In the convenience services industry, the question of whether technology can ever make services foolproof is posed. While 100% foolproof may not be possible, cashless payment and telemetry systems are among the key technological advancements that have greatly improved customer satisfaction in convenience services. Cashless payment systems have opened up new opportunities for operators to offer a wider variety of products and reduce the likelihood of customers losing money. Telemetry systems, which enable remote machine monitoring and cashless payments, have brought notable operational efficiencies by reducing the need for additional delivery routes and employees.
Micro markets have also been considered a major improvement for convenience services, bringing a notable increase in sales and customer satisfaction. However, micro markets also present challenges, such as the increase in opportunities for theft. To address this, operators are using surveillance cameras and customer engagement platforms like Zippy Assist to communicate with customers and reduce theft.
The panelists agree that while technology plays a critical role in improving convenience services, making sure customers accept and adapt to the technology remains a challenge. Customers have varying levels of technology comfort, and operators need to listen to their customers’ needs and preferences when implementing new technological solutions. Artificial intelligence (AI) is also seen as a benefit for convenience services, as it can help tailor product selections to customers and improve merchandising.
While technology continues to improve convenience services, the panelists also emphasize the importance of human interaction, highlighting that technology will not replace humans in delivering convenience services anytime soon. Technological advancements should be focused on making services easier for customers to use, keeping in mind that too many screens and complex interfaces can be off-putting for some customers.