The hidden cost of self-service
Businesses developing a self-service Web site need to ensure the site in question enables users to complete the task at hand as quickly and efficiently as possible, says Bluhalo.
According to Gerry McGovern of Customer Carewords, organisations must be aware of the consequences of providing a poor user experience by failing to allow consumers to carry out a certain task or activity on their Web sites.
These can include losing the customer to a competitor, driving the consumer to another channel and incurring extra costs when attempting to resolve a complaint arising from an ineffective Web site, he warned.
Air NZ implements self-service check-ins
On 3 November, the Auckland domestic terminal will be the first to go live with Air New Zealand's fully self-service check-in kiosks, which eliminate bag-check queues and allow frequent passengers to use RFID-enabled cellphones and other devices to check in without paper documentation, reports Computerworld.
Stephen Jones, Air New Zealand GM of domestic flights, said the system was launched after feedback from Air New Zealand customers indicated passengers want less hassle at the check-in stage.
Auckland's current 14 self-service check-in kiosks, which are five years old, are being replaced by 30 of the new kiosks, which will be functional from Monday. Christchurch airport follows suit on 17 November and Wellington goes live with the new kiosks on 8 December.
Netkey validates solution
Netkey, a provider of solutions for self-service kiosks and digital signage, has successfully completed validation of its Netkey Software Platform for the Ready for IBM Retail Integration Framework programme, states Market Watch.
The IBM Retail Integration Framework leverages open standards including Association for Retail Technology Standards, Open Application Group Integration and Global Standards to unlock communications between services, information sources, and business processes, making the store and the retail enterprise one seamless landscape rather than disconnected islands.
The IBM Retail Integration Framework initiative brings together platform-independent software vendors that deliver proven solutions designed and built for the retail industry.
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