Do you ever find yourself wishing you had more information about your customers who use your kiosks? Kiosks are efficient and convenient, but they do reduce contact with customers.
How can you be sure those customers are happy with your business? By adding a CRM system to your kiosk, you can monitor your customer’s experience with ease.
What is CRM?
CRM stands for “Customer Relationship Management”. This technology is used to automatically monitor the engagement and satisfaction of customers.
By tracking and monitoring customer interactions with your kiosk system, you can detect and correct any problems they may be having. By making sure that your customers are happy, you can improve your business’ profitability without significantly increasing overhead.
CRM systems and kiosks are a great pairing to automate business practices, increase efficiency, and reduce overhead costs.
Importance of CRM in Customer Interactions
Knowledge is power, and by adding CRM system functionality to your kiosks, you can access information to improve your business. CRM systems automatically compile data based on your customers and their experiences dealing with your business.
By using this valuable data, you can focus on what your customers want the most and improve their experience. If you implement CRM in your kiosks, these are three major benefits you can expect to see:
Streamlining Operations
CRM systems can gather and centralize data about your business and customers, making it easy to access data. This reduces the amount of time wasted compiling data from different systems and lets you easily see the big picture.
When installed in a kiosk, the system is automated and requires less human oversight than manual data entry. Repetitive and time-consuming data work can be left to the CRM system, freeing up employees to work on more important tasks.
Enhancing Customer Experience
The data gathered by a CRM system in a kiosk can allow you to zero in on your customer’s experience with your business. By focusing on what your customers really want out of your business, you can get an edge over the competition.
CRM systems can also help personalize your customer’s experience, especially when using a kiosk. Targeted sales and promotions, remembering customer data for auto-filling forms, and personalized recommendations are all ways CRM can improve customer’s experiences.
Facilitating Upselling and Cross-Selling
A CRM system can make upselling and cross-selling related products and services easier and more efficient. Using the data gathered by the system, you can see what products and services sell well together.
You can also use saved customer data to see which customers make good upsell prospects without appearing pushy. You can see which products or services can make a good cross-sell with particular customers, making them happier and earning more sales.
Benefits of Integrating CRM in Kiosks
CRM systems can add new layers of functionality to your kiosks. From marketing to customer service, CRM can enhance a wide range of business functions. These four benefits are common reasons for implementing CRM into kiosk systems:
Enhanced Customer Data Management
In the modern business world, customer data can make or break a company. However, to be useful, that data must be accessible and understandable.
CRM can serve as a central hub for managing your customer data. When organized into one system, it’s easier to see developing trends and correlations.
When kept updated, CRM systems are designed to be secure, so you don’t need to worry about customer data leaks.
Improved Customer Service
With customer data collected and organized in a CRM system, you can quickly and easily offer individualized customer service.
Instead of offering ‘one size fits all’ solutions, customer data can help your business handle service on a personal level. This can make customers happier and help encourage repeat business.
Some CRM systems even include data analytics or AI-powered options to help guide customer service decisions.
Increased Sales Opportunities
CRM system functions offer many different ways to increase sales. By looking at past customer trends, you can find opportunities to upsell, promote, or forecast popular products.
You can use CRM to automate email marketing campaigns. CRM can help build targeted marketing campaigns for new and existing customers alike.
Personalized Marketing and Promotions
By organizing customers by demographics or other characteristics in a CRM system, you can pinpoint marketing where it’ll be most effective. This data can save money while also making your marketing and promotions more efficient.
You can narrow marketing down to geographic regions, specific age groups, or all the way down to serving individual customer’s tastes. Since CRM can automate so many of the processes needed for personal marketing, you can benefit without huge overhead increases.
Key Features of CRM Systems for Kiosks
CRM systems vary by brand and what industry they were designed for. However, all CRM systems need to have a few key features, especially when installed in a kiosk.
When you’re choosing a CRM system for your kiosks, make sure they have these three key features:
Real-Time Data Access
One of a kiosk system’s selling features is making the business process quicker and more efficient. When a CRM system is added to a kiosk, it needs to be able to access customer data in real time.
This way it can adjust and react to individual customer needs. Some CRM systems only use data in batches (not ideal for a kiosk system), so make sure you’re selecting one that includes real-time data access.
Customer Interaction Tracking
An effective CRM system should track customer interaction while using the kiosk. This is one way you can find and adjust any problems customers might have with your kiosk menu layout.
By having the CRM in your kiosk tracking what a customer does, you can find and fix menu problems that could cost you sales or repeat customers.
Sales and Marketing Automation
A good CRM system for kiosks needs to be able to automate sales and marketing. When done manually, marketing can be a hit-or-miss and time-consuming product.
By automating these features, you can make your kiosks even more effective and efficient. By accessing customer data, a good CRM system can customize marketing and sales offers that are more likely to appeal to each individual customer.
Implementing CRM in Kiosks
Change is never easy, even when it’s adding a system as useful as CRM. If you’ve decided to add CRM to your kiosk system, there are three important steps to follow to make sure the process goes smoothly.
By following these steps, you can avoid problems and common pitfalls to get the most out of your CRM. Your system can be up and running in no time if you keep these tips in mind.
Choosing the Right CRM System
Many different CRM systems are available. Selecting one that will work with your industry and workflow is key to success. It’s also important to check and make sure it’s compatible with your kiosk system before you settle on a specific CRM system.
Choosing the wrong system could be expensive and frustrating, so working with a knowledgeable CRM company is a great way to make sure you get the right product.
Integration with Existing Systems
Compatibility issues can be time-consuming and frustrating. It’s important to make sure your CRM system is compatible with your POS and other business systems before you purchase it.
Compatible CRM systems will be able to easily connect with and pull data from your other business systems, adding even more valuable information to the database.
By working with an experienced CRM company, you can make sure you get a system that will integrate with your business well.
Training Staff for Maximum Utilization
New technology can be intimidating, but even automated CRM systems work best when overseen by staff. Like kiosks, CRM can enhance the efficiency of staff, but only if they use it effectively.
By training your staff how to use your CRM system, you can get the most value out of the system. Learning a new technology can take practice, so make sure your employees have the time and training they need to use your CRM system.
Security
Customer data leaks are never good publicity and can hurt your relationship with customers. If you keep customer data, it’s important to be able to keep it safe from hackers and other malicious actors.
A good CRM system has tight security to protect the data your business needs. When selecting a CRM system, make sure it has good data security. CRM-specific companies can help make sure that your data isn’t left out in the open for cyber thieves to steal.
Conclusion
CRM can add a whole new layer of complexity and automation to your kiosk systems. They allow you to keep your finger on the pulse of customer demand.
They can improve efficiency and reduce overhead, especially among marketing, customer service, and sales staff. Most importantly, they can help your business connect with customers on a far deeper level than traditional customer analytics.
At BestKiosk, we help businesses with custom kiosk solutions. Contact us today to get a free quote.
