For the self-service kiosk industry, 2020 was a year of great innovation as businesses endeavored to provide users with tools that supported safe interactions. As mentioned in the 2021 Kiosk Marketplace Census Report, the restaurant industry was no stranger to the need for this self-service ordering technology with restaurant order-and-pay being the second-most commonly deployed kiosk in 2020.
Our Chief Marketing Officer Hope Neiman shared her industry insights with Kiosk Marketplace for the report, citing why kiosks became critical for restaurants during the pandemic and best practices for utilizing this ordering technology to support the omnichannel brand ordering experience.
As restaurants began to ideate how they would stay afloat during COVID-19, the industry quickly realized the power of technology. As Neiman said, “They built delivery programs. They added curbside ordering. They developed new and innovative channels through which to accept orders, and they learned how important it was in 2020 to communicate their position within the local community. They asked for help. They showcased employees. They became, in many ways, more ingrained in the communities they served.”
Kiosks certainly played a part in this, especially as consumers became wary of face-to-face interactions, opting for a freshly sanitized kiosk rather than placing an order at the counter.
For restaurants, kiosks offer a wealth of information and insight into customer trends and preferences, resulting in the ability to effectively optimize items offered, how they are presented, and how they showcase check-boosting add-ons. Another benefit that cannot be overstated is that kiosks free up employees to clean, disinfect and serve as food runners for to-go orders and curbside delivery.
Today, as we still face uncertainty surrounding the future of the restaurant industry, one thing remains clear: it’s important to start thinking about how your brand can attract people to your establishment today, while prioritizing safety. More often than not, investments in technologies, systems and processes are the answer. In any case, ask your brand if it’s ready to pivot back with intelligent digital tools needed to face the evolving marketplace ahead.
You can download the full 2021 Kiosk Marketplace Census Report here. For more information about Tillster’s solutions, contact our team.
