Remember the viral game Pokémon Go and its craze – augmented reality has grown leaps and bounds since then. According to a report, the market share of Augmented reality and Virtual Reality will be close to $215 billion by 2021. The integration of augmented reality and virtual reality in businesses will drive growth and improve customer success.
While AR gives us a 360-degree experience of a scenario with a 3D experience, VR ensures users are immersed in the environment virtually. Gartner noted the experiences as some of the top 10 technology trends. Major industries such as retail, medical, operative, automotive, and other sectors are looking to boost their success with AR and VR.
Delivering a great customer experience has become a priority after price and quality. Companies are constantly looking for innovative solutions to provide the best immersive customer experiences. AR and VR are one of them.
Why Companies are adopting AR/VR technologies?
According to a survey by an industry expert, more than 60 percent of customer look for tailored engagement in their customer experience. Think of how Ikea’s app allows customers to check how the sofa or chair looks in their homes- is not that the deepest level of personalisation. This immense level of personalisation can help companies make customers feel happier and more satisfied. This convenience is what companies want customers to have.
Here are Ways in which AR VR can help Enhance Customer Success
Impact NPS Scores
On lines with the major revolution, AR and VR technologies can impact NPS scores. Recently, Hyundai gave its customer an AR based manual. Using a smartphone, the less bulky digital model can help users understand the exact buttons, fix their vehicles, check oil levels and more. This has impacted the way customers look at the product. When customers are happy, they will promote the product through word of mouth increasing its credibility and overall net promoter score.
Visualizing products through augmented reality or virtual reality can help businesses interact in a deeper manner. With that level of deeper product ability, customers can understand the capabilities of the products, understand more information which creates customer loyalty. Clothing companies have created hologram versions of humans in AR so that shoppers can try on clothes to see how it fits. With that, good training can also be provided so that there is better participation, more memory of how to work with a certain feature, and an increased rate of customer retention.
Instead of businesses sending products to customers for trial or beta testing, with AR and VR customers can test the products at home. With the latest immersive technology, customers can test products at one third of the cost. Saving a lot of time and money, many brands are now looking at AR and VR to give customers trial runs. This also improves conversions as customers are surer about the usage and properties. It boosts product adoption as well.
A simple AR and VR technology is enough to separate you from your competitors. With AR/VR customers have a great chance of picking your product over a competitor. This competitive advantage breeds to customer loyalty and allows overcoming other cost hurdles. If customers are able to see their product in a virtual state, it only improves prospects for them. Customers are always open to experimenting and a technology such as this will only add more prospects for growth.
With AR or VR, customers can customise the product to recreate or revamp it as per their imagination. On usual terms without AR and VR, the cost of customizing is very high. With the high-end technology involved including object tracking, projection technology, and digital engagement customers can easily get customised products as per their desire. AR and VR will also enable better product grouping and personalisation.
Better Customer Service
AR or VR technologies thrive on customer support processes. Customer will be able to see the agent helping them making it more close to interact. If a query is raised, a VR or AR enabled reply will be more humane. Many companies are now exploring AR and VR capabilities through smart phones. This enhances customer service and builds a great relationship with them. Customers can talk to agents as if they were conversing over a cup of coffee to get the right answers. This level of customisation is not possible in other means.
Bottom Line: Necessary for Customer Success
Customer success is enabled through AR and VR technologies when companies decide to invest wisely. AR and VR allow businesses the opportunity to build a long-lasting relationship with customers through deep engagement and connection. Customers feel empowered to offer unique experiences that will create better impact. AR and VR are projected to grow in all spheres like retail, logistics, healthcare, and more.