Enhancing the Customer Experience with Virtual Reality
Because of the advantage of being able to engage and interact with the client by creating life-like interactions and experiences, Virtual Reality is positioned to be a key value differentiator. These innovative avenues garner a greater, more in-depth understanding of the products. And when that occurs the connection is strengthened between company and customer.
Take customer service for example. On any given day, a company receives a call from a customer requesting technical support on a product. Remote troubleshooting can be tedious when a representative is forced to rely on a customer’s subjective description of the problem. Representatives are often forced to rely on the process of elimination, whereby customers are asked to run through a battery of tests in order to recreate a problem. This sort of step-by-step troubleshooting is slow and difficult to follow. Effectiveness is also challenging to gauge for the representative. Even the clearest, most patient representative cannot visualize how well a customer is following instructions. VR customer support allows for an virtual “in-person” encounter. It can provide a direct ROI, for instance, as warranty issues can be decreased by offering this sort of personal interaction, regardless of its digital origins.
Virtual Reality is solving these problems by allowing a customer to share exactly what they are seeing and doing with a representative, which, in turn, creates a clearer, more streamlined path for the representative to guide the customer through the troubleshooting process. This approach is benefiting all market segments and verticals from healthcare and the medical device industry to highly technical skilled labor arenas.
Additionally, one of the most useful aspects of utilizing VR in customer service training is also the most basic. Studies have found that in-person customer service yields higher degrees of satisfaction than help desks, chat, and email combined. While it isn’t always practical for the client to come to you, VR can make face-to-face interactions possible.