How grocers can overcome operational hurdles of kiosks

As consumers become increasingly accustomed to self-service options, the demand for kiosks is skyrocketing. But how can grocers navigate this exciting new world of automation and make the most of this trend?

Global interactive kiosk sales saw a 20% gain, totaling $14.52 billion in 2022, according to the 2023 Kiosk Marketplace Census — not counting ATMs and refreshment vending machines. And rising consumer acceptance of self-service isn't the only factor driving this growth.

With a recovering supply chain, enhanced technology and growing labor shortage, the grocery store kiosk has become a most-needed essential. Self-service kiosks can bring several benefits, such as reducing wait times, improving order accuracy and freeing-up staff to focus on other tasks. Yet, like any new technology, there are some operational hurdles to overcome.

Self-service kiosks are taking the grocery market by storm, but that's only when stores prepare their teams and budget. So, let's take a look at some of the main challenges and how grocers can mitigate them for a successful rollout.

Empower employees through training, change management

Kiosks might be simple to use from the customer's perspective, but the options for staff increasingly grow. For starters, they need to ensure menus, out-of-orders, dietary requirements and pricing are accurate for the safety and satisfaction of their consumers.

And the need for grocery staff to be more tech savvy is increasing by 64%, according to McKinsey & Co.

While kiosks' technological advancements make it easier to pre-program item quantities and automatically populate dietary information, grocers require an effective change management communication strategy for employees to adopt new practices and ensure information is accurate.

For smooth sailing, share your vision with staff and get them onboard. Then show them the path to achieve successful process changes. Each staff member should receive a minimum hour of training post-kiosk set-up. And have weekly or bi-weekly check-ins, moving to monthly reviews once the team is well-adjusted.

Communicating changes and testing staff's ability to understand new processes is the difference between someone quitting under stress or feeling excited by the latest tools. It's essential employees feel they are treated equally and have space to take extra time adapting if needed.

Allowing them to redo functionality tests in their own time as often as they want to feel comfortable will help them complete their tasks with confidence. So ensure you have a demo model for them to test and play with the features to get the best results.

Navigating connectivity issues and out-of-service kiosks

No matter how expensive the kiosk or the data network is, connectivity issues are a possibility — which is why it's better to ensure you put your money on a vendor that provides technical support.

For example, you could buy a kiosk for $500 from overseas but need help getting back online.

While a simple switch off and on of the computer often works, if the whole system is glitching, it might be time for advanced technical support.

Kiosks ranging from $2,000 and above with support and troubleshooting will help you keep on top of your maintenance regularly so you can continue focusing on customers' orders.

Look for vendors that offer hardware and software as they can solve both problems. They should also provide regular updates and maintenance.

Grocers that give positive customer experiences make 5.7 times more income than those that do not, according to The Wise Marketer, and while a server being down is out of the staff's control, how it's handled is up to them. Ask staff what contingency plans they would like to put in place for cases where technical issues occur, even momentarily. Perhaps they choose to return to paper, in which case, make sure the notepads are ready.

Get the budget up to scratch

There are various kiosk use cases across large and mini stores, but in every scenario, the kiosk brings data, and that's a benefit for grocers.

For instance, a two-store Local Express client has implemented a few kiosks and already receives 500 orders a week. Since launching, the store saw a 25% increase in basket size orders. It's unjudging computer asks, "Would you like to add extra cheese," removing roadblocks from impulse purchases and providing smooth upselling opportunities.

To know whether the kiosks are worth the cost, stores can see what customers are purchasing and how much they're spending, demonstrating the kiosks' impact on sales.

Often stores can get ROI in a few months. In cases with low foot traffic, it will take longer for ROI, but even with just one customer, grocers capture useful information to support future sales and marketing.

Additionally, kiosks with integrated analytics systems can show how efficiently the orders are fulfilled and identify points of delay in real time. This helps alert grocers when their team might need extra training or support.

Did more items need to be prepared or staff added at peak times? Regularly checking in with team members and offering tools to enhance their skills throughout the week will help them adapt quickly.

With ongoing maintenance support, careful budgeting and a close eye on analytics, smaller stores can stay ahead of the curve and boost their sales within months.