4 Ways Virtual Reality Could Alter Your Customer Experience Strategy

Faith Ocampo Published on January 13, 2016

With virtual reality (VR), brands and call centers can develop an immersive customer experience strategy that can truly satisfy consumers.

If there’s anything we’re certain about the customer service industry, it’s that it constantly evolves alongside technology. This dynamism allows brands to explore new ways of reaching out to customers to provide them a one-of-a-kind experience. But could VR be the next game-changer?

businessman inspecting VR customer experience strategies

As we’ve seen during CES 2016, brands are working hard to push this trend into mainstream consumption. Oculus, HTC, and Sony have exhibited their own VR headsets. Oculus just announced the $599 Rift and HTC now accepts preorders for the Vive. Meanwhile, Sony is working on the PlayStation VR as a companion to its gaming console.

While consumers are rejoicing, brands are also drawing up customer experience strategies around VR. Along with other tech trends we’ve seen at CES 2016, virtual and augmented reality can change several business aspects including marketing.

But what about customer service?

The capacity of virtual reality technologies to immerse users in a different kind of experience can also be useful for brands and their call centers. Here’s how.

  1. New Ways of Product Testing

    call center executive hand adjusting image customer experience strategies

    One of the biggest barriers that hinder customers from purchasing a product online is that they can’t really see how a product works. With VR, however, Customer experience strategies may highlight having a three-dimensional simulator to view products and perhaps even conduct some minor tests on them. This will allow prospective customers to familiarize themselves with a product so that they can decide faster.

  2. Virtual Shopping

    consumer hand doing VR shopping part of customer experience strategies

    Have you ever wondered how brick-and-mortar stores still survive in the age of online shopping? Most customers prefer to personally see or test an item before finally buying them. But aside from this, most of us just really crave the shopping experience. Not one ecommerce site can replace the feel of entering stores, browsing an array of product selections, and getting personalized recommendations from sales representatives.

    VR-driven customer experience strategies can provide a more realistic version of this kind of shopping experience. We won’t be surprised if virtual shopping becomes a big trend in the future, and the first brands to launch such a platform will surely gain a great advantage.

  3. Better Modes of Instruction

    education training with VR adaption customer experience strategies

    With VR simulators, customers will no longer be dealing with text-heavy and confusing manuals. Troubleshooting can be as easy as wearing a headset and viewing hands-on instructions to fix an issue. Call centers can also provide real-time sessions to allow for two-way communication.

  4. Gamification

    call center agents in VR headsets carrying out customer experience strategies

    Perhaps the most obvious application of VR technologies is entertainment, and brands can use them to better connect with customers. Aside from serving as a great marketing strategy, this will allow businesses to create a more immersive customer experience to retain customers and build loyalty.

Technology will continue to march on, and so should brand’s approach to providing a satisfying support to their consumers. And today’s best customer experience strategies include outsourcing your customer support needs to trusted business process outsourcing firm.

Take on new consumer trends with Open Access BPO, a 24/7 outsourcing firm, trusted by some of the biggest companies across industries with their multichannel call center, content moderation, back office, and knowledge process support needs.

Contact us today, and we’ll craft a customer service program that addresses your needs and goals.

 

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Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.

One response to “4 Ways Virtual Reality Could Alter Your Customer Experience Strategy”

  1. How can virtual reality redefine customer experience? - Open Access BPO Neo Captive Blog says:

    […] There’s still a lot to explore about virtual reality. And with the emergence of various technologies that allow us to experience virtual scenarios, we can only either stay on the sidelines or take on the challenge of using these tools to provide cutting edge service to customers. […]

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