How we shop and purchase items in stores in recent times changes daily. Most businesses have two major goals, and those are improving customer experiences and increasing revenue. In doing this, business owners have one question: Self-ordering kiosk vs traditional checkout, which one works best?
Each of them has the same goal, which is enabling customers to have a good experience and a transaction. But they do it very differently. Let’s explore self-ordering kiosk vs traditional kiosk and how different these two systems are.
What is Self-Ordering Kiosk vs Traditional Checkout?
Self-ordering kiosks are devices used to place orders for and pay for items without the direct assistance of a salesperson. They are pretty common in places like supermarkets, malls, and retail stores and are used for seamless operations.
Traditional checkout, on the other hand, has been around for years. It involves communicating with a human assistant to purchase items in a store. This system is common among retail stores and shopping malls in their operations.
As opposed to face-to-face communications, on which traditional checkouts rely, self-service ordering kiosks give customers more independence in shopping.
Advantages of Self-Ordering Kiosks
Self-service kiosks use modern checkout methods, which offer several advantages to businesses and customers. They are known for their ease of use and convenience. Let’s take a close look at some key benefits of self-order kiosks.
Shorter Waiting Times
Self-ordering kiosks help reduce waiting times by allowing each person to place their order and pay with just a few taps. With the availability of several kiosks, you can order or purchase whatever you want without standing for so long in queues.
This makes the process faster, especially during peak hours. It becomes easier for businesses to serve more in less time.
More Ways to Boost Sales
Another advantage of the self-service kiosk is an increase in sales. Many self-service kiosks also have upselling and cross-selling cues. Extra items are suggested based on what a customer may order or combo deals. This happens in an automated manner, encouraging customers to spend more, resulting in more revenue.
Better Experience for Customers
For the majority of consumers, kiosks make the process much easier and more pleasant. In this regard, they are better positioned to be in greater control over their orders.
Customers can customize and make modifications as they wish, reducing the chances of miscommunication with the staff. They can browse the menus or lists of products without rushing, since consumers tend to enjoy the time spent doing so.
Disadvantages of Self-Ordering Kiosks
While self-ordering kiosks help businesses with customer satisfaction and increased revenue, they also have some challenges. Considering some of these disadvantages will help you make the best decision about which system will better suit your store.
Can Frustrate Some Customers
The majority don’t like using self-service kiosks. Older customers or the ones who don’t know anything about technology might find it confusing or overwhelming to use touch-screen menus. Hence, they can get frustrated, stop using it, and look more toward traditional checkout methods.
Additionally, people will be deterred from using it when it fails or does not provide good enough directions. Customers who depend on personal interaction or seek assistance will find themselves stranded in the absence of a human cashier. This principally undermines the goal of smooth customer service.
Less Human Interaction
Self-ordering kiosks reduce human interaction, a minus for those customers who enjoy this aspect of personal service. Some like chatting with cashiers or asking questions about their purchases. Removing this element might make the shopping experience feel less warm and inviting.
Problems with System Errors
Since technology is not perfect, self-checkout kiosks also face issues of slow performance, glitches, hang-ups, or even complete breakdowns.
These issues are probably causing delays and frustrating customers, as often, no personnel are readily available to assist them. This might create wrong impressions about the business, which will result in a decrease in sales.
Benefits of Traditional Checkouts
Despite the growing popularity of self-service kiosks, traditional checkouts still hold a place among many business entities. They, therefore, come with some advantages that are hard to replace, mainly in dealing with particular customers and transactions.
Below are some key benefits of traditional checkouts.
Personal Service for Customers
Traditional checkouts still retain some kind of personal touch that most self-ordering kiosks do not have. Customers interact with a cashier or sales assistant who may quickly answer their questions. Some customers may be perplexed by the options available and may wish to speak to a sales assistant for some advice.
Having someone right there to either recommend a solution to or straighten out a problem truly makes the customer feel like they’re essential. Having that available for them will surely leave them satisfied and enhance their overall experience.
Handles Complex Transactions Well
Traditional checkouts do a fine job when it comes to complicated transactions. Human cashiers can meet customer needs in complex instances more than a kiosk would.
Humans are best at handling a return, using multiple forms of payment, or a special request. Therefore, situations that need flexibility or problem-solving can be best handled with traditional checkout.
Simple and Familiar for Many People
Traditional checkouts are easy and familiar. Most people will not mind this checkout form because it has existed for quite some time. For customers who are not well-versed in technology and prefer face-to-face interaction, traditional checkouts provide convenience and reliability.
Disadvantages of Traditional Checkouts
While most businesses still tend to hold on to this checkout method, traditional checkouts have their own set of drawbacks. These disadvantages affect business operations and the customer experience, too.
Let’s look at some key disadvantages of traditional checkouts.
Longer Lines and Wait Times
One of the immediate issues one would notice from traditional checkout systems is a tendency for lines to get longer. Occasionally, there might be a limited number of cashiers serving customers during peak activity levels.
The waiting time gets extended, which might irritate and slow down customers. This could be very problematic for businesses with high foot traffic.
Higher Costs for Staff
Traditional checkout requires the employment of human cashiers, thus increasing costs for businesses. Some activities that could cost more when it comes to staff employment are:
- Recruiting more staff to handle that aspect of the business
- Training and educating staff on business operations and how to handle customers.
- Payment of more employee salaries is needed, especially for businesses operating long hours or running various checkout lanes. This cost could add up over time and have an effect on overall profitability.
- Limited ability to collect customer data.
Unlike automated self-ordering kiosks, which log customer preferences and purchase history, traditional checkouts do not generally collect data behind the scenes. Without that kind of technology, businesses might be giving up opportunities to tailor offers or improve customer engagement through insight.
What Customers Prefer and Current Trends
Self-service ordering kiosks have already replaced human checkouts in many stores, and understanding customer preferences will make a business relevant. As customers’ shopping and business interactions change, so does the business. Take a closer look at how self-ordering kiosks are changing retail.
More People Want Self-Service Options
Over the past few years, more customers have shown a greater tendency to order via a self-service kiosk. These kiosks promise convenience, speed, and control. Now, customers can shop on their own. To the tech-savvy shopper, this method appears more modern, faster, and more efficient.
They will lean more towards this because of much ease and comfort they provide. Self-ordering kiosks are bound to become necessary even in traditional industries such as food service and retail. They will become essential given the demand for quicker, more efficient service.
Retail Shifting to Digital Solutions
The retail industry has become digitized. Most companies are now introducing new technologies, including self-ordering kiosks, to their businesses for customer satisfaction. Additionally, the integration of mobile payment systems, online ordering, and a few other digital tools has made shopping very smooth.
Kiosks for self-service fall right into this trend because they merge the concepts of automation and customer convenience. It allows them to place customized orders or even make personalized recommendations. Such features fall in line with the shift toward digital solutions that make shopping more accessible and more engaging.
These emerging trends are showcasing how technology is playing a leading role in customer-business interactions. As much as the traditional method of checkout is still applicable, self-ordering kiosks reflect the shifting direction to technology-infused retail.
Conclusion
In putting self-service kiosks vs traditional checkouts into perspective, it’s certain that self-service kiosks will revolutionize your business. Also, investing in the kiosks meets the expectations of your tech-savvy clients. It positions your business for growth through higher efficiency and customer satisfaction.
Don’t get left behind the curve. Upgrade to self-ordering kiosks for your business today. With our kiosk solutions, you’ll surely create an experience your customers will love and take your business to the next level!
