Not long ago, restaurant leaders were asking whether or not consumers would use kiosks, and if they did, if it would have a negative impact on customer service. Today, with nearly every major restaurant chain adopting self-service kiosks, those questions have been answered. It’s no longer a matter of if the technology could be applied successful to restaurant, but how it can be implemented most effectively.
The concept is proven, and consumers are increasingly choosing to patronize restaurants that offer effective self-service platforms, resulting in increased sales and loyalty. In fact, kiosks are so effective, some of ZIVELO’s clients have experienced up to 30 percent ticket lift after installation. Yet, the strongest results come from clients that embraced ZIVELO’s proven successful rollout strategies, learned by successfully deploying kiosks throughout the restaurant industry.
“We’ve shipped tens of thousands of kiosks to some of the biggest brands in the world, and have gathered lots of lessons,” says Healey Cypher, Chief Executive Officer of ZIVELO. “There’s a lot of nuance to urban versus suburban environments or the languages spoken in a community. If you don’t have a conscious strategy for deployment, you fall into a lot of traps.”
Hardware, for example, is one area where many restaurants make mistakes, says Kris Bartel, Chief Business Development Officer for ZIVELO. “You can’t just put a pole-mounted tablet on the counter and expect it to work and be long-lasting in a commercial setting,” he says. “We’ve found that you need a fully immersive experience provided by a 27- to 32-inch screen, which makes customers feel like they can spend time customizing their orders.”
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Placement and scheduling are also important factors. “You don’t want to put it in a corner or down a hallway near the bathrooms, you want the kiosk to be a disrupter – almost right in the way when a customer comes in to stop the guest from going to the counter,” Bartel says. Plus, when deployed correctly, restaurants see increases for high-margin add-on items, like fries, and the kitchen must be prepared to handle increased volume. Additionally, it can help to schedule an employee ambassador to invite guests to use the kiosks, and help customers understand how to use them in the first few weeks, which can speed up adoption rates.
“Collectively, restaurants find that customers love the experience of the kiosks and get to order things at their pace,” Cypher says. “But associates love them, too. It changes their role into a heightened customer service person instead of requiring them to just take orders.”
Finally, software, installation, maintenance and financing are also major factors. ZIVELO is your total-solution partner for all of this. Though each restaurant is different and will require its own plan, partnering with a team that knows the industry and has experience with large-scale kiosk rollouts can ensure a smooth transition.
