In Oregon, where our operations center resides, you may notice many people sitting bewildered at the gas pump. That’s because recently, in an effort to promote social distancing, Oregonians have to pump their own gas for the first time since 1951. By the way, in case you didn’t know, in New Jersey, an attendant also pumps your gas, but they’re still refusing to allow self-service. This small (and for 48 states, humorous) push for change illustrates a much bigger trend nationwide – the self-service curve-flattening strategy has tremendous momentum and will ultimately impact all facets of our lives.
Social distancing efforts brought about by the Coronavirus epidemic have ignited new interest in the realm of self-service which is accelerating innovation. From doing business online to kiosk innovations that limit the need for human-to-human contact, businesses of all kinds are exploring new possibilities for self-service technologies. But some of these innovations will be more of an operational necessity than a way to boost public health due to the increased volume of consumers demanding service from afar.
Since January of this year, when the latest iteration of the Coronavirus surfaced in China, tech innovators have been busy concocting new kiosk designs that could benefit public health now and in the event of similar crises in the future. Companies like NoviSign are engineering high tech hand sanitizer dispensers which, though they are currently marketed to hospitals and clinics, could be easily placed in a variety of high traffic public spaces. Other kiosk manufacturers are releasing kiosks that utilize infrared thermometers to screen for fevers like the one produced by Accushield being utilized by Civitas Senior Living in Texas to screen staff and guests prior to entry. Meanwhile, some are adapting older designs to meet new needs like Elektral, a vending company in Turkey, which is stocking machines in public transit and airport depots in Istanbul with disinfectants and face masks.
Beyond the kiosk, retailers and service providers alike are hustling to expand their digital self-service capabilities. The decrease in foot traffic has increased the need for customer service over the phone or internet. This makes IVR systems, chatbots, and smartphone apps incredibly valuable. Each of these technologies can be used to handle common questions and transactions. With workforces diminished as a result of the pandemic, and new remote workforces still on unsteady footing, self-service technologies can help to bridge the gaps and free the existing staff to handle more pressing inquiries while delivering timely service through a medium that still offers 100% control over the consumer experience.
Professional Credit was striving to develop intelligent automation long before the COVID-19 outbreak due to rapidly changing consumer preferences and demand. When we rolled out our digital initiative it was with the aim to streamline service for our clients and their customers – increasing account access and providing new self-service channels that could meet a wide variety of needs. From the smartphone savvy to the digitally challenged, nine-to-fivers, or those on swing-shift, our omnichannel strategy was built to provide service that fits every preference or schedule. This put us in a unique position to be able to handle the increase in call volume spurred by the crisis while we stabilized a remote workforce for the safety of our staff without any disruptions to service for consumers.
While the new necessity for digital transformation may have pushed many businesses to adopt self-service tools, there is likely no turning back once the pandemic has ended. Consumers will have become accustomed to the ease in service and convenience of doing it their way and habits formed by social distancing will become the new norm.