CUSTOMER SERVICE
With a VR headset , employees can manipulate 3D models as if they ' re right in front of them , no matter where they are in the world . And they can simulate common product issues to understand what customers are likely seeing when they call in for support .
Even when employees do have access to physical products , similar technology can still improve the training experience .
Consider AR smart glasses , for instance . While learning how to troubleshoot common problems with , say , an espresso machine , agents can use a pair to view step-by-step instructions hands-free . The information is simply overlaid onto their field of vision . And if they have questions , they can talk to a remote trainer using the same smart device .
You can imagine how useful an AR- or VR-based training approach would ' ve been during the COVID-19 pandemic , when many companies released products their support teams had never seen in-person . With VR-based training , agents would have been better equipped to troubleshoot customer concerns and keep satisfaction rates afloat .
The smart play for forward-thinking companies : explore this technology today while it ' s an option , not a necessity .
2 . MORE EMPATHETIC SUPPORT
Thanks to Generative AI , there ' s been explosive interest – and investment – in customer support chatbots that can answer practically any customer inquiry .
The reality , though , is that these chatbots are best for simple questions with simpler solutions . The more complex an issue , the more likely it is to elicit strong emotions : and the more likely it demands human attention .
AR-ENABLED VISUAL SUPPORT MAKES THE WHOLE SUPPORT EXPERIENCE A LOT MORE EFFICIENT .
When customers are stressed , frustrated , or anxious , they want a support agent who can empathize with their situation , quickly grasp the problem at hand , and get their product up and running again . AR-powered visual support technology empowers agents to meet that expectation .
By connecting with customers over video , agents can get eyes on the problem in seconds . Then , they can use AR markup tools to walk each customer through the troubleshooting process , drawing arrows or circling areas of interest where needed .
How does this approach create more empathetic support interactions ? Because agents have a firsthand look at customers ' problems , they can troubleshoot faster and more collaboratively . The impact : a smoother support experience that leaves customers more satisfied .
3 . MORE EFFICIENT TROUBLESHOOTING
Chatbots aren ' t just ill-suited for complex support tasks because they lack empathy . They also demand an enormous amount of patience from customers .
Just picture the last time you ' ve had to use one yourself for customer support . There ' s a high chance you had to explain your concern in excruciating detail . The bot probably gave a generic reply : or asked you to clarify over and over again .
This slow , plodding experience is why so many customers just ask to speak with a human . But human support isn ' t that much better when agents can ' t actually see the products that are causing so many headaches .
AR-enabled visual support makes the whole support experience a lot more efficient . I ' ve already shared the biggest reasons why . But app-free tech can speed things up even further .
That ' s because customers don ’ t need to download a special app to connect with an agent : they can simply scan QR codes or tap SMS links to open video feeds in their browsers . This means customers get the help they need without extra hassle . And fewer steps mean faster support .
Want even greater efficiency gains ? Consider adding an AI layer for agents . AI can analyze successful interventions to suggest helpful troubleshooting steps .
Over time , the database of interventions will grow , and AI will learn what does and doesn ’ t work . To feed this database , agents can summarize calls using natural language processing software ( like ChatGPT ): and avoid the hassle of manual call transcription .
PROVIDING THE RIGHT TOOLS FOR EXCELLENT SUPPORT
The future of customer service depends on finding the right balance between automation and human interaction . There ' s room for tools like AI chatbots , of course : by handling simple customer inquiries , they can free up time for agents to tackle more complex issues .
But when those complex issues do come up , agents need tools that can help them provide efficient and empathetic support . AR and VR – together with visual support technology – should be part of that toolkit . They can empower teams to maintain a standard of excellence that keeps customers around .
Rama Sreenivasan , Founder and CEO of Blitzz is a combination daredevil , people person , and scientist . He loves getting technical , but also tremendously enjoys empathizing with customers through simple , clear communication , something he considers his forte . Nothing brings him more joy than getting his hands dirty to solve anyone ’ s pain point .
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