KVP Group Blog

VR and AR Impact Customer Support

How do you think VR and AR can benefit customer support? Before we touch on that, let’s touch on the past briefly.

In the age of instantaneous and immersive communication technologies, it is hard to believe that it was only 20 years ago that the Nokia 3310 was introduced. Those born since the closing years of the 20th century are surprised that pre-2000, there was neither email nor social media.

Fast forward to today, we have virtual reality (VR) and augmented reality (AR), the latest modern technologies for communicating, teaching, and learning.

In short, VR creates a digital reality, usually used via a visual headset, and immerses you into a new environment. Meanwhile, AR is an interactive real-world environment that we can view using computer-generated products.

Examples of VR and AR in Customer Support

Many companies have a huge catalog of products. Imagine your customer support agent showing your customers your range of products without the physical item in hand.

By loading the generic products into the system and creating AR overlays with the product variations, for example, color, accessories, etc., your agent has everything needed at the touch of a button and the swipe of a screen.

With the appropriate training in VR and AR, your agents will become proficient in showing customers generic products and their variations without the need to provide physical products until chosen.

When these technologies were first on the market, they were expensive. However, like most things, they are now more cost-effective.

Mobile-Friendly Apps

Smartphone and tablet apps using AR can assist customers. Many companies now create a customer-friendly app that brings together AR components that is useful for communication regarding problems and issues.

For example, they can hold their smartphone up to the malfunctioning item, and all of its parts will be displayed in real-time. This allows the customer to identify the defective part’s name and component number correctly.

This precision enables a customer to send the agent precise details, thereby eradicating the need for constant toing and froing and resolving issues in a satisfactory and timely manner.

Benefits of VR and AR in Customer Support

VR and AR support is cost-effective and aids in inter-personnel communication. This is particularly useful in companies with global locations and language barrier difficulties.

An agent in Thailand, for example, can visit a construction site and take a VR photo. They can then take notes of possible complications and, using generic labels, indicate areas of concern.

Then, in real-time, and because we can translate all labels in a VR solution, the expert in that field, for example, in Germany, can understand the original agent’s communication.

With AI translation, live chat or video chat can also aid in global communication. The expert can then respond using their own labels to alleviate the problem. Eventually, they can help their colleague halfway around the world.

This may seem like science fiction, but this is how companies will be working in the future. This solution is cost-effective and less time-consuming whilst maintaining translation accuracy.

In Conclusion

In conclusion. VR and AR in enhancing customer experience and support are the future.

Whether used by customer support agents in remaining up-to-date on new topics or products or being used by customers for precise and informative issue requests, the impact and benefits are phenomenal.

Communication will take on a whole new meaning with the integration of language and cultural barriers. Therefore, making global cooperation becoming easier.

This will not happen overnight. However, it is the future of customer relationships.

Contact us to learn more about VR and AR in customer support.