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How Kiosks Are Shaping Business Interactions

Article Highlights:

  • Self-led experiences dictate the way of retailing.
  • Kiosks are shaping the way consumers interact.

Now more than ever, customers are demanding outlets in your dealership to maintain a safe distance from employees and other customers. Having a self-service experience is critical to meeting these needs.

Because of this, it’s no surprise the total value of the kiosk market is expected to more than double from 2019 to 2025. 1 We already see consumers growing increasingly comfortable using kiosks, with many preferring it. Across all industries, standards of service are being set with kiosks that customers will begin to expect for all business interactions. They include:

Additional Buying Opportunities – Whether you are looking up songs on a kiosk jukebox or buying a combo meal at a fast food touchscreen, you are going to see additional recommended purchases. The same thing should apply in your service drive. Customers expect to have additional services presented, and those additional services should be customized to that individual. If they declined a service at the previous appointment, make sure to show it the next time they arrive.

Speed and Efficiency– In an age where consumers rarely have to wait, speedy service is critical to keeping up with consumer expectations. Kiosks are an easy way to meet these expectations. In fact, when Ford dealers recently implemented kiosks, they reported a 75% faster service check-in.2 Along with creating a quicker process, kiosks also make the experience efficient. If a customer updates their phone number or address at the check-in, the kiosk automatically updates the customer record and helps prevent awkward interactions where the phone number needs rekeyed into the DMS.

A Socially Distanced Experience – Customers are now going out of their way to avoid in-person interactions. Kiosks are the norm in many other retail experiences so customers will look for a similar experience at your store. They’ll want to receive the same high-quality level of service, just a few more feet away from other customers and employees. If your store does not offer a self-led experience, customers may feel uncomfortable being forced into an interaction.

Having an alternate greeting method is about more than allowing customers to “skip the line.” Customers control their own greeting experience and dealerships maintain, and even improve, upsell opportunities. Kiosks are reshaping the way customers want to interact with your store and will continue to define a quality self-led service experience moving forward.

Reynolds and Reynolds is excited to be building the future of dealership kiosks using GoMoto’s solutions. To learn more about GoMoto, click here.

 

1 Mordor Intelligence

2 Cars.com

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Product Planning, Reynolds and Reynolds

Cory Coler is a member of the fixed operations product planning team at Reynolds and Reynolds.

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