Why pharmaceutical retail loses customers at the entrance to the sales floor?
A pharmacy customer often comes for a specific medication, but on the way they need a hint: is there a cheaper analogue, how to take it, what to do if the required item is out of stock. If there is no answer — they take out their phone and order from an online pharmacy.
That is how pharmacies lose customers every day: people leave from the very shelf where they could have bought right now if they had received quick advice on the spot.
For pharmaceutical retail, this means a lower average transaction value and lost revenue.
Without a virtual concierge for the pharmacy, the sales floor remains "silent": the customer searches for the right category alone, hesitates in their choice, while the pharmacist is busy with the queue at the cash desk.
Online pharmacies exploit this — they offer instant search, price comparison and delivery, pulling in those who did not wait for help.
An interactive kiosk in the pharmacy closes this gap. It works as a personal assistant in the sales floor: the customer enters the name of a medication, sees warehouse availability, explores analogues, dosages and contraindications — without waiting in line.
The seller field fewer routine questions, and the customer stays in the store and makes a purchase here and now. This is not just technology — it is a tool for retaining customers and growing sales from every counter.
We help pharmaceutical companies and pharmacy chains turn the entrance to the sales floor from a place of doubt into a point of quick help. The virtual concierge for pharmacies answers customer questions, suggests a solution and reduces the shift to online channels.
As a result, you retain the customer, increase the average transaction value and gain an edge over digital competitors — without expanding staff or restructuring business processes.
What does an interactive kiosk give the pharmacy and customers?
An interactive kiosk for pharmacies is a digital assistant that connects the customer and the pharmacist. A visitor enters the sales floor and does not always know where the required medication is or whether it is in stock.
The virtual concierge in the pharmacy prompts in seconds: it finds the product, shows it on the sales floor map, informs about analogues and promotions. The person makes a decision faster and depends less on the queue.
For the pharmacy, this is a direct path to increasing the average transaction value without aggressive selling.
While the pharmacist works with visitors at the counter, the kiosk offers complementary products: vitamins with antiviral medications, sorbents with allergy medications.
Recommendations are based on real demand and the current assortment, so the customer perceives them as care, not pressure. The pharmacy gets additional items in the basket and an understanding of which product groups are most often bought together.
The issue of pharmacy customer loyalty is addressed separately. Through the kiosk, customers can get a loyalty card, check bonuses, and sign up for a health program. This turns a one-off visit into a regular one: the customer returns to accumulate points and use personal offers.
The concierge also relieves the front-desk pharmacist — they spend less time on simple queries and more on consultations for which the visitor is willing to come back.
Example for the Vita chain
One of our projects was launched for the pharmacy chain Vita. The virtual concierge took over navigation around the sales floor, selection of analogues and reminders about current promotions.
The chain saw not only an increase in the average transaction value, but also a reduction in the burden on pharmacists during peak hours. A telling result — the repeat purchase of kiosks for new locations and expanded functionality for partner special offers.
Interactive kiosks pay for themselves through a combination of factors: more sales per square meter, higher purchase regularity and less staff time on routine questions.
This is a working tool that quickly integrates into pharmacy processes and only requires connection to the current assortment and promotions.
Kiosk formats for pharmaceutical companies and pharmacy chains
Pharmacy chains and pharmaceutical companies need visitors to quickly find a product, receive competent advice and not waste time on simple questions.
One kiosk solves different tasks: helps navigate the assortment, introduces medications or schedules an appointment with a pharmacist. Below are three formats for typical scenarios.
| Format | For whom | What it gives the customer |
|---|---|---|
| Virtual concierge | Pharmacies with high traffic | Helps find a product, see analogues and send a request to a pharmacist |
| Information kiosk | Pharmaceutical companies | Tells about the medication at the point of sale without staff involvement |
| Appointment terminal for pharmacist | Pharmacies with consultation zones | The client chooses a time themselves, reducing the queue at the counter |
The virtual concierge is valuable where a visitor comes not for a specific medication but for advice. The person enters a symptom — the kiosk shows options and availability. Staff are less distracted by repetitive questions and pay more attention to live consultations.
An information kiosk for a pharmacy chain is an instrument for informing and increasing sales. The manufacturer gets a "shelf" with medication data in the sales floor: the customer studies the information without rushing and more often makes a choice.
The appointment terminal takes service to a new level: the client plans the visit themselves, and the administrator sees the workload of specialists.
We select the configuration for the specific point's tasks and, when necessary, combine scenarios in one device. The result — fewer queues, more satisfied visitors and clear navigation.
How a kiosk deployment project runs: stages and control
Deploying a kiosk in a pharmacy is not a one-time installation but a structured process in which you remain the main decision-maker.
We take on the entire technical side and regularly show intermediate results, so you always know what stage the project is at and what you will receive at the end. Below is the typical path that dozens of pharmacy chains have already taken.
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Brief and task immersion. We ask questions about your visitors, assortment and goals: reduce the queue, increase sales of complementary products or relieve staff. The outcome — an understanding of what functionality your chain needs.
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Project plan and timeline. We set stages, dates and responsible people: who approves the mockups, when development starts, when testing happens. You get a transparent schedule with no surprises.
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Mockup and scenario approval. We show how the kiosk screen will look and what actions a visitor will be able to take. You approve the design, texts and logic — everything before launch, without "live" edits.
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Development and setup. We configure the system to your assortment, integrations with the accounting system and product display rules. You see intermediate versions and make adjustments — we do not "disappear for a month".
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Testing on real scenarios. We check how the kiosk behaves under peak loads and when the visitor makes errors. We fix everything before the device reaches the sales floor.
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Launch and staff training. We install the equipment, set up the connection and conduct a short briefing for pharmacists: what to do in case of malfunctions and how to use the kiosk to increase the average transaction value.
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Support and development. After launch, you are not left alone with the device. We monitor stability, update content and add new functions when your chain's tasks change.
This sequence guarantees that the kiosk starts delivering value immediately, not after months of iterations. You control every stage, we are responsible for the result — from the first brief to regular operation in your pharmacy.
What is included in a turnkey interactive kiosk delivery
Ordering a turnkey interactive kiosk, you receive a ready-made pharmacy solution with installation, content and warranty service. We cover the entire cycle — from equipment selection to support. Below is the delivery composition and what each element gives your business.
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Stand and equipment — a housing for your format: a free-standing kiosk in the lobby or a compact console at the checkout. The equipment is designed for long-term operation on the sales floor and withstands daily load.
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Kiosk software — an intuitive interface with medication search, availability check, promotions and a pharmacy map. The visitor understands it without staff help, and content is changed through a simple admin panel.
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Content loading — a medication catalog, reference materials and tips adapted to customer requests. The visitor finds what they need in a couple of screen touches, and the pharmacist is relieved of repetitive questions.
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Installation and setup in the pharmacy — mounting, connection and verification of all scenarios on site. The staff receives a short guide, administrators get access to content management and interaction statistics.
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Maintenance of kiosks in the pharmacy — warranty support: remote diagnostics, engineer visits, replacement of components, software updates. The equipment does not sit idle: faults are resolved within agreed timeframes.
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Training and documentation — instructions for pharmacists and administrators: switching on, changing content, daily checks. Plus operational documentation for your technical department.
Case study: how the Vita pharmacy chain paid back its kiosk in 4 months
For the pharmacy chain Vita, the task was to relieve the front-desk pharmacists during peak hours and increase the average transaction value.
Customers came for one medication and often forgot about complementary vitamins and care products — pharmacists physically did not have time to consult everyone.
We proposed an interactive kiosk that works as a virtual concierge: it points out where the required product is, answers frequent questions and shows current promotions.
What was implemented
The kiosk was installed in the waiting area near the prescription counter. Visitors choose the category they are interested in — vitamins, care, children's line. The screen shows product cards with prices and discounts, and if necessary — a route to the shelf.
If the product is not in stock, the kiosk offers to reserve it or place an order through an operator.
Results for the chain
In the first 4 months, the kiosk paid for itself through increased sales of complementary products.
The average transaction value in the "care and vitamins" segment grew by almost a quarter, and the conversion from visitor to buyer increased noticeably: every tenth guest who used the kiosk added something to their purchase that they had not planned to take.
At the same time, pharmacists freed up to an hour of time per shift — the kiosk takes over the same type of questions "where does it lie?" and "what is on discount?", so the front-desk pharmacists focus on complex consultations and prescription medications.
After the trial period, the Vita chain ordered kiosks for two more locations — and that is the best indicator that the project brings measurable benefit both to the business and to visitors.
How to choose a kiosk format for your pharmacy's task?
Choosing a kiosk for a pharmacy often comes down to comparing the housing and screen size, but the right approach is to start from the task.
The same interactive kiosk can be a reference guide, a virtual concierge or an upselling tool — the question is which scenario will pay off in your location.
So first, the goal is formulated: reduce the burden on front-desk pharmacists, increase the average transaction value, improve service awareness or build a customer base for repeat promotions.
For a pharmacy with high traffic in a passing location, a compact touchscreen consultation works: the visitor checks availability, learns about analogues and leaves a request.
For a pharmacy salon with high-margin products — an interactive display that demonstrates the composition, features and benefits of purchase while the person stands near the shelf.
And for a chain where standardizing service across locations is important, a unified scenario on all kiosks with content updates from one window is more convenient.
The key criterion is who will use the screen and when. If it is a queue, the content must be short and fast; if pharmacists — the interface is configured for the staff member: search by name, stock balances, reference information. A universal option is dual-mode operation, but it requires some fine-tuning to your processes.
Therefore, we do not sell "hardware from a catalog" but select an interactive kiosk to fit the pharmacy format: we analyze the location, traffic, typical requests and staff tasks.
We advise which kiosk to buy for a pharmacy so that it solves a specific problem rather than becoming just a screen on a stand.
Over 10 years, we have launched dozens of such projects for pharmacy chains and pharma companies, so we know where a compact reference terminal is needed and where a full-fledged virtual concierge is.
After the brief, you receive a recommendation with the format, interaction scenario and expected effect — all that remains is to approve the mockup and launch the solution. Leave a request, and we will help you choose a kiosk for your pharmacy based on your real tasks.
Common concerns: kiosk operation without internet and malfunctions
When implementing a kiosk in a pharmacy, managers ask about three things: internet outages, unexpected failures and information updates. We have accounted for each of these risks in the architecture, so we share answers to the main concerns.
How does the kiosk work without internet?
All navigation and reference information is stored in the kiosk memory. A network outage will not stop the service: the visitor will get the floor plan, product information and a route. When the connection returns, data syncs automatically.
What to do if the kiosk breaks during working hours?
A monitoring system tracks the device status: on failure we receive a signal and run remote diagnostics. In most cases, the issue is resolved remotely in minutes, and if necessary, the device is replaced promptly.
How do product prices get updated?
Centrally and without staff involvement: you change prices in the accounting system, and the kiosk picks up the changes through a secure channel within a couple of minutes. The visitor always sees current information, and the pharmacist is not distracted by updates.
What happens with a non-standard question?
Such questions are automatically redirected to a live consultant. The kiosk records the dialogue and shows the employee what the customer needs.
At the same time, the question goes into analytics — you understand which topics most often concern visitors and expand the knowledge base.
Risks that seem frightening are in practice covered by proven scenarios and constant support. We take on technical support, so the kiosk in your pharmacy works stably and predictably — even during peak hours.Get a calculation for an interactive kiosk for your chain
Leave a request — and we will prepare a calculation for an interactive kiosk for your chain, taking into account the number of locations, traffic and your business objectives.
This is not an abstract presentation but a concrete plan that can be immediately built into your budget and moved into production.
Over 10 years of working with pharmaceutical companies, we have collected scenarios that genuinely increase sales and reduce the burden on front-desk pharmacists.
To calculate a kiosk for a pharmacy, we just need to understand what you want to automate: medication selection, availability information, loyalty program or navigation around the sales floor.
Then we will prepare a pharmacy chain kiosk project that takes into account your specifics — from regulatory requirements to integration with the accounting system.
After your inquiry, you will receive:
- a cost calculation for your chain — no hidden extra charges or "brand" markups;
- kiosk operating scenarios for your tasks: visitor consultation, self-service ordering, prescriptions, promotions;
- a payback estimate and revenue growth forecast for each location;
- an equipment placement plan taking into account floor area and visitor flow;
- recommendations for support and content updates — you will not be left alone with the device;
- development and launch timelines for the first location, then the entire chain.
To order an interactive kiosk, fill out the form on the website or call us. We will call you back within one business day, clarify the details and prepare an individual offer.
our team works remotely across the entire country, so you receive your calculation and support regardless of our office location.
Do not put it off: the sooner you launch a kiosk in one pharmacy and test the scenario, the faster you scale it to the entire chain. Leave a request — and we will take the first step toward automating your sales.