Communication is key when servicing ATMs

Let me tell you a tale of two ATMs. At the first ATM, I was trying to deposit some cash. Everything about the ATM seemed normal, but when I entered my PIN and navigated to the main screen, I saw the option to deposit was greyed out for cash and was only available for checks.

At the next ATM I visited, I was withdrawing cash, but before I even entered my card, I saw there was a notice on the ATM that that the machine's receipt printer was malfunctioning. I was still able to complete my task as I didn't need a receipt, but I did appreciate the notice. The ATM even directed me to download the mobile app or scan a QR code to find other functional ATMs in my area.

Both ATMs were having service issues of sorts, but only one informed me that there was an issue and gave me other options. The lesson here should be obvious: when it comes to ATM service issues, communication is key.

Like any other machine, especially one that handles cash, technical difficulties are inevitable. But ATM operators can determine whether customers walk away from that experience feeling frustrated and confused or informed.

With the second ATM, one could argue that most people don't want a receipt with their ATM transaction, so there's no point informing the user. But for the customer who does want a receipt, they will be frustrated by the experience and will spend a few awkward moments at the machine, waiting to see if it will deliver a receipt.

With the first ATM, it was difficult to tell if the issue was on my side or the machines. I ended up visiting another ATM from that same branch that had a functioning deposit cash feature, but many customers would have been confused and wondered if there was something wrong with their account.

So how do banks accomplish this higher level of customer service? An obvious solution is to look into monitoring tools for ATMs.

With tools like these, banks and ATM operators can identify if the ATM has issues such as:

• Low on cash.
• Low on certain denominations.
• Has a malfunction with the printer.
• Needs a software update.

In addition, these remote monitoring tools can help with security as well, as many can identify if a criminal is trying to jackpot the ATM or perform other illicit tasks.

When it comes to successful customer service, communication is the most important element, and this applies equally to machines as it does to live representatives.