What is Augmented Reality (AR)?
AR is a technology that involves the integration of real-world and computer-generated scenes. The technology enhances the user’s experience by utilizing physical objects or locations to display virtual content. AR can be accessed through a smartphone, tablet, or specialized AR headset.AR is revolutionizing customer service by providing new and innovative ways to assist customers. Companies are using AR technology to provide customers with a dynamic and engaging experience. Customers can browse and explore products using augmented reality to get a sense of how products would look in real life. For example, Ikea uses AR technology to show how their furniture would look in the customer’s home. This allows customers to have a clear idea of how a product would fit into their home before making a purchase.Moreover, AR technology is being used to improve the in-store shopping experience. Customers can use their smartphones to scan barcodes on products to retrieve detailed information, product reviews, and promotional offers. Additionally, during the purchasing process, customers can receive personalized recommendations and assistance based on their needs and preferences using AR technology.
What is Virtual Reality (VR)?
Virtual reality is a technology that involves the creation of a simulated environment that a user can interact with. The environment is created through specialized VR headsets that immerse the user in an artificially created world.VR technology is being utilized by companies to enhance customer service by allowing customers to experience products and services in a simulated environment. Customers can test drive cars, try on clothes, and even take virtual vacations without leaving their home. For example, Marriott International uses VR technology to give customers a virtual tour of their hotels to help them decide which hotel to book.Virtual reality is also being used to provide training to employees in various industries. Employees can practice dangerous scenarios, such as handling hazardous materials, in a simulated environment without any real-world danger. This not only ensures the safety of employees, but it also increases productivity and saves time in comparison to traditional training methods.
How AR and VR Enhance Customer Service
AR and VR technologies are changing the way customer service is done. These technologies enhance the customer service experience by providing a unique and engaging experience to customers.
Personalized Assistance
AR and VR technologies can provide customers with a more personalized shopping experience. Customers can receive recommendations and assistance based on their needs and preferences. By using these technologies, customers can get access to in-depth product information, reviews, and promotional offers that are personalized to their interests. This allows companies to address customer needs and requirements more accurately and improves customer satisfaction.
Improved Product Visualization
AR technology enables customers to view products in a simulated environment. This technology provides customers with a 360-degree view of a product, which allows them to visualize what the product would look like in their home. With the ability to visualize products, customers can make informed purchase decisions, which reduces the likelihood of returns and increases customer satisfaction.
Innovative Training Methods
VR technology is being used by companies to train employees in various industries. With VR technology, employees can learn in simulated environments that are more realistic than traditional training methods. VR training is particularly useful in industries where the risks of real-world training are too high or too expensive, such as in the aviation and military industries. Employees can practice their skills in a safe, simulated environment, which ultimately improves safety, productivity, and saves time.
Saving Time and Money
AR and VR technologies can save companies’ time and money by streamlining the customer service process. These technologies can automate routine tasks such as product information and customer recommendations, which allows customer service representatives to focus on more complex tasks. Additionally, VR technology can reduce employee downtime by providing realistic and efficient training methods.
Real-Life Examples of AR and VR in Customer Service
There are already a few companies that are using AR and VR technologies in customer service, and they are getting great results.
Mercedes-Benz
Mercedes-Benz has incorporated AR technology into their mobile app. With the app, customers can virtually test drive their cars, explore the car’s interior, and access features such as the car’s audio system and navigation system. Additionally, the app allows customers to schedule an appointment for a test drive, get quotes, and make payments.
KFC
KFC has utilized VR technology to train their employees. The VR technology provides a virtual reality that replicates the restaurant’s interior, where employees can practice tasks such as cooking chicken and preparing the restaurant for opening. With this technology, KFC was able to reduce the amount of time that it takes to train an employee.
Lowes
Lowes has incorporated AR technology in their mobile app. Customers can use the app to visualize how products would look in their homes by placing virtual objects in their rooms. Additionally, the app provides a step-by-step visual guide for DIY projects, which is a useful tool for customers who want to do-it-themselves.
Conclusion
AR and VR technologies are changing the way companies interact with their customers. These technologies are making customer service more personalized, efficient, and enjoyable. The innovative tools that AR and VR technologies provide enable customers to experience products and services in new and engaging ways. With AR and VR, customers can make informed decisions and have a more immersive experience, ultimately leading to increased customer satisfaction.
