Interactive kiosks and help websites are revolutionizing the shopping experience of customers globally. Interactive kiosks specifically are gaining popularity for being quick, safe, and personalized.
Several factors, such as payment method, speed, and personalization, influence customers’ decision-making. Customers prefer a simple buying process.
To better understand customer behaviors and choices, we will compare interactive kiosks vs help websites.
What are Interactive Kiosks?
Interactive kiosks are touch-screen computer terminals with interactive kiosk software. These kiosks allow users to do a variety of tasks, such as:
- Go through the menu
- Place an order
- Make payment
- Print receipts
Interactive kiosks do not require person-to-person interaction and are available 24/7. Food chains such as McDonald’s have interactive kiosks allowing customers to self-service.
What is a Help Website?
Businesses design help websites to provide information and customer support. These websites are available online and accessed through mobile and laptop devices.
These websites provide general information and allow you to contact customer support. There are several features available on help websites, such as:
- Live chat
- FAQ section
- Contact information
- Tutorials
Key Features of Interactive Kiosks
The PlatoHotline kiosk was the first interactive kiosk developed by the University of Illinois. It had a plasma touch screen and provided information related to campus events and courses.
Ever since then, interactive kiosk software technology has improved drastically. Businesses can get customized interactive kiosks that run 24/7 and offer many features.
Touchscreen Interface
The touchscreen interface is vital to interactive kiosks with display/input features. The screen displays information, and you can scroll, select, or zoom in or out of the screen using your fingers.
Interactive kiosks have a screen interface for quick interactions, making them user-friendly. The interactive touch-screen kiosks display all the options, and you can select anything with a finger touch in seconds.
The touchscreen interactive kiosks do not require a keyboard or mouse to feed or select information, making it easier and simpler to operate. Businesses can also customize the touchscreen size of kiosks according to their preferences.
Multimedia Capabilities
Interactive kiosks offer multimedia capabilities, including high-resolution images, audio, and videos. For example, with audio and video media, you can install tutorials for your first-time customers.
The images can boost product visibility for customers to see and later select. The multimedia capability of interactive kiosks boosts positive interaction between customers and businesses.
Internet Connectivity
Interactive kiosks can have internet connectivity with the help of an IoT gateway. This function can help businesses collect real-time customer data and analyze it to understand customer behavior.
The analysis can help personalize kiosks’ responses and improve the customer experience.
Some businesses can also offer free wifi to customers through kiosks as a form of small freebies. This can boost customer retention rates.
Payment Integration
Interactive kiosk software has payment integration that allows customers to pay bills or make online transactions seamlessly. The data in the interactive kiosk is end-to-end encrypted, making the entire payment transaction secure.
Interactive kiosks also have QR code integration to scan and pay the amount. For example, a customer can place a food order and pay the bill using the QR code.
Accessibility Features
Even customers with disabilities can use interactive kiosks with accessibility features. The accessibility features of these kiosks include screen reading software, audio jacks, and speech recognition.
Other accessibility features, such as tactile inputs, can allow handicapped customers to operate kiosks without using the touch screen.
With the help of an interactive kiosk with an accessibility feature, anyone can perform tasks without restrictions.
Key Features Of Help Websites
The features of help websites are more generic and less personalized, such as a webpage that explains the nature of your business or an email address for contact.
Let’s look at some features of help websites and how they improve customer experience. We will also mention whether these functions are also available in self-interactive kiosks.
24/7 Accessibility
Help websites can be accessed 24/7, but they require an internet connection and a mobile device. Customers can access the website anytime to gain information or find an answer to their query.
Do kiosks also have 24/7 availability?
Short answer: Yes! Most interactive kiosks are available 24/7, especially if they have a good power source.
Interactive kiosks can come with multiple power sources, such as solar, battery, and grid.
Detailed Information and FAQs
The help websites contain all the information about services, locations, and business policies. This website also has FAQ sections, where the most commonly asked questions are answered.
The available contact information allows customers to contact customer service, making the process more personalized. But this can be time-consuming depending on the staff’s availability.
Can kiosks answer questions and provide information?
The good news is that interactive kiosks are customizable. You can update the interactive kiosk software to display business information and FAQs.
Direct Customer Support Options
Help websites can also offer live chat features in addition to email and phone numbers. These multiple customer support options can allow customers to solve their complex issues.
Multi-Linguistic Support
Help websites can provide multilingual support for global reach. Even if multiple language support isn’t available, translation to English is always available.
This support allows customers from any language proficiency background to access and understand the help available on the website. This support boosts customer experience and improves business reputation.
Can kiosks provide this support?
Yes, you can install multilingual support in your interactive kiosks as well.
Comparing Customer Preferences: Interactive Kiosks vs Help Websites
Now that we know about help websites and interactive kiosks, let us understand which one of these customers prefers.
It’s a comparison of help websites vs interactive kiosks.
Convenience in Usage
Interactive Kiosks: Interactive kiosks are fully functional computer terminals that do not require you to switch them on or off. They also do not require the customers to have an internet connection of their own to access their features.
All these features, as well as the safety and security associated with interactive kiosks, make them convenient for customers. The personalization aspect of kiosks also makes the buying process for customers fast and easy.
Help Websites: On the other hand, help websites require an internet connection and a device of your own. Also, if the website is not built well or has a lot of traffic, it becomes inconvenient for the customers.
Speed Of Service
Interactive Kiosks: Customers prefer interactive kiosks for faster speed. For example, a customer can explore the menu, select, and pay for the order within 2-3 minutes. The advanced interactive kiosk software also allows for quick input processing. The loading time of every step is not more than a few seconds.
Help Website: Help websites take longer than self-interactive kiosks. The entire process includes finding a website, navigating pages, and adding payment information.
The time can be affected by slow internet speed and poor website navigation.
Personalized Interaction
Interactive kiosks: Interactive kiosks can analyse real-time data of a customer and offer them a personalized option in their next visit. Businesses can also use this customer data to improve interactive kiosk functionality to provide better customer service.
Help Website: It is tough to personalize a help website for every individual visitor. Furthermore, personalization requires a lot of website data, which, combined with updating websites, can take time.
Accessibility and Inclusivity
Interactive Kiosks: Customer prefer kiosks for their vast accessibility. People from every background and ability can interact with kiosks.
It also offers inclusivity as every customer feels valued and has opportunities to participate.
Help Websites: Websites have a limited number of accessibility features, making them inaccessible to every customer. The device a customer is using also plays a role in accessing the accessibility and inclusivity of a help website.
Conclusion
In terms of help websites vs interactive kiosks, customers prefer interactive kiosks. Since they are easier to use, quicker to process, safer, and offer accessibility and inclusivity.
Customers feel comfortable and valued by using interactive kiosks to order and pay bills. It is beneficial for businesses to use interactive kiosks for customer interaction and support.
With the help of interactive kiosks, business can increase their customer retention rate and receive positive feedback. Remember what your customers say and feel about your business, which makes or breaks it!
If you want better customer service, integrate interactive kiosks into your business.
Contact us to customize interactive kiosks tailored to your business needs and demands. We also guide and provide information about types of kiosks.
