The Future of Customer Support Is in the Metaverse

0
288 views

Share on LinkedIn

The metaverse has generated a lot of buzz over the last year – but it’s not just talk. By 2024, the metaverse could become an $800 billion industry. And in 20 years, the metaverse could be fully integrated into everyday life for over half a billion people.

To take part in that growth, companies have to invest in a metaverse experience today – and that includes developing a tech-powered customer support experience. Remote visual support and augmented reality (AR) software can help. Here, I’ll show you what metaverse-enabled customer support looks like – and how it can help companies and their customers.

What Customer Support Could Look Like in the Metaverse

Customer care teams will play a key role in the metaverse. With remote visual support and AR tools, they can deliver fast, personalized support. Let’s consider a scenario that explores what that looks like.

Say my refrigerator isn’t cooling correctly. I video-call a customer care agent with a quick scan of a QR code inside my fridge – no app download needed.

While I explain my problem, the agent uses machine vision technology to check my fridge’s make, model, and warranty status. On their video-enabled device, they might even pull up an AR screen overlay with my fridge specs. In the background, an AI engine builds a troubleshooting guide.

Next, the agent asks step-by-step questions to help me problem-solve. Is my fridge fully plugged in? Is the thermostat on the right setting? Are the cooling vents clear of blockage and debris?

For tougher steps – like vacuuming the condenser coils – the agent might use AR holograms and markup tools to show me tucked-away parts.

What happens if we locate a faulty part like a bad evaporator fan? The agent can deliver the right part to my doorstep in a matter of days. And with back-end AI, they can determine whether I need guided self-installation or in-person support.

This scenario might sound futuristic now – but it won’t in five or so years. Companies are already using the metaverse to build virtual reality assistants and onboard new hires. With video- and AR-powered customer support, both companies and customers will benefit. Next, let’s look at how.

Customers Will Get Fast, Stress-Free Support

In the traditional customer care model, phone calls leave a lot of room for miscommunication. Take my fridge problem, for example. I might struggle to explain the cooling issue over the phone. Or maybe the agent finds it hard to guide me through each troubleshooting step. After hours on the phone, we’re both frustrated – and we’ve gotten nowhere.

Bad phone calls like these can drive customers away: 74 percent say they’d take their business elsewhere after a frustrating call. The metaverse can change that.

With remote visual support, customers can see agents face to face. The result is a genuine human connection – something I call “visual empathy.” Together, they can slash the friction and work toward a solution.

Another benefit: metaverse tools can help everyone solve issues faster. The customer can use their device’s camera to show the agent their problem. And the agent can use AR tools to circle areas of interest. In the metaverse, customer support cuts out the guesswork and boosts problem-solving efficiency. The customer leaves the call satisfied – and they’re 80 percent more likely to use your company again.

Companies Will Save Time and Money

Traditional customer care calls aren’t just bad for customers – they hurt companies, too.

Every long phone call keeps agents from helping additional customers. And the longer a call takes, the more likely agents are to send a tech out for in-person support. But this has hidden costs: companies wind up paying for an expensive, time-intensive truck roll – and maybe even a product replacement. At scale, these expenses add up.

With metaverse-enabled customer care teams, companies benefit from faster issue resolution. Video support tools help agents quickly get eyes on the problem. They’ll solve issues faster so companies only dispatch techs when absolutely necessary. And with the time they save, agents can reach more customers – and generate more revenue.

Customers Are Ready for the Metaverse. Are You?

The metaverse buzz has customers ready for what’s next: 66 percent are excited about the metaverse, and 46 percent plan to spend more time there.

It’s on business leaders to deliver a metaverse experience that customers enjoy – with a full-service support model to boot. To put your best foot forward, make sure your company has the right tools.

At Blitzz, we provide customer care teams with app-free, AR-enabled remote to deliver customer support in the metaverse. Want to see how it works? Drop us a line for a free demo today.

LEAVE A REPLY

Please enter your comment!
Please enter your name here