KVP Group Blog

Benefits of Augmented Reality to Improve CRM

How Augmented Reality Became Popular

AR (Augmented Reality) has taken the world by storm in recent years. With the incorporation of AR into games, applications, and resources, AR is becoming a valuable tool. 

An example of augmented reality is the record-smashing ‘Pokemon-Go’. The game allows you to catch Pokemon characters in real locations. This is possible thanks to the app’s location tracking and mapping technology.

Pokemon-Go has become the favorite of both young and old in Asia and other parts of the world. The game has posed great success and boasted an astonishing revenue of almost $2 billion to date.

Pokemon-Go’s achievement raises questions about the further implementation of AR into our daily lives. More importantly, augmented reality shows potential in improving a business’ CRM.

How Does Augmented Reality Work

Augmented Reality

In 2012, we had a fruitful discussion with our sister company KVP-Solution and a potential customer. We were considering an online fitting of glasses and cloth using AR. Unlike today, augmented reality in businesses has yet to be cost-friendly.

Over time, AR has found a niche in the market. The technology has become affordable and accessible for businesses to us. What was once considered costly in the past, can now be realized.

Augmented reality has been linked to other purposes, such as home décor. The technology lets us display furniture directly into an image of our own home with a phone camera. Therefore, it allows us to ‘see’ the furniture in-situ, see if the color is correct and whether the item fits.

How Does Augmented Reality Improve CRM

Imagine how AR technology could be transferred and utilized in customer relationships. Our latest partner, Canapé, has directly implemented this into their business.

A technician in a workshop can obtain interactive information with a touch of a phone button. Similarly, a customer can access details on car maintenance through their mobile device without having to travel.

Increase Customer Engagement with Augmented Reality

Augmented reality is the future of the customer experience, introducing efficiency across the whole spectrum of CRM. From sales to support, learning to communication, the hyper-realistic and immersive experience AR brings is exciting. 

This exciting new way to support and interact with customers is both efficient and beneficial to all parties. With the ability to transcend the language barriers, AR takes on a whole new meaning of cooperation and collaboration.

Benefits of Augmented Reality to Improve CRM

1. Training Customer Support Agents

For companies whose primary undertaking is selling products, augmented reality will become the next generation of marketing. It helps customer support agents to become agile with their services despite having limited resources.

Additionally, the company representatives can undertake training in their particular fields to actively demonstrate the product. By using AR, customer support agents can show their products without the actual article in place.

2. Assisting Customers with AR Integrated Smartphones and Apps

Companies can collate different parts of augmented reality into an app downloaded by customers. The app acts as a medium for customers to forward information regarding problems they are encountering. Additionally, it reduces the constant toing and froing of issues.

For example, the customer can capture a product defect using their phone camera. Thereby, it transmits the problem immediately to the appropriate team. The real-time aspect of AR allows both customer and company to be in instant communication to achieve a resolution.

3. Increasing Internal Collaboration

Companies today work globally with team members originating from different nations. Due to the language barriers, communication problems may arise, disrupting the team’s cooperation and coordination.

Augmented reality is the perfect tool for this situation. Technology allows us to communicate in different languages. AR illustrates a problem in the virtual world with simultaneous real-time translation of all text into the relevant languages.

4. Supporting Better Facilitation between Customers and Brand

Every business, either large or small, needs to market its services or brand most appropriately. Failing to demonstrate the nature of the product makes growth and expansion a difficult, uphill challenge.  

Augmented reality can break traditional branding methods by creating an enticing and lasting impression on customers. Whether for the latest fashion or plans for a new home, AR has proved time and again it can enhance the customer experience. Giving the customer the ability to visualize a product in a hyper-realistic manner has increased customers and sales figures. 

The Future of Augmented Reality and Customer Experience

We believe that AR is the future of customer service, whether it’s for online shopping, to interactive learning and onboarding. We plan to adapt Interactive customer ‘portals’ such as those delivered by Hubspot and Outgrow.  

Accordingly, we are very pleased to announce our partnership with ‘Insider Navigation Systems GmbH’ and the expansion of their ecosystem into the Asian/Pacific area. With our collaboration, AR is now the reality for your business. Not just within CRM, but also in events, the construction industry, and recruitment/onboarding.

Contact us to learn more about Augmented Reality in Customer Relationship Management.