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How To Build A Self-Service Experience You’re Proud Of

How To Build A Self-Service Experience You’re Proud Of

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Self-service, or “unattended” environments, are the new expectation, and 2022 will officially be the watershed moment for self-checkout technology, adoption, and innovation. Let’s break down some key pieces you’ll want to consider when building out your strategy.

Self-Serve Is So Self-Serving

Consumers now expect payment solutions that both anticipate and address their needs no matter where, when, or how they choose to shop. The same rules apply to unattended retail and contactless payments, including “just walk out,” buy-online-pickup-in-store (BOPIS), self-order kiosks, self-scan kiosks, and in-store mobile, along with the rest of your traditional in-person or online payment journeys.

The buyer’s journey – once envisioned as a fairly straight path from the first point of contact between the retailer and the customer to the eventual purchase – now resembles nothing so much as a spiderweb. Customers enter, leave, and re-enter the “journey” from multiple touchpoints, zipping along threads from app to social to in-store to website to AI-driven kiosks and more, with the entire process seamlessly focused on one central goal: an invisible checkout. 

Your payment solution must provide consumers with as many options as possible to make purchases on their terms, whether that’s via mobile wallets, a mobile app, a QR code, traditional credit cards, or more.

Autonomous Retail Is Not Just For Big Players

Once considered a “high-tech” experiment, autonomous retail is the future of retail. 

Amazon’s “Just Walk Out” technology set a new bar for frictionless consumerism. We like to help brands like Nourish + Bloom adopt this high-tech business model and level-up the experience by adding hybrid features like 24/7 availability, a bistro, and robotic delivery to the mix. 

With these solutions, customers scan their phones to walk in, grab their items and walk out (see more on this UST solution here). Customers can also order food from the bistro and pay by scanning a QR code that connects to their digital wallets, or they can pay at vision-checkout kiosks with traditional methods like credit cards and e-wallets. The best part is that they can even have items delivered to the comfort of their own homes with the help of automated robots that interact with customers.

E-Wallets: The Safe & Contactless Way To Shop

Digital wallet usage has skyrocketed. Seventy-one percent of consumers will at least sometimes use a digital wallet instead of entering credit card information directly, according to a 2021 ClearSale consumer behavior study. This is very, very good news for Technology Providers, better known as ISVs. Why? More than 78% of consumers who paid for a recent purchase using a digital wallet say they prefer to shop in unattended environments – making digital wallet users almost four times likelier to choose self-serve contactless options.

Payments Are Complicated... You're Going To Need A Bigger Boat

Although ISVs have expertise in all things software, when it comes to autonomous retail transactions and workflows it’s best to get a payments partner who’s got the knowledge needed to create an all-in-one solution for them and their merchants. 

One of the biggest challenges we see is folks coming to us after being burned by having to deal with multiple integrations, distributors, processors, hardware providers, and payment gateways. The key to building a self-service experience that’s truly remarkable is to get a partner on the payment side that can help you integrate things because payment is a completely different discipline than point-of-sale. You don’t want to be dealing with one payment partner for eCommerce, one for in-store, and another for your unattended or mobile solution.

It's A Big Eco-System

We recommend one relationship with a partner who understands all the different environments in which your merchants operate. One who has experience simplifying complex integrations. They’re there to help you build a superior solution that you can monitor and report on all in one place. Ultimately, you need support in simplifying any implementation and troubleshooting issues so you can focus on growth and running your business.

Build A Self-Service Experience That's Frictionless

ISVs, or Technology Providers, have a unique opportunity to deliver new solutions that help merchants embrace the changing consumer behaviors driving the demand for self-service. 

To help you build out your self-service strategy we went a little deeper with an industry report called: “Self-Serve Experiences Are Driving the Future of Payments” which goes into both unattended and contactless payments solutions that set self-service environments apart.

Read this Report to Discover:
  • Why unattended solutions are now the expectation 
  • Which new types of self-serve solutions are on the horizon
  • Unique ways to engage shoppers and deliver memorable experiences
  • How to integrate these solutions into your existing channel mix

Get To Know Us Better

Worldnet’s GoChip software, paired with Star Micronics’ printing technology makes it easy for merchants to adopt unattended and contactless payments. One of our strengths is listening, which makes relationship-building and partnerships easy. We’ve become the leading integrated payments gateway, specialized in self-service solutions, not just because of our technology, but because we strive to offer the best services and support to our partners.

Our software and APIs allow you to unify your unattended, in-store, online, and mobile payment experiences. Worldnet’s GoChip SDK is EMV certified with major processors and provides Integrated Contactless/NFC and EMV options. The Cardholder-Not-Present suite covers eCommerce, in-app payments, Virtual Terminal, and Tokenization solutions, allowing merchants to accept any payment, anywhere, with all major credit and debit cards, as well as digital wallets.

Let our team of experts make payments their problem, so you can focus on growth.

Guest Post Written By John Clarke, CEO and Co-Founder of Worldnet Payments

A Payments veteran, with over 23 years of experience driving technology innovation in the Payments Industry, John co-founded WorldNet in 2008. He has since achieved many significant firsts in the Payments Industry, including developing the first iPhone Payment App in Europe. At WorldNet, John continues to drive technology innovation in Payment Processing.

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