News & Insight

Self-Service Technology and the Future of Customer Engagement

Why Self-Service Technology?

Brands are using self-service technology in an effort to give consumers more convenience and a personalized experience, while also reducing human error. As consumers’ buying power continues to evolve, brands are on the hunt for new avenues to maintain open communication with digitally savvy consumers. As new support systems are integrated into customer engagement experiences, innovative DIY tools are attracting a new generation of consumers who want a more tailored brand experience.

Allied Market Research predicts that the self-service tech market will exceed $31 billion by 2020 thanks to retail chains, banking and healthcare industries integrating self-service kiosks as a part of their customer engagement strategy.

Understand the Audience

To expand a customer engagement strategy to include self-service technology, it is most important to know your customer and how they prefer interacting with you brand or company. If you don’t know your audience, how are you supposed to connect with them in a way that appeals to them?

Put the Customer in Control

In a constantly changing digital environment, people want to communicate with companies in a way that makes them feel comfortable. They want total control over their own support experience and self-service technology allows them to determine how and when they interact with brands. This creates a sense of instant gratification and provides an easy option for self-service.

Be the Best Resource

As technology is integrated into existing customer engagement strategies, brands must position themselves as a go-to resource and trusted advisor for answering questions and making recommendations. Continue to provide a stellar customer engagement experience by maintaining personal interactions online, use consistent messaging and feature up-to-date information on deals and promotions.

Do you think self-service technology will change the way consumers engage with brands?