8 Self-Service Technology Trends That Have Transformed Customer Services

It is no secret that customers expect brands and businesses to deliver a premium service through self-service channels in today’s society. Having immediate access to accurate information and support at their fingertips has given rise to the expectation that they should not have to wait for a response when looking for assistance. If you already feel like your teams aren’t capable of multitasking, or you feel like you are putting out fires all day, do not worry; there is a light at the end of the tunnel. The rapid adoption of self-service technologies like live chat and automation tools improves customer experience. It frees up your staff to focus on higher-level tasks that can drive growth and innovation. This article highlights eight trends in self-service technologies that are changing how enterprises take care of their customers.

1. AI-Powered Chatbots

AI-powered chatbots are more intelligent than ever and are transforming the way businesses interact with their customers. They understand natural language and respond quickly and efficiently to a wide range of queries. Whether you want to find out about the weather, book a flight or even order a pizza, chatbots can make it happen. Chatbots can be used to enhance the experience of visiting a website or an app by providing you with additional information. They can also work in collaboration with human users to accomplish tasks.

2. Self-Service Kiosks

Self-service kiosks have revolutionized multiple businesses and have proved useful, especially during the contact-less period of Covid-19. From airports to restaurants and self-storage facilities, self-service kiosks make it easier for customers to avail services. For instance, kiosks in self-storage facilities are computerized terminals that make it easy for customers to inventory their possessions.  Because of the self-service kiosks, tenants no longer need to wait in line to access the lockers. These kiosks let tenants rent and pay for the room and keep track of what they have stored. With the help of self storage access control systems, customers can monitor and manage everything for security purposes. It allows them to access their storage unit at all times and pay online so they do not need to process and hand out paper checks. The self-service storage companies can also see what their tenants have stored and bill them easily.

The self-service kiosk is equivalent to having a clerk at a desk. But instead of talking to a clerk, the customer talks to a computerized voice. The customer can still come back at any time and speak to a person, but they usually don’t need to waste time doing that.

3. ATM Machines

The ATM as a self-service technology has evolved from a simple and efficient means of transferring cash into a sophisticated technology that can efficiently process large transactions within a short time. Today, ATMs can be found nearly everywhere – from small businesses to major financial institutions. Consumers can utilize ATMs to access cash and manage their finances efficiently – regardless of location or time.With the introduction of new technology, ATMs are faster and more efficient than ever before.

4. Supermarket Barcode Scanners

The supermarket barcode scanners are a quick, easy way to get information about products on your shopping list. This can be useful for both shoppers and merchants. It saves time and effort by eliminating the need to enter the store manually and physically search for products. In addition, it eliminates the need for clerks or managers to take inventory of products, which can be time-consuming and error-prone. Some supermarkets are now offering automated online checkout systems as well.

Drone technology is improving rapidly. As they become smaller and cheaper, drones will soon become ubiquitous as the software that controls them improves. A drone’s GPS allows it to fly precisely to a preprogrammed location, where it is then automatically locked on to and dropped.  The drone then releases the package, which then descends automatically to the customers’ doorstep. Drone technology has been useful in a variety of situations. For instance, it has been used to deliver medical supplies to remote areas that lack roads. Today, many view drones as the future of commercial air delivery, as drone technology speeds up the delivery service and reduces the cost of logistics. It won’t be long before every customer is allotted a drone of their own to order products and avail services.

5. Drone Delivery

6. Booking Cabs through Mobile Apps

Cab booking through mobile devices is emerging as an easy-to-use, cost-effective solution for booking rides. Customers no longer need to go to a taxi stand or wait for their cab to arrive. They can request a ride through an app on their mobile device. The cab will reach their exact location in no time. Booking through an app is more convenient since it is typically less expensive than using traditional methods of ordering a cab.

7. Airport Self-Service

Airport self-serve facilities offer travelers the opportunity to check in their baggage at the baggage claim area or check-in with their luggage at the ticket counter without the need to wait for assistance from an agent. They can pull up to the self-service kiosk and have their boarding pass scanned. This will take a few minutes, and once they have been through security, they are free to go on their way. Travelers who use self-service facilities also find it easier and quicker to pick up their baggage when they arrive at their destinations. The benefits of using airport self-service are numerous. They include the ability to avoid long lines at check-in counters, provide better control over how much time travelers will spend at their destination, and shorter wait times in general.

8. Vending Machines

Vending machines have successfully replaced physical stores at places where it is more convenient to self-serve. They have replaced traditional ways of buying snacks. Before this technology, people searched for a physical store, but now these machines have become very popular and can be found almost everywhere. From airports to shopping malls, railway stations, hospitals and restaurants, as well as in offices and workplaces, you’ll often find a vending machine with your favorite snacks.

Final Thoughts

Customer service is an essential part of every business, regardless of the industry you belong to. When you do well, your customers come back to avail your services again. When you do not, they switch to your competition. In a world where technology is transforming us at a breakneck speed, customers are enabled with self-service channels to solve most of their issues alone. It gives them greater control and does not hold the company liable for any errors. So why not use self-service to save costs and improve customer satisfaction?

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