Kiosk machines provide a number of services.
Kiosk machines are located in multiple locations, including shopping malls, amusement parks and even in grocery stores. They provide services, such as computer terminals with Internet access, photo booths, coin counters and movie rentals. Self-service kiosks offer both advantages and disadvantages to both the customer and provider.
High Initial Cost
Kiosks cost money to implement. Businesses need to decide on a location to place the kiosk that is both economical and cost-effective. Businesses have to hire someone to build the kiosk and purchase the software that runs it. A kiosk must be durable enough to withstand its designated function. For example, a kiosk that is used in a beauty store is going to be less durable than one used in a warehouse.
Maintenance
Kiosks have maintenance costs and are not always reliable. They break down and have repair costs, which impacts profitability. Customers may also be rough with kiosks and damage them. Since they are self-service, it may be hard or impossible to determine who is responsible for the damage.
Stranded Customer
If something happens to the kiosk, customers do not have anyone to help them resolve the problem. If it malfunctions and takes money without distributing a product, customers need to call a customer service number and wait to receive their refund or product.
Overhead Costs
Kiosks are convenient for not only the business, but also the customer. Businesses do not need to hire someone to work at the kiosk during hours of operation, which are virtually limitless as long as their location is accessible.
Customer Control
Customers have ultimate control over their kiosk experience. They can choose, decide and carry out the transaction with minimal interference from sales associates. Customers expect not to have the assistance of a sales associate when they use a self-service kiosk. Retailers who implemented kiosks had customer satisfaction rates increase by an average of 58 percent, according to Zebra Technologies.
Advertising
Kiosks not only serve their original purpose for the business, but also advertise other relevant products and services. A movie ticket kiosk may play previews for other films to encourage customers to come back to see another movie later. For example, a movie rental kiosk may distribute coupons to buy one, get one free to encourage customers to return at a later date.
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