While retail kiosk applications and configurations will vary according to your business goals, you can still count on certain basic best practices to help guide your design and deployment decisions. Following are six fundamental requirements to make any kiosk solution more successful.
- Maximize reliability. Out-of-service kiosks risk reducing customer satisfaction instead of raising it. Hardware should be built to perform under constant use and tough environments—and without the need for extensive hands-on staff support.
- Monitor operation to minimize downtime. Remotely monitor and troubleshoot internal components that issue alerts regarding error conditions over your network. And if your kiosks are compatible with applications you already use to monitor POS and other IT assets, so much the better; you’ll enjoy better ROI and streamline monitoring resources.
- Simplify support. To further minimize downtime, ensure your staff is both adequately trained and able to easily access the kiosk to perform routine support tasks like loading printer paper.
- Integrate kiosks with information systems and enterprise software applications. It only makes sense to tie a kiosk supporting a customer loyalty program with a CRM application, for example, or to integrate kiosks with POS, inventory, order management and data mining applications as needed. Kiosks must also support enterprise security standards, and are subject to PCI regulations.
- Ensure the kiosk is easy for customers to use. Applications should be as intuitive as possible, with help available via on-screen instructions or a nearby employee. And transactions shouldn’t take more than six steps or screens to complete.
- Promote kiosk usage. Use promotions, signage, demonstrations, and kiosk placement to increase customer satisfaction and utilization rates.
For more guidance in kiosk implementation, check out these white papers: Understanding Kiosk Requirements: Optimizing Design, Placement and Component Selection and Kiosks are Here—Are You Ready? What You Need to Get Started with Kiosks.
Learn more about printers as a kiosk component here.