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Virtual Reality As the Future of Customer Service

By Contributing Writer
August 31, 2022



For businesses, VR offers a variety of benefits. It offers an immersive experience that creates a deep emotional connection with users. This emotional connection is a powerful asset because it leads to repeat purchases and brand loyalty. Second, VR allows businesses to create a personalized experience for customers. This way, customers can fully engage with the brand, and it helps them feel more connected with the product.

Latest trends in customer service

Customer service is a dynamically evolving area. However, despite the advancing trends, mostly related to the development of new digital technologies, the goal of this service remains the same - to satisfy the customer's wishes and needs to the maximum. This principle is also fully valid for the online environment, where customer service is becoming increasingly focused due to the coronavirus crisis.

The trend of leaving simple and common problems to programmed chatbots (AI) and automated voice response (IVR) has been gaining ground in customer service for several years. The level of this type of support is constantly moving forward. This is evidenced, for example, by Drift's research from last year, which found that just under 13 percent of respondents who had met the technology in the last year were dissatisfied with the chatbot service.

Chatbots and IVR systems are able to interact with customers more and more naturally, and they are solving simple or even typical requests more and more efficiently. Automation can reduce the burden on operators, who can focus on solving problems that are more complex. At the same time, however, it is important to leave the client with the alternative of a personal connection to a company operator.

VR can help improve customer service

While virtual reality (VR) is still in its infancy, it is rapidly becoming a viable medium for connecting humans to the real world through computer screens. This technology is also rapidly reducing in price as more consumers adopt it. For this reason, VR is an exciting opportunity for companies to improve their customer service. Whether you are in the retail or hospitality industry, VR can help you offer a better customer experience.

Many leading retail brands have embraced VR to create a more immersive experience and drive conversions. IKEA, for example, has created a virtual reality (VR) kitchen experience to let prospective customers explore different kitchen designs and fixtures before making a purchase.

Customer service has come a long way from the days of phone conversations and chatbots, and virtual reality offers a completely new dimension. Not only does VR make it possible for customers to interact with a customer in real-time, but it also allows reps to offer more personalized service. There are some issues with virtual reality, however, including privacy and personal security concerns. However, the potential for VR to revolutionize customer service is immense.

VR is already helping customer service representatives improve their skills. For instance, the technology allows customer service reps to practice body language and handle unhappy customers before they have to face the real thing.

VR helps businesses offer customer experiences in the metaverse

The Metaverse is a computer-generated 3D virtual environment accessible via the Internet that contains and connects various virtual worlds. It is always online and can be navigated through an avatar, a kind of symbol representing your identity.

The metaverse allows brands to build upon their existing customer base and reach new ones. Customers now expect a seamless experience across different channels, including retail and social media. VR offers the opportunity to provide a personalized experience that is faster and easier to complete than ever before. For example, the first online casinos are already existing in the metaverse. Now you can easily play roulette just like in Las Vegas, but sitting in your living room.

Companies can also create virtual events that engage their customers and employees in a collaborative environment. By providing a 3D experience, these virtual events can allow remote employees to collaborate with colleagues in the same space. Additionally, virtual reality can make remote employees feel less alienated and more productive. As a result, many companies are investing in virtual reality (VR) technology, including Facebook and Microsoft, which are attempting to build the first metaverse.

In Conclusion

The benefits of VR for customer service are clear, and they are likely to revolutionize the way we buy products and handle troubleshooting. While chatbots and AI-avatars have increased accessibility to customer support, virtual reality is more powerful and allows customers to see the real-world experiences of customer service representatives. VR may also eliminate the need to return products. Its use in customer service may be a boon to businesses that have trouble retaining or acquiring customers.

Despite the many advantages of virtual reality, there are some limitations, including the cost. Although VR may eventually become standard in customer service, it is a long way away from being widely adopted. The best use of virtual reality in customer service is to help customers examine products before they buy them. The technology can help agents walk customers through the purchasing process, or even allow customers to sit inside a product.



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