Why Contactless Is Becoming A Customer Preference
Why Contactless Is Becoming A Requirement & How Its Causing Measurable Changes In Customer Behaviour
Four years ago, Airbnb introduced self check-in and, more importantly, the Self Check-in filter on the listing explorer, transforming the way customers experienced the arrival process overnight. Just a few months later, it was made the only option for a period of 12 months.
What’s followed has been a growing customer preference for interactions at their own pace and on their schedule, and while theirs no exact statistics available for how many listings offer it, over 73% of customers prefer contactless self-service.
In every region where our customers have launched their contactless hiring options, we’ve seen measurable changes in customer behaviour to more away from legacy providers to especially where businesses are highlighting the presence of 24/7 automated pickup and drop-off.
Contactless is also growing for another reason, though, it’s closer to home. In every case, compared to traditional rental models, contactless hire can grow and expand to more locations quickly. This is a factor of both staff requirements and space requirements; contactless hire locations can be as small as a single car park, or a box in the corner of a park or on the edge of a river, or as big as a 40-car lot with extra gate security. This means that contactless hire companies can open new locations without any change in margins and without additional operating costs. This is in contrast to a traditional rental business that would require, at a minimum, a secured lot, an office, toilets and a staff member on duty at any time of pickup & drop-off.
In addition, as peer-to-peer marketplaces introduce self-serve hire options over the coming years, it presents an even more exciting opportunity for businesses focused on growth. Especially as customers begin to expect contactless hire, larger companies will be able to quickly capture more market share due to increased customer trust and a significantly cleaner brand image, along with a smoother customer experience.
Are you interested in making contactless your point of difference? See why Booqyy is the software provider of choice for growing rental providers across 4 continents and get more customers choosing you for more reasons.