How self-service kiosks boost the family entertainment center’s guest experience| Commentary

Self-serve kiosks allow family entertainment centers to improve the guest experience, optimize on-site manpower, and enable real-time analysis and product upselling

Image courtesy of Frank Mayer and Associates Inc.

As the world pivots back to normalcy post-pandemic, family entertainment centers have seen significant changes in how consumers want to transact and engage with their businesses. Customer service is quickly transitioning from human-to-human interaction to more contactless and cashless methods.

Business solutions like self-service kiosks address this consumer demand 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 a customer service agent.

Benefits include improving the guest experience, optimizing on-site manpower, enabling real time analysis and enabling product upselling.

Improve the overall guest experience

Self-service kiosks can be of great value to FEC guests when they are presented with a wide array of suitable options for their immediate needs. This makes the transaction easier and faster, leaving the guest with more time in their hands to enjoy the venue and spend more. Similarly, the use of self-service kiosks prevents customers from walking out the door because of long lines or waiting on busy staff to attend to their concerns.

More productivity for the manpower

Regular customers who generally do not require additional customer service can make their way to the nearest self-service kiosk at any given time, freeing up the FEC’s manpower so they can focus on other guests who need more assistance. This is especially helpful during busy periods, when employees manning the counters are prone to insistent customer demands left and right — which might affect customer satisfaction.

A self-service kiosk is an effective solution to keep both customers and employees happy. When the staff can be more productive, this will directly translate to a better guest experience.

In addition to self registration, self-service kiosks enable game card purchases and card reloads.

The synergy of these factors will increase an FEC’s bottom line by increasing efficiency and lessening missed revenue opportunities.

Real-time analysis

Since self-service kiosks are usually part of an integrated system that runs a business, FECs can have real-time business revenue visibility that supports better decision making. Real-time analytics from kiosks will reflect busy periods, therefore leading to data-backed strategies to incentivize increased sales through special promotions and offers, further boosting customer satisfaction and loyalty.

Lift revenue through upselling

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

While the number of guests standing in line determines how much time a staff will put into upselling a customer, a self-service kiosk can automatically get the job done.

Choosing the right kiosk

When considering a self-service kiosk for an FEC, it is important to consider the “3Ses”: size, screen and software.

Opt for a kiosk with a lean footprint to give you more space for revenue generating games instead of bulky and space consuming hardware. It is also important to consider modularity and customizability: can it be used, modified and upgraded post-purchase with various hardware modules? These characteristics allow the solution to grow with your business’ needs.

A dynamic and responsive screen is another important element. The interactive screen will interface with your customers and present your upsell promotions.

Reliable software will ensure that your kiosk will work seamlessly with other hardware in your business.


Leave a Comment