What is self-service?

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What is self-service?

In the ever-evolving digital age, companies are constantly seeking innovative ways to enhance customer experience, optimize operations, and reduce costs. One such solution that has gained immense popularity in recent years is self-service kiosks, also known as self-service kiosks. These interactive machines offer customers a simple and automated way to perform various tasks on their own, without the need for direct interaction with an employee.

Let's delve deeper into the world of self-service kiosks/totems and explore what they are, how they work, and the benefits they bring to both businesses and customers.

What is a self-service kiosk/totem?

One What is self-service?, A kiosk, or totem, is an interactive device designed to allow users to perform certain functions independently, without the assistance of a human operator. These kiosks are equipped with a touchscreen, integrated software, and connectivity features that allow users to access information, place orders, make payments, check in, and much more. They are commonly found in locations such as retail stores, airports, shopping malls, hotels, banks, and restaurants.

The term "totem" refers to a specific type of self-service kiosk, generally taller, often in the form of a column or vertical pillar. These totems are designed for public spaces and built to attract attention with their sleek and modern design, ensuring visibility and ease of use. Self-service kiosks can be wall-mounted or standalone units, but the overall goal is the same: to provide users with the convenience of completing tasks independently and efficiently.

How do self-service kiosks work?

To fully understand kiosks, it's helpful to know what a kiosk is.

A kiosk is a stand-alone, interactive machine programmed to provide services such as ordering, paying, registering entry, looking up information, or printing tickets.

The self-service kiosk operates through a simple flow:

User interaction:
The customer touches the touchscreen to choose what they want to do.
Task processing:
They follow step-by-step instructions, such as ordering food, checking in, or paying bills.
Payment and verification:
Many kiosks have card readers, QR code readers, NFC, or even cash acceptors.
Real-time data synchronization:
The kiosks connect to the company's internal system to update orders, inventory, reservations, or payments.
Confirmation or departure:
The kiosk can print a receipt, issue a ticket, or provide on-screen confirmation.

Software is usually developed to order, depending on the industry and specific business needs.

Types of self-service kiosks/totems

Here are the most commonly used types today:

Order kiosks (food and drinks)

This allows customers to browse menus, customize meals, and pay directly on the device.

Hotel and airport check-in kiosk

These points issue boarding passes, room keys, or tickets, reducing long lines.

Retail Information Kiosk

The customer can check product availability, compare items, or search for store locations.

Ticket kiosk

Used in cinemas, museums, transport terminals and amusement parks.

Banks and payment kiosks

People can pay bills, check balances, or complete transactions securely.

Main benefits of self-service kiosks/totems

Faster service and shorter queues

Customers get things resolved quickly, without having to wait for staff.

√ Greater precision

Users enter their own data, minimizing human error in orders or transactions.

√ Reduction of labor costs

Companies can operate efficiently with fewer employees on the front line.

√ Increased sales

Kiosks can offer additional products or automatically suggest add-ons, increasing revenue.

√ Enhanced data and insights

The kiosks collect valuable data on behavior and transactions to improve business.

√ Uninterrupted operation 24 hours a day, 7 days a week

Unlike humans, kiosks don't get tired and can operate 24 hours a day.

How much does a self-service kiosk cost?

One of the most common questions companies ask is: how much does a self-service kiosk cost?

Here's a general price guide:

Basic kiosk with touchscreen.

US$ 800 – US$ 1.500
Ideal for simple information navigation or for organizing waiting lines.

Mid-range kiosk with QR code reader, card reader or printer.:

US$ 800 – US$ 1.500
Ideal for simple information navigation or for organizing waiting lines.

A complete and advanced self-service kiosk, with payment modules, thermal printers, cameras, or customized software:

US$ 3,000 – US$ 7,000

Large, customized business kiosk:

US$ 10,000 or more
Used by banks, airports, or government institutions.

Prices may vary depending on screen size (21.5″, 27″, 32″, 43″), hardware modules, brand customization, and required software integrations.

Why are companies migrating to self-service?

Self-service systems meet modern consumer demand for speed, convenience, and autonomy. Businesses also benefit from lower costs, reduced congestion, and more efficient operations.

With the acceleration of digital transformation, self-service kiosks/totems have ceased to be optional and are becoming essential tools for sectors seeking to maintain competitiveness.

Conclusion

Now that you understand what self-service is, what kiosks are, and even how much a self-service kiosk costs, it's clear why these digital terminals are reshaping the customer experience.

They are the future of automated customer service, and companies that adopt them early on will gain a significant advantage.

What is self-service?