KIOSK TRAINING
You can face 3 types of Kiosk
K1
Not all of our customers have kiosks at their facilities. It is important to know how to determine which facility has a kiosk and which does not.
K2
0%
LET'S LEARN HOW TO HANDLE WITH THESE CALLS!
At the end of this training you will:
- Assist prospects in renting units via the kiosk
- Assist existing tenants via the kiosk
- Complete a pre-existing reservation via the kiosk
- Submit technical support tickets via LiveAgent!
See the Same Screen
Let's see how the main menu looks like...
Once connected in ICU, you will be directed to whichever screen the customer sees.
If the caller has not yet begun a process on the kiosk, you will see a lock screen.
Next
NEW PROSPECT
When a prospect is looking for a space, he will have some options:
Space Estimator: Helps the prospect determine the size he/she would need.
Facility Information: Prospect can view information about the facility like contact info and a map if one was uploaded by the manager.
Rent a Space: To continue with the rental process, the prospect must click this button.
CONTACT INFORMATION
AVAILABLE UNITS
PHOTOGRAPH RECOGNITION
RENT
LEASE AGREEMENT
CORRECT UNIT SIZE
a unit
SIGNATURE
LOCKS AND INSURANCE
PAYMENT BREAKDOWN
fingerprint scanner
SIGNATURE
NEXT
EXISTING TENANT
Kiosks are able to assist customers with:
- Viewing their gate codes
- Modifying some information on their accounts
- Rent an additional storage unit attached to their account
- Set up auto-pay
- View a map of some properties.
Next
Black Screen Tech Issues
You may have connectivity issues which cause you to be unable to see what screen caller sees. Instead you may see a black screen with Live Megan’s face. In this case, you will need to ask “What do you see on your screen now?”. This is to help direct the caller take the correct action on each screen.
Whenever you receive this or other technical issues with the kiosk create a tech support ticket. This is located on the LiveAgent “Close” screen beneath the call classification drop down. This will open the “Tech Support” checkbox for you to type notes in. Your call note and the tech note will be two separate notes. Make sure you send the right note to the right place
*You have been provided the ICU Black Screen Guide to assist in these cirmumstances.
2-Way Video/LiveAgent! ICU
K2 kiosks now have the ability to interact with a storage counselor via 2-way
video. This feature is built into all K2 kiosks and will eventually be made
available to K3 in the near future. The following slides document workflow
with screen captures and functionality.
NEXT
Next
LET'S REVIEW SOME EXAMPLE OF KIOSKS CALLS
New Tenant – Contact Information
Next the prospect will input their contact and identification information to complete the rental.
Note: The prospect is only required to complete fields containing an *.
New Tenant - Signature
If the signature field not working ask the tenant to try the signature again while using another finger to hold the field (this will sometimes cause the field to recognize they are writing in it)
If this troubleshooting step does not work, the kiosk should bypass this screen after about 10-20 seconds.
After the signature screen tenant will select the method of payment will use.
New Tenant - Signature
All kiosks will have a signature screen where a customer is required to sign with their finger. If the tenant has difficulties consider:
The customer might try to make their signature perfect – it won’t be. It will always look sloppy!
The customer presses “Clear” instead of “Continue”
The signature field isn’t working.
The LiveAgent! application will pop as normal, but you will have an additional button showing an "eye".
New Tenant - Lease Agreement
Advise the customer to review the lease and then click on the “I Agree” arrow in order to proceed.
Let the tenant know we are able to email them a copy of the lease.
Some kiosks can even print them out!
Minimizing
2-Way on Kiosk
- After shrinking the 2-way interaction screen, it hovers over the page so the caller can use kiosk functions
- Only the Storage Counselor is shown in this view
- The 2-way screen is movable and can be placed in any area of the screen by touching and dragging to location of choice at any timeduring the call
- The LiveAgent! application will pop as normal, but you will have an
- additional button that will launch 2-Way Video
- Click on the video icon first thing
- This will automatically populate the 2-Way in another window
When Video feature is launched
- A new window pops for video
- A message appears and informs the Storage Counselor that the video session will begin
- The timer counts down for 3 seconds and will then start the 2-way interaction with the kiosk user
- Move this screen to your secondary monitor (if applicable) to work within LiveAgent!
New Tenant - Photograph Recognition Option
Most kiosks require a photograph of the new tenant.
During the rental process a photograph screen will appear. The kiosk will automatically count down from 3 and take a photo.
The prospect will be given the option to retake the photo by selecting “Try Again”.
Note: Just like the fingerprint scanner, this process will skip to the next screen if there are any errors with the camera.
New Tenant – Locks and Insurance
Kiosks often also have locks for tenants to purchase.
Unless the facility requires purchase, a prospect can skip the lock purchase piece by clicking the “None” button.
The screen will then prompt the prospect to answer questions regarding insurance.
- Provide own insurance
- Decline insurance
- Carry insurance through facility (some facilities require this option)
How Disconnection Occurs
When you close the video window, the 2-way video session will end, but the voice session will remain active.
Storage Counselor can click the video button again to start another 2-way video session with Kiosk user while still maintaining the voice session
If the Kiosk user clicks the disconnect button, this will end the 2-way video and voice session with the Storage Counselor
When the call is over, Storage Counselor will need to close ICU Kiosk screen window, 2-way video window, and process and close the call in LiveAgent!
If the customer has simply forgotten his/her gate code, instruct them to click the button on the bottom-left of the kiosk. They will follow on-screen instructions to send it to the email address or phone number on file.
No other phone number or email address will be accepted.
New Prospect – Space Options
After the prospect selects the “Rent a Space” option, it will direct them to select the type of space to rent including:
- Standard Storage
- Climate Controlled
- Parking/RV spaces
Note: (Specials may be displayed on this screen, but details about the specials will be on the next screen)
Storage Counselor is Connected
- The video screen will show both: the Storage Counselor and the Kiosk user
- The Storage Counselor will appear in the smaller window and the Kiosk user will appear in the larger window in SC's view, and the larger image will be the Storage Counselor in the Kiosk user's view
User View of 2-Way Interaction Screen
- The large image is of the Storage Counselor
- The small image is of the Kiosk User
- There is a minimize function in the lower left hand corner which allows the screen to shrink and provide visibility to the INSOMNIAC application
New Tenant – Available Units
Once a prospect has selected their desired unit size, a list of available unit numbers will populate.
We are not permitted to rent out any unit that is not listed on the kiosk.
If the prospect has specific request, they will have to speak to the facility manager.
New Tenant – Payment Breakdown
Next is the payment breakdown screen
The prospect will view the detailed breakdown of what is due before moving into the space.
They must provide the full amount to move in.
They will not be able to do a partial payment or save their progress on the kiosk and continue later.
New Tenant - Fingerprint Scanner Option
A demonstration video is available for kiosks that include fingerprint scanner capability.
If the prospect has difficulty with this option, instruct them to place their right index finger on the covered pad to the right and above the keyboard on the kiosk. Note: If the fingerprint scanner is not working for some reason wait 10 seconds and it will automatically proceed.
TAKING CONTROL OF THE KIOSK
• Click on the ICU Eye to pull up the Kiosk screen
New Tenant – Choose Correct Unit Size
The kiosk will only display available units.
If a particular size is no longer available, it will not appear. Units are typically listed from smallest to largest. If you cannot find the desired size use the down arrow so that you can scroll further down the list.
KIOSK TRAINING
Kimberly Chang
Created on November 20, 2023
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Transcript
KIOSK TRAINING
You can face 3 types of Kiosk
K1
Not all of our customers have kiosks at their facilities. It is important to know how to determine which facility has a kiosk and which does not.
K2
0%
LET'S LEARN HOW TO HANDLE WITH THESE CALLS!
At the end of this training you will:
See the Same Screen
Let's see how the main menu looks like...
Once connected in ICU, you will be directed to whichever screen the customer sees. If the caller has not yet begun a process on the kiosk, you will see a lock screen.
Next
NEW PROSPECT
When a prospect is looking for a space, he will have some options:
Space Estimator: Helps the prospect determine the size he/she would need.
Facility Information: Prospect can view information about the facility like contact info and a map if one was uploaded by the manager.
Rent a Space: To continue with the rental process, the prospect must click this button.
CONTACT INFORMATION
AVAILABLE UNITS
PHOTOGRAPH RECOGNITION
RENT
LEASE AGREEMENT
CORRECT UNIT SIZE
a unit
SIGNATURE
LOCKS AND INSURANCE
PAYMENT BREAKDOWN
fingerprint scanner
SIGNATURE
NEXT
EXISTING TENANT
Kiosks are able to assist customers with:
Next
Black Screen Tech Issues
You may have connectivity issues which cause you to be unable to see what screen caller sees. Instead you may see a black screen with Live Megan’s face. In this case, you will need to ask “What do you see on your screen now?”. This is to help direct the caller take the correct action on each screen.
Whenever you receive this or other technical issues with the kiosk create a tech support ticket. This is located on the LiveAgent “Close” screen beneath the call classification drop down. This will open the “Tech Support” checkbox for you to type notes in. Your call note and the tech note will be two separate notes. Make sure you send the right note to the right place
*You have been provided the ICU Black Screen Guide to assist in these cirmumstances.
2-Way Video/LiveAgent! ICU
K2 kiosks now have the ability to interact with a storage counselor via 2-way video. This feature is built into all K2 kiosks and will eventually be made available to K3 in the near future. The following slides document workflow with screen captures and functionality.
NEXT
Next
LET'S REVIEW SOME EXAMPLE OF KIOSKS CALLS
New Tenant – Contact Information
Next the prospect will input their contact and identification information to complete the rental. Note: The prospect is only required to complete fields containing an *.
New Tenant - Signature
If the signature field not working ask the tenant to try the signature again while using another finger to hold the field (this will sometimes cause the field to recognize they are writing in it) If this troubleshooting step does not work, the kiosk should bypass this screen after about 10-20 seconds. After the signature screen tenant will select the method of payment will use.
New Tenant - Signature
All kiosks will have a signature screen where a customer is required to sign with their finger. If the tenant has difficulties consider: The customer might try to make their signature perfect – it won’t be. It will always look sloppy! The customer presses “Clear” instead of “Continue” The signature field isn’t working.
The LiveAgent! application will pop as normal, but you will have an additional button showing an "eye".
New Tenant - Lease Agreement
Advise the customer to review the lease and then click on the “I Agree” arrow in order to proceed. Let the tenant know we are able to email them a copy of the lease. Some kiosks can even print them out!
Minimizing 2-Way on Kiosk
When Video feature is launched
New Tenant - Photograph Recognition Option
Most kiosks require a photograph of the new tenant. During the rental process a photograph screen will appear. The kiosk will automatically count down from 3 and take a photo. The prospect will be given the option to retake the photo by selecting “Try Again”. Note: Just like the fingerprint scanner, this process will skip to the next screen if there are any errors with the camera.
New Tenant – Locks and Insurance
Kiosks often also have locks for tenants to purchase. Unless the facility requires purchase, a prospect can skip the lock purchase piece by clicking the “None” button. The screen will then prompt the prospect to answer questions regarding insurance.
How Disconnection Occurs
When you close the video window, the 2-way video session will end, but the voice session will remain active.
Storage Counselor can click the video button again to start another 2-way video session with Kiosk user while still maintaining the voice session
If the Kiosk user clicks the disconnect button, this will end the 2-way video and voice session with the Storage Counselor
When the call is over, Storage Counselor will need to close ICU Kiosk screen window, 2-way video window, and process and close the call in LiveAgent!
If the customer has simply forgotten his/her gate code, instruct them to click the button on the bottom-left of the kiosk. They will follow on-screen instructions to send it to the email address or phone number on file.
No other phone number or email address will be accepted.
New Prospect – Space Options
After the prospect selects the “Rent a Space” option, it will direct them to select the type of space to rent including:
Note: (Specials may be displayed on this screen, but details about the specials will be on the next screen)
Storage Counselor is Connected
User View of 2-Way Interaction Screen
New Tenant – Available Units
Once a prospect has selected their desired unit size, a list of available unit numbers will populate. We are not permitted to rent out any unit that is not listed on the kiosk. If the prospect has specific request, they will have to speak to the facility manager.
New Tenant – Payment Breakdown
Next is the payment breakdown screen The prospect will view the detailed breakdown of what is due before moving into the space. They must provide the full amount to move in. They will not be able to do a partial payment or save their progress on the kiosk and continue later.
New Tenant - Fingerprint Scanner Option
A demonstration video is available for kiosks that include fingerprint scanner capability. If the prospect has difficulty with this option, instruct them to place their right index finger on the covered pad to the right and above the keyboard on the kiosk. Note: If the fingerprint scanner is not working for some reason wait 10 seconds and it will automatically proceed.
TAKING CONTROL OF THE KIOSK
• Click on the ICU Eye to pull up the Kiosk screen
New Tenant – Choose Correct Unit Size
The kiosk will only display available units. If a particular size is no longer available, it will not appear. Units are typically listed from smallest to largest. If you cannot find the desired size use the down arrow so that you can scroll further down the list.