The future of interactive customer service
Imagine calling customer service to solve an urgent problem with your laptop. Instead of following endless verbal instructions, a visual world opens up before you – thanks to augmented reality (AR). This visionary technology has the potential to revolutionise customer service. It transforms the traditional support experience into an interactive one. In this article, we look at how AR is transforming the customer service industry and ushering in an era of efficient and interactive customer service.
Augmented Reality (AR) is the visual presentation of information, i.e. the addition of computer-generated additional information or virtual objects to images or videos by means of superimposition or overlay. Augmented reality extends our real world by adding digital elements from the virtual plane that we can perceive visually or through other senses. Known in the jargon as “augmented” or “enriched” reality, AR allows useful information to be superimposed on our environment, for example through glasses or screens. A well-known example is Pokémon Go, which in 2016 used AR to project virtual creatures into the real world. Today, AR has many applications in customer service, from visually assisting with repairs to explaining complex products.
Customer service is the lifeblood of many businesses, especially those providing technology-based services. Not only can excellent customer service drive sales, but it can also have a lasting impact on a company’s reputation. But poor customer service can come at a huge cost – $83 billion in the US alone, according to a 2018 study¹. In addition, two-thirds of customers have stopped doing business with a company due to poor support.
Customer satisfaction is one of the most important metrics in companies, but customer service requirements are changing rapidly. Find out more now!
AR offers innovative solutions for the weak points in customer service. The technology can transform the room into a virtual workshop, creating more efficient, cost-saving remote support options. Support agents can interact visually and communicate complex instructions visually, leading to faster resolutions and personalised customer care. The barriers of voice commands can be overcome as AR can visually convey complex information.
AR is a valuable tool not only for customers, but also for technicians. Field service technicians can use AR-based displays to carry out repairs and exchange information with colleagues. Support agents can provide visual support as if they were on site. This leads to more efficient collaboration, faster problem solving and ultimately greater customer satisfaction.
In addition to improved customer interaction, augmented reality (AR) also offers immediate environmentally friendly benefits. The implementation of remote support via AR not only reduces the need for actual travelling and therefore travel expenses, but also has a positive impact on reducing CO2 emissions. This eco-friendly component not only makes AR a tool for increasing customer satisfaction, but also communicates a company's commitment to sustainability. This responsible behaviour enables companies to both meet the individual needs of their customers and contribute to the preservation of our environment.
There are many ways in which AR can be used in customer service:
This rapid development of technologies does not stop at customer service. The emergence of the metaverse - an augmented virtual reality in which users can interact with each other - opens up completely new possibilities for customer service. Intelligent AI systems can provide customers with precise assistance and make personalised recommendations. The integration of Metaverse and AI enables an even deeper connection and more personalised support, taking customer service to an even higher level.
Augmented reality has the potential to revolutionise customer service and pave the way for personalised, efficient and sustainable customer interactions. By visualising complex information and promoting remote assistance, AR is becoming an indispensable tool for companies that want to increase customer satisfaction and efficiency. The future of customer service is digital, visual and supported by AR. With the advent of the metaverse and the ongoing integration of AI, this future is becoming even more exciting and promising.
