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How Can AR and VR Help Provide Improved Customer Experiences?

By CIOReview | Monday, January 20, 2020

Customer service is emerging to be more dynamic than it has ever been, and its future seems to be dipped in technological sophistication. It is similar to moving up to a whole new level of creating delightful customer experiences.

Fremont, CA: We exist in a world that is forever changing and evolving, all thanks to technology. Forty years ago, communication was different. To convey a message, one had to pick the phone or write a letter. There was no email, texting, or social media then. In modern times, the way of communicating and sharing information is instantaneous and can become incredibly immersive. Augmented reality (AR) and Virtual reality (VR) are the modern methods of communication, teaching, and learning. VR creates an entirely new reality for the senses with the help of visual headset; on the other hand, AR utilizes technology to enhance how the senses perceive things in the actual world. There are numerous ways in which these two emerging technologies impact customer support.

VR and AR can be used in Training Customer Support Agents:

Top AR/VR Tech Solution CompaniesFor organizations that have various physical products, VR and AR can provide the agents with a way to view a device without the need to locate the real product. For instance, an AR overlay can be utilized on a generic product, and the employees can swipe to check the different versions the product has and, most critically, how they are different from each other. This paves the way for the organizations to load hundreds of physical product variations into an AR or VR software solution for an individual agent to utilize. Currently, working with products and inventory can be high on cost for implementing, but similar to any other technology, it is expected to be more affordable in the future.

Smartphone and Tablet Apps can use AR to Assist Customers:

Components of AR are bundled into an app by some companies for their customers to use while transferring information about issues. For example, the customers can hold a smartphone up to the product that is not functioning correctly, and all parts can be identified in real-time. This allows the customers to know the exact manufacturing details to send precise information to the customer during the initial inquiry, making it time-efficient.

VR and AR will have an impact on customer support as they formulate ways to help customers; not only the agents’ speed up on new technology, but it can be deployed to customers to create better and informative issue requests.

See also: Top Customer Service Solution Companies