All the surveys have shown that the largest consumer base for the near future will be generation Z and millennials, the generations of technology. These generations, who grew up in a digital age with digital power in their hands, expect brands to act digitally natively as well. They shape the future of business and have the power to ruin international brands if they do not provide a self-service and frictionless customer experience.

Millennials are the primary consumers now, and Zoomers are one step behind. Despite the differences between the two generations, self-service is seen as the common requirement they want in their business experiences. 49% of Gen Z participants and 41% of Millennials said they would use a digital self-service option.

What is self-service?

Yes, it is what pops into your mind. Self-service means allowing customers to do things by themselves, such as finding information about a company, services, or products, set orders and tracking them.

How should businesses act?

For the next few years, businesses that don’t provide self-service solutions will write their own obituaries. Fortunately, technology always has the solutions to keep businesses able to compete and run forever. Let's discover the main solutions that ensure self-service adoption.

Self-service Kiosks:

Self-service kiosks are supposed to be a part of any business with single or multiple locations due to the valuable impact they have across a variety of sectors in hotels, banks, restaurants, airports, telecoms, and others.

Self-service kiosks are considered the key element to providing a frictionless customer experience, which is the primary requirement of millennials and generations z. Highly customized self-service kiosks increase business revenues while decreasing operational costs. According to a 2019 study, younger consumers show a stronger preference for self-service checkout options than their baby boomer counterparts; 59% of 18-to 34-year-olds reported using self-checkouts regularly. Engaging the younger generations and building your brand loyalty need self-service kiosks.

Self-service shops:

The shopping experience has been affected by the last pandemic and the desires of the new generations of customers. Every day, around 14 stores in the United Kingdom are closed. Isn't it a shocking number? So, what should the retailers do to exceed their customers' expectations?

Self-service shops are a crucial solution for millennials and Zoomers since they are available 24/7 without human interaction. These high-tech stores provide new opportunities for retailers to increase their ROI, make the shopping experience touchless and cashless, and eliminate cashiers' human errors.

Another feature for self-service shops is the ability to integrate with most desired systems such as online appointments, e-payments, digital signage, and many more to make the customer live the most customer-centric experience.

AI chat Bot and Interactive screens:

When it comes to doing business, both generations will not negotiate on getting the necessary information and receiving an accurate answer online without having to speak with customer service.

In waiting loops, interactive screens provide clients with information, answer frequently asked questions, and help them to discover more about the products, features, and services that support the sales team in upselling, where the clients get the right message without feeling pushed to purchase. Here also, we should mention the opportunity to get real and live feedback from clients.

Self -service online appointment scheduling:

Self-service online appointments will be vital in gaining the loyalty of those generations. This solution satisfies their two most significant requirements. The first is self-service, which allows them to arrange their visit at their convenience rather than wait in long lines and the second is to get a personalized customer experience.

Benefits of self-service solutions for business:

Self-Service solutions will have a great impact on business performance and they assist businesses to:

·      excellence in the customer experience and make it safe, fast, and self-service.

·      increase the ROI and cut the operating expenses.

·      Raise the staff's efficiency and satisfaction.

·      Get deep insight and data to personalize the customer experience.
 
 

For many businesses, self-service systems will be simple and easy if they choose the right technological partner company to implement them and customize the solutions to fit every business need. That's what we do in ZEOUR with our technology-addicted developers and highly professional business consultants.

Talk to an expert