Ask most people what the biggest benefits of VR will be, and they’ll often talk about the innovation possible in the entertainment world. However, the more we experiment with virtual reality, and it’s potential, the more opportunities we discover in virtually every landscape.
As VR continues to become more efficient and affordable, companies all around the world are adopting it as a way to enhance training, boost collaboration efforts, and even update customer experience. Virtual reality is quickly becoming one of the best ways to bridge the gap between clients and the brands they want to connect with.
So, is virtual reality the future of customer service?
The Demand for VR in Customer Service
There’s still a way to go before virtual reality becomes a standard tool for customer service interactions, but the opportunities are already emerging. With virtual reality, customers have the opportunity to examine products in an immersive space before they buy them or see how a specific item works so they feel more confident about a purchase.
VR would allow an agent to walk a customer through the process of discovering and purchasing the right product, with realistic demonstrations. Imagine being able to sit inside of your new car without ever having to visit a showroom, for instance.
The opportunities that VR have for customer service are certainly increasing more now in the wake of the Covid-19 pandemic. Sales professionals and support agents can’t interact with customers in the same face-to-face environments we had before. This means that virtual reality is quickly becoming the best way to replicate the standard shopping experience, without the risk.
Changing the Way We Interact
One of the biggest opportunities for virtual reality in customer service is in the “try before you buy” solution that many retailers are beginning to introduce.
For instance, IKEA customers can explore different styles of kitchen and walk around a space to see what their room might look like. This virtual showroom makes it easier for businesses to show their clients what they can expect when they’re making purchasing choices.
If a customer needs help learning how to use a new service or product after a purchase, virtual reality gives agents a safe way to onboard their consumers without face-to-face interaction. Both people can put on a headset and explore the features together. It’s much easier to learn how to use something when you’ve got a dedicated professional actually showing you how features work.
If something goes wrong with a service, a virtual reality headset will allow an agent to work with a customer to figure out what the problem might be and troubleshoot issues from a distance. This could open the door for a better quality of self service in a lot of landscapes. It also means that companies could potentially spend less money sending engineers out to customer homes and workplaces.
A New Reality for Customer Experience
In a world where customer experience is still the most valuable way for a business to differentiate itself, companies are under more pressure than ever to find the right solutions for CX. 2020 accelerated the demand for disruptive products and alternative realities for creating face-to-face interactions outside of the standard showroom or retail floor.
As we move forward into an era where customers appreciate more efficient, digital experiences, the demand for virtual reality is likely to grow even further. Companies that can deliver excellent customer service through new avenues will be able to set themselves apart from the crowd, and potentially earn a larger share of customers.
Are you ready to bring VR to your customer experience?
