Video Chat for Kiosks: Key Use Cases in Customer Service

In an age of AI and digital transformation, businesses across industries have had to make new technology a part of their customer experience.

Self-service kiosks are a prime example of this. Many leading brands have installed these terminals to reduce queue times, boost efficiency, and improve customer service.

As self-service options are wanted by 81% of consumers, it’s easy to see why kiosks have become increasingly popular in recent years.

That being said, the lack of human connection at a kiosk can quickly frustrate customers when things don’t go to plan - and not all consumers have the ability to use modern tech unaided.

Video chat for kiosks rectifies this issue by giving users access to human-powered support when needed - among other benefits.

So, if you’re interested in adding a video chat kiosk to your customer service strategy, you’ve come to the right place. In this article, we’ll cover:

• What is a self-service kiosk?
• The benefits of adding video chat to self-service kiosks
• Key use cases for video chat kiosks
• How to get started with video chat for kiosks

What is a self-service kiosk?

Self-service kiosks are interactive terminals that customers can use to complete tasks or access information.

They usually appear in the form of a self-standing structure with a touch-screen that customers engage with.

The self-checkout stands found in many supermarkets are a common example of a self-service kiosk. Fast-food outlets are another popular example, where customers can often use an interactive kiosk to complete food orders.

With self-service kiosks, customers can perform certain service actions themselves, without the need for in-store assistance. 

This leaves employees free to dedicate more time to other tasks and the customers who really need them.

Why add video chat to a self-service kiosk?

Kiosks are a fantastic self-service technology, but the lack of personal touch can alienate customers when issues arise.

Video chat for kiosks solves this problem - and it can benefit both your business and your customers in numerous ways.

Let’s explore some of the key benefits in turn.

Humanized digital support

When it comes to digital customer service, technology should always augment the human experience - not replace it completely.

Case in point, 75% of consumers still prefer to interact with a real person even as the technology for automation improves.

The issue with self-service channels like kiosks is that they strip away the human element of customer support.

For brands that want to offer exceptional service, this can prove a roadblock to creating strong customer relations.

Video chat for kiosks counteracts this issue by enabling face-to-face customer conversations in the virtual realm. 

It combines the convenience of digital self-service with the humanized experience that customers crave.

By giving your customers the option to access human-powered support via your kiosks, you’ll demonstrate that you care about your customers and are readily available to help.

Personalized service

The absence of human connection at a self-service kiosk also results in a lack of personalization.

Of course, this isn’t necessarily a problem for customers who use a kiosk for simple tasks without any complications.

But for those customers with specific queries or challenges, a more personal approach is often required.

Plus, personalization has become both a priority and an expectation for modern consumers. In fact, 90% of customers favour businesses that offer personalized customer service.

Video chat empowers your brand to provide personalized support to the kiosk users who need it most.

Advisors can gain a full picture of the customer’s situation via video call and use this information to offer tailored guidance and recommendations.

Enhanced customer experience

In today’s increasingly cutthroat market, consumer expectations are high.

In fact, 59% of customers believe that brands need to provide cutting-edge digital experiences to keep their business.

Video chat for kiosks meets this demand by taking the self-service customer experience to the next level. It enables customers to obtain real-time assistance and expert advice, no matter where they’re located.

Advisors can use video calls to transform a self-service interaction into a customer conversation. They can even go a step further and use video chat alongside other channels like cobrowsing to provide kiosk users with hands-on guidance.

By adding video chat to your self-service kiosks, you can deliver a digital customer experience that’ll set your brand apart and exceed customer expectations.

Reduced abandonment

The problem with self-service tech is that users can quickly become disenchanted when they encounter difficulties.

If a customer cannot easily get assistance in these scenarios, the likelihood is that they’ll simply abandon the task completely. In fact, 67% of consumers will end their journey in frustration if they cannot reach a human representative.

Video chat for kiosks combats this pain point by giving customers somewhere to turn in challenging situations.

The customer can smoothly transition from a self-service interaction to a face-to-face consultation, without any disruption to their digital journey.

This creates a seamless experience that’ll delight your customers, keep them digitally engaged, and reduce the risk of abandonment.

Video chat kiosks for customer service: Key use cases

It’s clear that video chat customer service can be an extremely beneficial addition to a self-service kiosk.

Here, we’ll take a look at video chat kiosks in action.

1. Banking

Video banking is arguably the most prevalent use case for video chat kiosks.

Many banks around the globe have incorporated video chat, and other digital channels, into their ATMs.

Customers can use these interactive terminals to instantly connect with bank tellers and expert advisors. This is especially useful for remote communities where bank branches may be out of reach for consumers.

Video chat ATMs can be used to help customers with various actions, including:

• Transferring cheques, making deposits or withdrawals.
• Opening bank accounts and verifying documents.
• Applying for loans.
• Providing financial advice and information.

Talkative customer AOne ATM is a great example of this use case in action.

AOne worked with Talkative to create a revolutionary ATM experience that reconciles the disconnect between customers and the financial institutions they interact with.

Launched and branded as MiniBranch®, these kiosks can be used to instantly access real-time video, voice, and live chat interactions with expert advisors - simply by scanning a QR code on their smartphone.

It means that AOne customers can enjoy the in-branch banking experience from any ATM location.

2. Air travel

If you’ve ever been to an airport in the past few years, it’s likely that you’ve interacted with a self-check-in portal.

These kiosks are already an established feature in this industry. Yet more and more airports are also implementing video chat technology to further elevate the passenger experience.

With the addition of video chat, passengers can connect with a remote advisor who can provide check-in assistance, travel information, and airport guidance.

Take Instanbul Airport as an example. In 2019, the renowned airport launched digital information kiosks that allow passengers to obtain live video call support from an executive in a matter of seconds. 

This service even provides assistance in international sign language, providing ultimate accessibility to users.

The implementation of these kiosks has created a personalized travel experience, as well as significantly reduced wait times and operational costs.

3. Automotive

Kiosks have been adopted by a number of automotive brands to transform the dealership experience and simplify the car-buying process.

Dealership customers can use kiosks to browse vehicle inventory, access information, register their license details, and a myriad of other self-service tasks.

But the potential applications for automotive kiosks don’t end there - especially when video chat comes into play.

Leading car rental provider Hertz, for example, has installed video chat kiosks in a multitude of locations, including airports, tourist centers, and parking lots. Customers can use these kiosks to contact an agent and arrange a vehicle rental.

With this technology, agents can review a customer’s driving license and even dispense ID cards that will enable renters to access their chosen vehicle. 

They can also share content with the customer, allowing them to collaboratively review rental agreements and peruse the directory of vehicles available for hire.

4. Healthcare

In recent years, video conferencing has become increasingly common in the healthcare industry.

It allows patients to connect remotely with medical practitioners and other healthcare professionals - regardless of location.

One way that this service is provided is via telehealth video chat kiosks.

With video chat technology, kiosk users can access virtual doctor’s appointments, medical advice, and even prescription services.

Consider UPMC as an example. Based in Pittsburgh, this popular healthcare provider partnered with Giant Eagle, the region’s largest supermarket chain, to provide 'AnywhereCare' kiosks for local consumers.

The video chat kiosks were installed in the pharmacy departments of multiple Giant Eagle stores. Any Pennsylvania consumer can use these stations to receive advice and treatment from UPMC clinicians, regardless of their health insurance status.

In the healthcare sector, video chat for kiosks can really add value for communities and consumers.

The improved access to medical assistance that this technology provides could even mean the difference between life and death for certain patients.

The takeaway: Power your video chat kiosk with Talkative

Video chat kiosks can be an invaluable addition to your customer contact channels.

Thanks to this technology, consumers can enjoy the benefits of human connection and greater accessibility to personalized support.

But in order to succeed in any video chat endeavor, you need the right provider.

That’s where Talkative comes in.

Our video chat is one of the most flexible solutions on the market, from our no-code chat widget builder to deep integrations with systems like Salesforce and Mitel.

It means we can work with you to create a one-of-a-kind experience for your customers.

Want to learn how? Book a demo with us today and discover how you can power the ultimate video chat experience with Talkative.