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77% of consumers would be very or somewhat comfortable in a retail setting where only self-checkout technology was offered.
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77% say that they view organizations more positively if they offer self-service options for customers looking for support.79% say they expect organizations to provide self-service support tools to help customers find answers without having to contact support.Over 50% of customers think it’s important to solve product issues themselves rather than rely on customer service.Across industries, 81% of all customers attempt to take care of matters themselves before reaching out to a live representative.But many studies hint that the best customer service is what empowers modern customers to seek out solutions for themselves while providing the right tools that enable an efficient and gratifying customer journey. Self-service and customer service: Some might think that these two things are of opposite nature, believing self-service takes place in the absence of customer service. Self-service kiosks & signage lets customers help themselves Web triggers (enabling captured speech to trigger particular actions).This example includes, as a complement to touch: This “multi-mode experience” example, created using Intuiface, illustrates how both touch and touch alternatives can be incorporated into a self-service experience using Intuiface software. Despite all the controversy around public touchscreens, haven’t we already grown comfortable with different forms of self-service experiences such as BOPIS (Buy online, pick up in-store) kiosks and QSR self-ordering kiosks? Although self-service digital signs have already long penetrated our daily lives, they have recently solidified their role as the most accurate and controllable alternative to direct human-to-human interaction in the wake of the pandemic. Self-service kiosks are safer as they moderate the risk of human-to-human disease transmission when used with proper sanitation measures such as the use of disinfectant solutions, distancing, and touchless interactive options.īesides, let’s set the record straight. But the ironic reality is that we are in need of those digital solutions more than ever with our altered lifestyle and the measures imposed on businesses such as capacity limits. The popularity of public touchscreens may have seemed to wane along with the rising stigma against physical contact with just about anything outside our homes. Today, everything is pointed towards the undeniable necessity of self-service solutions. What are the grounds for this claim? Read on. But unless you are holding a joker close to your chest that can turn the tables upside down, the obvious next move in the game of customer service has to be adopting self-service digital signage. Should it be due to perceived public attitude towards touch screens, employee job security, unfamiliarity with new solutions, or mere insensitivity towards providing more effective customer service, there are a handful of reasons why you might be letting the grass grow under your feet when it comes to adding self-service digital signage to your business.