While a self-service checkout and customer service process can be a competitive advantage for many businesses, they can also be a source of frustration when they don’t work smoothly.
A self-service checkout will only be useful when it’s functioning properly. If a customer is unable to proceed through the process without seeking additional help, then that is a failure in functionality. The additional time necessary to resolve the issue is negating the benefit of having a self-service process in the first place.
To overcome these obvious issues, it’s imperative that the self-checkout process is free of hurdles and confusion. Additionally, all of the features need to be working.
When an automated checkout does work, however, it’s really a thing of beauty. The time it saves can quickly add up. For more information on this subject, watch the video from OpenView Labs featuring Bill Price.