KVP Group Blog

AR (Augmented Reality) and Customer Experience

The Power of Augmented Reality in Customer Experience

Will that new sofa be perfect for your lounge? Will those sunglasses suit your face? With Augmented Reality, you can see what those look like and achieve remarkable customer experience at the same time.

At the touch of a button, Augmented Reality or AR will allow you to ‘see’ the results on-screen. This is done without physically placing them in your room or trying anything on.

These situations are real examples from the companies Ikea and Ray-Ban. Each of these companies show how to utilize AR to improve customer experience.

How Does Augmented Reality Actually Work

AR technology overlays virtual elements onto a physical picture. This allows the user to visualize impacts or enhancements through displays.

Technologies such as HoloLens, Google Glass, or the camera view of a smartphone or tablet can accommodate AR.

Unlike virtual reality, which transforms you into a different scenario, AR relies on beautifully produced virtual elements.

From here, AR creates magical interactions allowing the interweaving of information or designs into a physical reality, thereby allowing analysis of specifics in a situation.

Boost Customer Experience with Augmented Reality

Although AR is a relative newcomer in customer experience, it has been predicted to overtake the use of virtual reality (VR) by 2020. Predictions put VR at $30 billion with AR at $90 billion.

Technological advancements in the use of hands-free AR working now allow the user to work on new processes

As a result, AR highlights problems or irregularities and then to be fixed before implementation through visual models, voice recognition, and real-time communication.

These extras transfer easily to the consumer technician environment with tools such as Service Technician mobile app by SAP providing exactly that.

The adage of ‘the customer is always right’ holds these days, and satisfactory customer experience is key in providing that. Therefore, VR and AR’s integration is at the forefront of the Omnichannel customer experience.

Cooperation between communication channels allows the customer to add items to their shopping cart in VR.

Additionally, this cooperation lets us visualize items in-situ, implement changes or solutions, all from their smartphone or tablet.

The Salesforce Customer Success Platform is one such omnichannel allowing businesses to redefine customer experience across all channels.

Our Final Remark

Ultimately commercial AR is about integrating technologies to be easier, convenient, and fun for the customer. No-one suggests that we should now live in a world of digital replicas.

However, we can utilize digitalization to transform customers’ experience into a specific and tangible adventure.

Contact us to learn more about Augmented Reality in Customer Experience.