Self-service kiosks came to airports in 2000, to fast food in 2014 and to dealership service lanes around 2017. And just as many flyers eventually moved to using mobile phones to check in, customers in the service lane may soon follow.
Software providers Xtime and Dealer-FX both added mobile-friendly, self-check-in capabilities to existing products — Xtime Engage and Dealer-FX ONE, respectively — in April. That same month, startup Carmen released a service communications suite designed to maximize self-service use.
David Foutz, vice president of sales for Xtime, part of Cox Automotive, said the positive interactions and efficiencies seen with kiosks will be furthered by offering self-service capabilities to customers on a device they're even more comfortable using.
"If you think about what kiosks do, we've taken that capability and extended it to customers' phones," Foutz says.
Many consumers find mobile interactions are fast and accurate and create clear expectations, he says, adding that the software is "very intuitive."