3 Ways Utilities Use Kiosks to Improve Customer Convenience
Utilities around the country are using self-service payment kiosks to support their walk-in customers who pay by cash, check, or card. Kiosks improve convenience, enable utilities to own the entire customer experience, and have become a lifeline during the pandemic.
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Provide a free way to pay
Payment kiosks allow utilities to offer low-fee or no-fee payment options to customers paying in person. When utilities outsource walk-in payments to third parties, customers face exorbitant fees, with less information about their account.
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Extend business hours
Customers can safely and securely pay when it’s most convenient for them, even when payment centers are closed. Outdoor walk-up or drive-through kiosks provide 24/7 access, and indoor kiosks can extend access when placed in 24/7 vestibules.
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Reduce lines and foot traffic
Average transaction times on CityBase kiosks are under a minute for cash, check, and card payments. Customers making simple payments prefer to use kiosks, leaving customer service staff more time to spend helping customers who need more support.

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