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How Self-Service Kiosks Improve the Guest Experience at Family Entertainment Centers | Commentary

Self-service kiosks enable family entertainment centers to improve guest experience, optimize on-site personnel, and enable real-time analytics and product upselling

Image credit: Frank Mayer and Associates Inc.

As the world returns to post-pandemic normal, family entertainment centers are seeing a major shift in the way consumers want to transact and engage with businesses. Customer service is rapidly moving away from human interaction to more contactless and cashless methods.

Business solutions like self-service kiosks meet consumer demands for safe, secure, and more convenient transactions. Self-service kiosks, also known as self-registration kiosks, offer a great alternative to the standard counter experience with customer service agents.

Benefits include improving guest experience, optimizing onsite workforce, enabling real-time analytics, and enabling product upselling.

Improving the overall guest experience

Self-service kiosks are very valuable when FEC guests are presented with a wide range of options that suit their immediate needs. This makes transactions easier and faster, allowing guests to enjoy and spend more time at your venue. Similarly, self-service kiosks can prevent customers from walking out the door waiting for long lines or busy staff to attend to their concerns.

Improved manpower productivity

Regular customers who typically don’t need additional customer service can always go to the nearest self-service kiosk, freeing up FEC personnel to focus on other customers who need more assistance can do. This is especially useful during busy times when the counter staff tends to be subject to persistent customer requests that can affect customer satisfaction.

Self-service kiosks are an effective solution for satisfying both customers and employees. Increased staff productivity translates directly into a better guest experience.

In addition to self-registration, self-service kiosks allow purchase of game cards and reloading of cards.

The synergistic effect of these factors increases FEC revenues by increasing efficiency and reducing lost revenue opportunities.

Real-time analysis

Because self-service kiosks are typically part of the integrated systems that run your business, FEC can have real-time business revenue visibility that supports better decision making. Real-time analytics from kiosks reflect busy seasons, leading to data-backed strategies to encourage increased sales through special promotions and offers, further increasing customer satisfaction and loyalty.

Increased revenue from upselling

FEC staff are likely trained to encourage upselling to customers, increasing revenue per sale. Similarly, self-service kiosks are programmed to offer deals, upgrades, and bundles as soon as a customer taps an option presented on the screen. This allows customers to see all the options available and decide in real time what offers the best value.

The number of guests in line determines the amount of time staff can spend upselling customers, and self-service kiosks can get the job done automatically.

Choosing the right kiosk

When considering a self-service kiosk for FEC, it’s important to consider the “3S” of size, screen, and software.

Choose a lean footprint kiosk to provide more space for revenue-generating games instead of bulky, space-consuming hardware. It’s also important to consider modularity and customizability. Can I use, modify, and upgrade with different hardware modules after purchase? These characteristics allow you to scale your solution to meet your business needs.

A dynamic and responsive screen is another important factor. Interactive screens interact with customers and present upsell promotions.

Thanks to our reliable software, the kiosk works seamlessly with the rest of your company’s hardware.

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