Customers looking for a caffeine fix at their favorite coffee house or café would rather bypass the line and use a self serve kiosk to place their order. Several chains, including Panera, Taco Bell, McDonalds and Chili’s have added kiosks to their operations. McDonalds has invested more than $2 billion to implement the technology within all their US locations by 2020.
Self order kiosks mean a better customer service experience for patrons, with less waiting and more control over the ordering process. People are so comfortable with digital engagement that research shows when given a choice, people would rather use a kiosk. For quick- and casual dining establishments and coffee shops, kiosks generate higher sales numbers by giving customers extra time to look through the menu and discover new items they would like to try. In a June report about self order kiosks, McDonald’s Executive Steve Eastbrook told NBC’s Marketwatch that they’ve seen a bump in the average ticket size since implementing the technology.
Coffee shops and cafes looking to reduce wait times and increase customer throughput are well-served by kiosk technology. Here are three reasons coffee shops should consider implementing self order kiosks.
1. Increase ticket sizes
Upselling guests takes training, skill and practice. Even the best upsellers may not want to or remember to make suggestions to every customer, especially if there’s a line. However, a kiosk can be set to upsell/cross-sell on every screen and every transaction, without fail. When customers place orders themselves and they’re presented with enticing visuals of drink options and recommended food pairings, such as dark chocolate-orange scones or a brie and jam sandwich – they’re more likely to place a larger order. This gives diners the opportunity to try extras they may not have otherwise considered, with the hope they will enjoy the suggestions and purchase them again at full prices.
2. Improved order accuracy
When customers enter their choices into the self order kiosks, they are transmitted to the kitchen immediately so kitchen staff can begin preparing them. This eliminates go-between the kitchen and the kiosk, so orders come through more clearly. With self order kiosks, there is no game of telephone and that grande soy latte with an extra shot of espresso gets done correctly the first time. This technology can help restaurant owners save energy and money by reducing the number of forgotten orders, kitchen backups due to errors, wasted resources spent remaking food or drinks, or orders that were written down correctly but improperly entered into the POS terminal.
3. Reduced wait times
Coffee lovers in a hurry will appreciate self order kiosks, especially during the morning and midday coffee rush. Self-service stations cut out virtually all the waiting to place an order, so customers trying to get to work on time are in and out without a fuss. These kiosks help ensure shorter lines, less waiting and a more pleasant experience for diners and employees. However, in order to ensure that the kiosks have the intended line-busting effect, it’s recommended that your café have staff stationed around to assist people at the kiosks for the first several weeks after they go live.
A self order kiosk is a cost-effective, line busting solution that puts your customers in control of the ordering process. Contact NCC to get in touch with a dealer near you about implementing self order kiosks in your coffee shop.