Self-service and in-store interactive kiosks with video chat

Various retail shops, services and agencies install self-service and in-store kiosks in their offices to let their customers help themselves or get expert help faster. You can use RichCall for at least use cases here, in a self-service kiosk and in an in-store kiosk with connected peripherals.

Self-service kiosk

Self-service: “For assistance please call 1-800-…”

Self-service kiosks play a vital role in improving customer service becoming more commonplace across many industries:

  • travelling: ticketing and information kiosks;
  • government: visitors registration, DMV assistance;
  • healthcare: patient check-in, appointment booking and rescheduling;
  • retail: directories and wayfinding);
  • restaurants: ordering kiosks.

That’s great. But the reality is customers often need extra help, especially if they are a first-time user or use kiosks infrequently or have additional questions.

The easiest way to deal with this is to provide user with a contact center phone, just like at the picture on the left – “For assistance please call 1-800-…”. In some cases companies even allocate a person to assist kiosk users.

But is there a better approach?

Киоск самообслуживания со встроенным видеочатом

Live video-enabled remote assistance

The better approach is to provide kiosk users with the option to quickly establish an interactive session with a remote rep via video chat:

  • the embedded “Live help” button provides an instant connection with the customer service rep, the client doesn’t need to dial the contact center number;
  • the call is routed directly to the kiosk tech support skil group bypassing the IVR;
  • the customer service rep receiving the call also gets the video of kiosks’ screen activity – to learn the context of the customer issue;
  • watching the customers’ actions an agent guides him through the process pointing which buttons to push with the graphical pointer.

So the performance of the support increases dramatically reducing the time-to-resolve rate.

Try the RichCall kiosk mode right now!
Push the button below to open the kiosk emulator with the live assistance button embedded:

RichCall video kiosk

Quick remote expert help with HD video and content sharing

Let your in-store customers connect with remote professional representatives. The “video kiosk” mode allows your experts to provide support on-site without them having to be physically located there. HD video quality and content sharing options deliver the best possible customer experience.

By running the RichCall interface on an all-in-one touch screen desktop PC, your remote agents can answer the questions of in-store customers, and provide them with expert level assistance that your store representatives may not be able to.

Connecting experts with in-store visitors via RichCall provides a great opportunity to improve customer service, reduce the branch costs, and increase staff utilization.

You can try RichCall in “video kiosk” mode live right now.
Click this button to open a new page emulating the video kiosk:

RichCall video kiosk with peripherals

Attach peripherals to your kiosk

The RichCall “video kiosk” UI can interact with printers, scanners, barcode readers and other peripherals connected to the kiosk’s PC.

Remote experts are able to control all the kiosk’s peripherals, enabling them to do things such as scan client ID cars, or print documents to sign.

Learn more about how RichCall works in the contact center.


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