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					IKEA makes website available in-store
IKEA Gateshead uses Interactive Customer Service Assistant
on in-store kiosks
Imagine having the product knowledge of             utilize IKEA
every retail store employee at your finger-         UK’s office
tips. Imagine no longer, this has now be-           furnishing ex-
come reality as many retailers turn to prod-        pertise. The
uct information kiosks to supplement busy           kiosks use
sales associate staff.                              KioWare at-
                                                    tract screens
One retailer taking advantage of this trend is      to flash a
IKEA Gateshead in the UK, part of the world-        slideshow of
wide home furnishing retail that operates in        inspirational
44 countries. IKEA Gateshead has decided            images of        The kiosks are also available to dis-
                                                                     abled customers.
to enhance the customer experience by dis-          home furnish-
playing the IKEA UK’s retail website on in-         ings in small
store kiosks placed in an "Internet Café" sce-      business settings, prompting users to press a
nario.                                              key or move the mouse to reach “Anna” and
                                                    the IKEA UK website. When users press a
The kiosks allow customers to browse the            key or move the mouse, IKEA Gateshead has




                                                                                                                KioWare® is a trademark of Analytical Design Solutions, Inc.
IKEA UK website free of charge, closing the         KioWare configured to return to the start
gap between browsing a retail website at            page.
home and accessing the website in-store. If
                                                    The kiosks are also using a feature that al-
customers have a question, they can ask an
                                                    lows managers to easily configure multiple
interactive customer service assistant called
                                                    kiosks with the same KioWare configuration
"Anna". Displayed in an adjacent frame,
                                                    settings. IKEA Gateshead saved the configu-
“Anna” allows customers to receive answers
                                                    ration settings of one machine, exported to
immediately, without the need for human
                                                    an XML file, and stored on a network share to
presence.
                                                    configure multiple kiosks.
In order to secure the
                                                    Placed in a high traffic area of the store, ad-
kiosks, IKEA Gates-
                                                    jacent to the sales floor and restaurant, the
head relies on Kio-
                                                    kiosks are estimated to be available to
Ware kiosk software
                                                    30,000 visitors per week. With this amount
to lock down and al-
                                                    of usage, IKEA UK depends on KioWare’s
low access only to the
                                                    restart on error and start on boot features to
IKEA UK website and
                                                    ensure the kiosks are always running and
“Anna”. IKEA Gates-
                                                    always secure. “We use KioWare as a shell
head needed software
                                                    that is absolutely tamper-proof and reliable.
that would run relia-
                                                    It's great to have features such as restart on
bly during all of its
                                                    error and load at startup that keep our ma-
business hours and
                                                    chines always working and this area looking
not pose a risk to its
                                                    professional,” states Andrew Robinson, IKEA
information systems
                                                    Gateshead Internal and External Marketing.
or corporate network. The kiosks display the IKEA
                        UK website and “Anna”.
KioWare accom-
                                                    In a society evolving towards self-service,
plishes this by acting
                                                                                                                www.kioware.com




                                                    customers now expect to find products in-
as a shell that wraps around the IKEA UK
                                                    store as easily as they can online. Providing
website, preventing users from accessing
                                                    retail store websites in-store is a natural
company sensitive information.
                                                    choice for retailers looking to complement
                                                    existing customer service.
In addition to assisting customer service, the
kiosks focus on how small businesses can
                                                                                     -Stephanie Kropkowski
                                                                                      skropkowski@kioware.com


                                                      Contact us at sales@kioware.com or 717.843.4790