business era, where they choose the goods and
services that are more consistent with their needs and
expectations. It is a crucial factor in attracting new users and
retaining older ones. Businesses can retain customer loyalty
through customer satisfaction by providing exceptional services,
which in turn, will result in the growth in revenue and profit.
Customer satisfaction depends on the following factors:

1. Access and delivery of core services required by the

customers

2. Availability of various support services and systems that

contribute to the delivery of the service

3. Error-free and accurate delivery of c0re and support

services.

The introduction of self-service kiosks delivers the promise of

improving the quality of customer service.

How does Self-service Technology assure Customer

Satisfaction?

Self-service technology is the key for customer-centric service

delivery.

For a consumer, the primary motivation for continuation and

again reference to particular goods and services is his/her
satisfaction. Let us consider the case of tremendous success and
popularity of the iPhone, why is it so favored by customers? It is
because the device and its advertisement are modeled on the basis
of self-service Business Intelligence. The device allows users to do
most of their analytical procedures individually, thus fuelling the
individualism and personalization wave in the world of customer
demand satisfaction.

How Self-service technology impacts Customer satisfaction?

Image Source: https://www.ijstr.org

What makes Self-service Technology so Valuable?

Forbes reports that 88% of companies believe ‘self-service’ will be

the fastest-growing channel in customer service by 2021. So what
makes self-service kiosks and devices so valuable and crucial to
cater to customer needs? The self-service kiosks and other
automated self-service devices contribute to customer satisfaction
and brand value creation at different stages.

1. Reliable Self-service kiosks: Even the most experienced

and well-trained workers are prone to make mistakes
while interacting with customers. The self-service kiosks
increase the accuracy of delivering services, thus making
them more reliable. For instance, financial service kiosks
empower the customer to take control of their transaction
rather than relying on an assisted service worker to make
their transactions accurate.

2. Fast and Efficient Digital Kiosks: Around the world, the

ratio of assisted service workers to customers is not
enough to handle operations. This leads to dissatisfaction
in customers as they have to wait for hours for a service
that they may need instantly. Self-service kiosks perfectly
declutter the chaos by empowering customers to do the
required tasks by themselves and get the services they
need in a shorter amount of time.

3. 24*7 service availability and Cost-effective kiosk

solutions: Unlike human workers, kiosk solutions do not
need to rest or take breaks. The digital kiosk services are
available all-around the clock and even in most remote of
the locations. These self-service kiosks make services
available at a minimal expenditure for businesses in areas
where setting up offices is not a cost-effective solution.
Self-service kiosk innovator and producer KIBIS provides
the most versatile and cost-effective solutions to cater to
every need of the citizen. Their personalized kiosks
empower customers with reliability and self-reliance.
 4. Personalized service experience on a Digital Kiosk: Self-
service digital kiosks empowers customers to take charge
of how they use a service. The digital devices completely
revolutionize the service experience for the customer. It
enables consumers to collect their data to easily identify
changes and make quick and effective alterations to their
lifestyles that work best for their personal needs.

5. Self-service Kiosks are not only for customers:

Eliminating jobs or replacing people with machines bring
negative publicity which no business would like to have.
Rather than making workers unemployed, self-service
kiosks create room for human capital to focus on other
tasks such as quality control, cleanliness, and customer
interaction. The amalgamation of employees and self-
service kiosks creates value for businesses. Also, self-
service kiosks allow consumers to give in to their true
desires without the fear of being judged. This results in
higher check averages bringing more revenue and profit
for businesses.

Conclusion

In today’s fast-paced world, it is evident that self-service

technological innovations and advancements are a critical
component of customer-firm interaction. Thus, these self-service
interactions have become a crucial criterion for long-term
business success.

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