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How Virtual Reality will give Customer Experience a Facelift



Those of us, who have been exposed to Virtual Reality, can reject the absolute wonder that this technology is. By changing the way we share and experience almost everything, it is touted to generate mass consumer revenues from software platforms and delivery services, television, gaming, and distribution channels. In more ways than imaginable, customer experience can surely be altered for the better, with the onset of VR.

In simple words, VR allows users to witness lifelike, immersive 3-D imagery in all directions, making them feel like they are part of the entire experience.

Virtual Reality beats all other technologies by a huge margin when it comes to engaging with users and fostering unique customer experiences. This has been validated by Gartner recently, which states that brands should build products and services around customer experience, reversing the way the world has been functioning till sometime back.

How VR can alter Customer Service, as we know it?

Every technology requires human assistance when things go wrong and this is precisely where customer service will come to play in VR. At present, customer service is doled out over the phone, chat, and email. In most cases contact center reps have a hard time in troubleshooting customer problems, as they have to rely heavily on the customer’s description of the problem. This makes troubleshooting rather cumbersome and often results in inaccurate service due to lack of visualization.

A VR interaction can easily come to the rescue here by allowing customers to see and do exactly what the reps are portraying. This provides a much more real experience to customers and makes the troubleshooting process a cakewalk. The application of this approach can range from fixing simple internet problems to something significant like reinstalling your entire personal computer.

Since Virtual Reality provides an all-inclusive 360 degree perspective, it can be easily used to provide a virtual design of products to customers. This way, they will gain a very good understanding of the products with minimum communication from virtual call center solutions. This can result in doing away with website FAQs, normal day-to-day troubleshooting, and lesser interaction with customer services agents. In other words, this technology has the power to provide self-service without any hassles.

What more? Undoubtedly, VR can be used to better the entire shopping experience for customers, by providing them with a live demo of all products. Furthermore, users can use the tech to customize products according to their convenience and thereby order personalised products in less than 10 minutes.

Moving forward, brands have to adapt to the changes in the sphere of customer service with the speedy advent of VR. Thereby, most companies will have to mash up proximity marketing, Internet of Things and Virtual Reality.

To people who are confused whether VR will exist as a separate entity in contact centers – we would like to state that it will surely be a part of the expanding realm of Omnichannel customer experience, along with mobile, chat, IMs, social media, and others.

Okay, so by now you must be onboard the VR experience (if you weren’t earlier). Let’s talk about the amount of cash you need to spill to bring VR to your home. Prices of these headsets have been falling and are expected to reduce even further, and this might make VR more accessible for people in 2016. Facebook funded Oculus will be launching its Rift VR this month for around $600. It will join Samsung Gear VR and other similar products available in the market.

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