Modernising Receptions: Do Self-Service Kiosks Substitute or Supplement Human Interactions?

by | Sep 01, 2022

Wanting to speak to a human after a failed interaction with technology is a common occurrence. However, these frustrations don’t have to spark debates of ‘man versus machine’ when things go wrong.

Self-service reception is often perceived as a device requiring ‘no human interaction’ that leaves visitors to help themselves. This can be a perk in and of itself for organisations where people may be in a hurry or would like to go about their day with minimal exchanges, but can also be a curious change for organisations that value those exchanges and seek to deliver a more personalised customer service.

self-service-reception

When arriving at a new building, a Self Service Reception Kiosk can be just the key to supporting front-of-house staff in delivering the human experience, while providing a smoother service to allow for overall punctuality and productivity. To highlight the many benefits that come with a Reception Kiosk like Vpod’s Vgreet Virtual Reception, this blog will explain:

  1. What a self-service reception kiosk is
  2. The benefits of a self-service reception
  3. How self-service kiosks can supplement the human experience

1. The functionality of Vgreet Self-Service Kiosk

Visitor management systems often serve as a self-service reception, with self check-in functionalities and more. Vgreet is a virtual reception system that goes beyond the basics to provide a concierge-style service – fully automating manual tasks but retaining human interaction and providing a quality check-in experience.

It specialises in delivering the end-to-end user journey from the moment they leave home to the moment they leave the premises – providing a truly tailored approach to connecting with a physical space. A reception kiosk like Vgreet includes features such as:

vgreet-self-service-kiosk-features

2. Benefits of a self-service kiosk

Breaking the barriers between receptionists and visitors

Self-service kiosks come in many shapes and forms, for multiple purposes: checking into a flight at the airport, checking out items at a supermarket, ordering food, signing into a workspace, and more. Although utilised to enable fewer queue times to create faster and more pleasant user experiences, one of the biggest apprehensions around self-service kiosks is that they encourage a lack of human interaction.

However, self-service kiosks reduce workplace interruptions so that receptionists can focus on delivering exceptional communication and reception service where face-to-face exchanges are required, while still offering a list of out-of-the-box features that cater to different needs and adapting to various situations, including:

  1. Wayfinding around the building
  2. Centralising resources for consistent communication between people and departments
  3. Increasing security and data compliance due to visitor pre-registration, identity verification and access control
  4. Room and desk booking
  5. Concierge services for live weather and transport updates, as well as guest feedback options for improvements

Boosting productivity and ROI

Among other advantages of having self-serving technology, reception kiosks can increase your business’ productivity and ROI. Front-of-house staff can experience over 30% fewer calls to the service desk, freeing them up to complete other tasks that require attention to detail, and businesses can reap higher ROIs.

According to a 2017 study, the average cost-per-ticket for support teams ranges from $2.93 to $49.69, with the average ticket costing around $15.56 and the average cost per minute for handling a ticket at $1.60. When the number of calls for Level 0-1 ticket is dramatically reduced, there is a much higher return on investment associated with those costs.

self-service-reception-kiosk-at-vodafone-office

With Vgreet self-registration kiosk, Vodafone has seen 85% ROI per annum while delivering an exceptional reception service.

Increased job satisfaction

Self-serving technologies help employees find a fit between their personal values and your organisation’s goals to deliver meaningful work. They are more likely to be loyal, service-oriented, and high performers because of their independence and additional support.
Organisations are not just taking the efficiencies of reception kiosks for cost-saving purposes, but using them to redeploy and retrain reception staff to streamline repetitive tasks so they enjoy greeting and servicing visitors in more depth.

receptionist-greeting-a-visitor

Substituting vs Supplementing the human experience

Implementing a Self Service Reception does not have to mean you are replacing your staff. They exist to make lives easier and supplement staff who are overwhelmed and need extra support for mundane tasks. At Vpod, we believe freeing up front-of-house employees assists in bringing back the personal touch that the human experience offers, creating a true human-centric workplace.

As mentioned in an article about people and technology, “recognizing these human elements, and identifying where human input is essential, is one of the challenges enterprise organizations face.” Additionally, while the majority of the repetitive tasks were done by technology, “humans were empowered” to better support customers which, in turn, “increased productivity in a big way”.

Summary

In short, a Self Service Reception can provide multiple advantages to businesses who implement them, as well as their guests. Vgreet visitor registration kiosk redefines traditional reception practices by:

  • Enabling front-of-house employees to become attentive hosts, by supporting them in providing more services
  • Removing barriers between visitors and employees and the receptionists
  • Increasing business productivity by eliminating queue times, assisting in punctuality and organisation, and streamlining manual processes to save time and money

Further reading


Interested in implementing a self-service reception, with or without a kiosk? The Vgreet platform is available as software for your flexibility.

Download the brochure or Contact us

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