The Self-Led Service Revolution

Customer preferences are constantly changing and also vary based on the individual. However, we see a trend within the retail environment that only seems to be growing.

When we look at kiosks, they provide the self-service option with a sleek, intuitive, modern consumer experience. Retale conducted a survey with the results showing 85% of Americans have used a kiosk and 49% of consumers want self-service kiosks at every store.

Kiosks are appearing more and more in the automotive space. In 2017 Walmart struck a deal to have kiosks for car buying incorporated into their retail space. Additionally, dealerships across the country are using kiosks in the service department and seeing great results including a positive impact by reducing check-in time, increasing upsells, and providing additional appraisal opportunities in the service drive.  At one store, 89 percent of users said the device made check-in easier and 98 percent said it answered all of their questions.

To meet rapidly shifting customer preferences, your store needs to have a method other than direct advisor-to-customer interactions to help attract different audiences to your service drive. If you want a larger audience of millennials/Gen Z, introverts, or consumers who love new technology, you need to provide a self-service option with customized presentations to keep them coming back.

If you are curious if your store would see success with a kiosk, check out this checklist from GoMoto and see how you stack up!

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