When it comes to customer service, the industry is in a major shift to more digital tools and features. While you can still hop on the phone and call someone for help, the customer service industry is embracing technology and new channels of enhanced experience unlike ever before.
One of the most promising areas of expansion for customer service companies is virtual reality. While the exciting technology might not sound like it’s a natural fit for the world of customer service, utilizing a VR app to provide an expanded customer service experience is proving to be a major boost for companies coming out of the pandemic and planning for the future. Here’s why the industry needs to embrace virtual reality as a new norm.
The Future of Customer Service is Contactless
When we think of exceptional customer service, our minds tend to go to a begotten time of face-to-face specialized and personalized experiences. While the personal touch is certainly an influential aspect of customer service in 2021, the in-person experience is no longer a necessary element to a great interaction. Much of customer service is going contactless. Thanks to things like chat features and in-browser phone service, most of our experiences take place virtually nowadays.
Still, the chat boxes and phone calls lack the certain personalized experience we still crave. This is where virtual reality fits in quite nicely for the needs of the customer service industry. A large number of industries that rely on customer service elements can benefit from embracing VR. By using virtual rooms to interact with customers, companies are able to build a more meaningful connection in these interactions and arrive at conclusions or solutions more quickly.
WIth virtual spaces, we don’t feel like we’re missing out on anything as a consumer. You’re still able to get a face-to-face experience that is embedded in a digital environment that offers easy access to tools and resources that might be related to the inquiry or question at hand. Likewise, VR provides companies an option for proactive customer service that can enhance shopping and searching interactions in a big way.
Offering More Options to Users for Proactive Customer Service
Customer service in the digital world is more than just fielding complaints and questions. VR offers companies the option to enhance the customer experience as a means of providing better service. Everything from virtual reality spaces for digital showrooms to using VR to interact with products from home can help make customers feel more knowledgeable and prepared to make a purchase.
Believe it or not, the brick and mortar experience we value for being a superior standard for customer interactions can be recreated to great effect in the virtual reality space. Customers love VR peripherals for shopping. New options like Walmart’s VR shopping experience can mimic the best parts of in-person interactions between customers and a business but provide the additional benefits of digital technology.
The best of both worlds is possible for customers thanks to VR customer enhancements. The same goes for employees who also play a vital role in the customer service process.
Building a Better Customer Experience By Enhancing Employee Satisfaction with VR
Lastly, it’s worth noting that great customer service is only possible when employees are satisfied and fulfilled with their working experience. VR’s impact on employee satisfaction within customer service can be just as impactful as focusing on what the customer needs.
When it comes to using VR to focus on employees, things like putting these advanced tools in their hands can increase their effectiveness. These resources help to give employees more solutions at their disposal to ensure they’re set up for success. By doing this, you’re not only taking advantage of the points listed above that focus on the customer experience. Employees that have access to VR for their roles in the customer engagement process are better suited to uphold a company’s values and vision for great service.
Utilizing VR in customer service is a vital step in the evolution of what the industry is capable of accomplishing. Making steps now to embrace the technology means putting a new standard on the treatment and service of industries that spread across all of the working and professional world.