AR/VR: Transforming the Customer Service Landscape – A Practical Approach

Technology is playing an important role in reshaping our interactions with the world. Among these revolutionary innovations, augmented reality (AR) and virtual reality (VR) have transformed our lives. On the receiving end, we now have an opportunity to experience and explore these technologies that have changed our lives and revolutionized customer experience.

In this blog we are going to dive deep into the AR/VR technology and delve into how it is transforming the customer service landscape.

Before we move ahead, let’s understand what augmented reality and virtual reality are, and also its real-world examples

Augmented Reality

AR technology enables digital content like videos, images and all the other information to blend with our real-world environment. And that can be done simply by using our smartphones, tablets and AR glasses. Here are few examples which will give you the clear idea of AR technology 

Retail and shopping

Big companies like Ikea allow you to visualize how furniture like a sofa or dining table looks in your newly bought apartment or an office desk to set up an office for your work.

Eyewear

Eyewear companies allow you to virtually try glasses, sunglasses and even colour of the contact lenses before you buy it. This gives you a personalised choice and you can order it online without having to visit the showroom.

Footwear

Brands like Converse allow you to virtually try shoes by simply using your smartphones to see which colour and style looks good on you.

Healthcare

AR is also used in healthcare in the time of surgery which gives 3D images and other important information to the doctors.

Cosmetics

Augmented reality is also used by brands like Nykaa and L’oreal where customers can not only read reviews and make decisions on buying products but can also choose the colour of the products like lip shades and also the shade of foundation and concealers according to their skin tone.

On the other hand, Virtual reality (VR) provides a virtual environment that you can experience sitting anywhere, even in your home by using a headset. One such example is Meta’s Oculus headset.  It offers an immersive feeling where you encounter an environment with computer-generated images and sounds that stimulate your senses and take you to the virtual world.

Some examples of virtual reality are

Education and training

Learning can be more fun and inclusive with virtual reality. Students can take a virtual expedition, and perform interactive experiments. For example, geography students can go on virtual trips to distant places.

Healthcare

In the field of healthcare, virtual reality can help in performing surgical training, and education of patients which can also involve pain management. Doctors can perform surgeries in a risk-free environment and patients can understand their health conditions in a better way through immersive visualisation.

Real Estate

You want to check several properties before buying, but you don’t have enough time owing to your tough schedule. With the help of virtual reality, you can take virtual property tours and explore lands and properties from any part of the world. It saves you a lot of time and resources. It also allows developers and architects in providing ideas through visualisation  so that stakeholders can have an idea of the design before construction starts.

Automotive Industry

Big automobile companies like BMW, Honda make use of virtual reality (VR) to enhance their design and engineering reviews. It helps them in developing different designs and configurations in virtual atmosphere which ultimately reduces the cost of physical prototypes and thereby cut development cost by millions.

Architecture and Interior Design

With the help of virtual reality, architects and interior designers can create a life-like building where potential buyers can take virtual tours and tell their experiences and choices. This allows architects to modify the design before construction, which will further saves a lot of money and give increased satisfaction to customers.

How Do AR and VR Transform Customer Experience Landscape?

AR and VR have become critical parts of the business for creating an innovative customer experience. Companies who don’t incorporate AR and VR to their operations are likely to lag behind. These innovative and immersive technologies are changing the idea of how companies deal with their customers in different sectors.

How both AR and VR are transforming the customer experience and improving businesses is discussed below 

Improved practicality in Customer Interactions

AR and VR have improved customer interaction by bringing a new level of practicality into it. AR has brought digital elements into the real world by blending physical settings and digital content. Now customers have more customised experiences. They can look at, interact with and learn from products and information. 

At the same time, virtual reality carries customers into the completely new virtual world, with the help of it they can experience and work in real-world-like simulations.

Interactive Product Visualization

AR and VR allow customers to visualise products. It allows customers to see their homes, try on clothes, and cosmetics, and see furniture in their living room and bedroom, which helps them make informed and educated decisions before buying a product.

VR even take it further, by enabling customers to gain thorough knowledge of products and services through simulation tours.

Personalized Experience

VR and AR can provide a customised experience by modifying content according to needs of customer, their behaviour and pattern. These technologies can allow companies to offer their customers specific choices, content, and a enhanced customer experience while improving the connection between them and their audiences.

Transforming Learning Environments

AR and VR have drastically impacted education and learning. It helps simplify complex topics through immersive learning.

Final Thoughts

AR and VR are transforming customer experiences in different sectors by improving interactions, allowing customers to visualise products, and offering customized and immersive learning environments. Companies utilising these technologies are in a better position to ensure customer satisfaction and make great success in this new digital environment.