Self-service technologies are becoming ubiquitous across various industries, revolutionising how customers interact with businesses.
However, the concept of self-service is not new. This trend began with the emergence of vending machines in the 1800s, which allowed customers to purchase products without the need for human interaction.
Over time, self-service technology continued to evolve, and in the 1960s, the first automated teller machine (ATM) was invented. This groundbreaking invention paved the way for self-service kiosks in various industries.
Today, self-service kiosks are becoming more and more prevalent to transform the customer experience and business efficiency.
However, an essential step in self-service kiosk success is kiosk management. They thrive only with strong groundwork. So, you need to harmonise implementation practices and management tactics.
Tips for self-service kiosk management
Find the right device
As with any other technology or device you invest in, selecting the correct touch screen solutions is the primary step to success.
A device equipped with appropriate configurations can streamline your end-user productivity and drive the finest outcome from self-service kiosk deployment.
Moreover, a few years ago, smartphones served various needs fantastically. However, it might not be a better option today as other options like tables exist. So, you need to constantly check your device preference, needs, and policy.
Remote maintenance and management
Self-service kiosks are generally deployed in public places. So, remotely configuring settings and troubleshooting issues can be greatly helpful. Additionally, businesses can save time with remote maintenance and management.
Another benefit of remote maintenance and management is for kiosks set as digital signages. Owners can update content from virtually any place and boost productivity.
The major benefit of remote kiosk management is – saving money. The IT department need not travel all the way to company premises, they can solve the problem remotely, and businesses can save on IT professionals’ visiting expenses.
Keep the OS updated
Updating the operating system is necessary to benefit from the latest feature releases. Moreover, you should not try to manually update as you might be late many times. So, set the device to automatically update when the new version goes live.
Many kiosk management systems have an OS update schedule option through which companies can set their self-service kiosks to auto-update at a specific time.
Always watch over your kiosks
Firstly, you should define your company policies and apply them to self-service kiosks. Then, regularly check to make sure that your kiosks comply with your management guidelines.
Remote management software can give you reports on behaviour of the device and notify you when it becomes non-compliant. Also, you can disconnect such non-compliant self-service kiosks from your server to protect the other ones.
Block users from tampering with your device’s settings
Vandalising people creep into touch screen solutions by exploiting loopholes and illegally accessing operating systems. This specifically happens when the kiosk deals with money.
Hence, it is necessary to make sure that the self-service kiosk is used only as intended and does not allow users to access information.
One way to do this is by blocking keyboard shortcuts, one of the quickest ways to access device settings. Additionally, blocking all third-party pop-ups that are added or running in the background is beneficial.
Prioritise data security
Self-service kiosks by themselves are used for better data security. However, when numerous people use such kiosks, device security becomes questioned. So, it is necessary to enhance device security.
Companies can take basic steps for security, like setting strong passwords and making device encryptions mandatory. Moreover, if self-service kiosks use public WiFi, set firewall rules and VPNs whenever possible.
Future developments in kiosk management
Artificial Intelligence (AI) integration
The artificial intelligence industry is seeing a boom these days. From chatGPT to JasperAI, various AI software is revolutionising the world. Self-service kiosks are no exception.
AI integration will help provide custom and predictive suggestions to customers. For example, product recommendations according to customers’ buying and browsing history.
Biometric integration in touch screen solutions will enhance security features and remove the need to manually add credentials. Businesses can use fingerprints, iris scans, or facial recognition for this.
Additionally, companies can add biometric authentication so that only selected employees can access core device information.
The next generation of kiosks will have interactive screens with 3D and holographic displays, providing customers with a more immersive experience.
This could be specifically useful in industries such as travel and tourism, where customers can use kiosks to explore destinations before booking their trips.
Kiosks will be integrated with the Internet of Things (IoT) technology, enabling them to communicate with other devices such as sensors, cameras, and smart shelves.
This will enable retailers to monitor inventory levels, optimise product placement, and enhance the overall customer experience.
Kiosk management will be moved to the cloud, enabling remote monitoring, maintenance, and updates. This will significantly reduce operational costs and downtime while ensuring that kiosks are always up to date with the latest software.
Moreover, it allows for easy and efficient management of multiple kiosks from a single location. Thus, it eliminates the need for on-site visits or manual updates.
With cloud-based solutions, businesses can easily add or remove kiosks from their network, as well as update or change kiosk software and content, without the need for physical access to the kiosk.
Self-service kiosks are the present and the future of businesses.
People want to tackle things on their own, especially Gen Z. They want everything speedier and customised. So, one way companies can cater to the new generation’s needs is by employing self-service kiosks.
Regardless of the industry you operate in, self-service kiosks can benefit you in very many ways. It can be deployed in retail, entertainment, transportation, healthcare, education, and government, among other industries.
The benefits of self-service kiosks include the following:
- Reduced labour costs
- Elimination of long queues
- Enhanced customer experience and satisfaction
- Better data privacy and security
- Stress relief for front-line workers