CUSTOMER SERVICE
BY RAMA SREENIVASAN , BLITZZ
ILLUSTRATION PROVIDED BY ADOBE STOCK
WHY AUGMENTED / VIRTUAL REALITY ARE THE FUTURE
HERE ARE THREE COMPELLING REASONS .
Customer expectations for service are higher than ever . People want quick , effective support that feels personal and authentic .
To meet these demands , companies need to rethink how they approach customer interactions . However , most customer service still relies on chat- and audio-based communication , which forces employees to troubleshoot problems they can ' t always see .
That ' s a recipe for frustration on the part of customers and employees . The result , all too often , is a poor support experience for everyone involved .
How can augmented reality ( AR ) and virtual reality ( VR ) make things better ? When combined with visual support technology , they can empower agents to deliver faster , more empathetic guidance that keeps customers satisfied .
In this article , I ' ll explain how customer service leaders can use AR and VR to enhance agent training , accelerate troubleshooting , and create more empathetic support interactions .
WITH A VR HEADSET , EMPLOYEES CAN MANIPULATE 3D MODELS AS IF THEY ' RE RIGHT IN FRONT OF THEM ...
1 . BETTER AGENT TRAINING
Whether it ' s due to offshoring or limited inventory access , customer support agents don ' t always have access to the physical products they ' re troubleshooting .
That ' s a problem when it comes to employee training . Without hands-on experience , agents may struggle to get to the root of real-world customer problems . The typical result is longer resolution times .
But VR-based training gives customer support leaders a way to remotely show new hires the ins and outs of each product . 24 CONTACT CENTER PIPELINE