Efficiency, scalability, engagement, and exceptional experience have always been the pillars of impeccable BPO services. Now, add to that: AR and VR in customer support which is, in all seriousness, is the need of the hour. Businesses that are looking to expand or startups that are aiming to leave a mark can no longer settle for bare minimum, i.e., a quick response to customer queries. That's where Augmented Reality and Virtual Reality step in and take the BPO space to an all-new level of delivering customer experiences. 

AR and VR are driving the customer support market towards innovation and long-term growth by offering immersive and interactive experiences. These technologies enable real-time problem-solving approaches for customer support, ensuring there's no gap between traditional support models and modern solutions. Let's discuss more about AR and VR in BPO and how these technologies are changing interactions for good.
 

What Are AR and VR in Customer Support?

Before we discuss the role of AR and VR in BPO, let's brush up on the basics:

Augmented Reality in Customer Support

AR overlays digital elements like images, 3D models, and more, onto real-world surroundings of the users in real time. In customer service, this enables a seamless troubleshooting process, remote assistance, real-time product demonstrations and more. The implementation of AR in BPO services can boost efficiency like never before, reducing wait times and enhancing customer engagement rates.
 

Virtual Reality in Customer Support

VR develops an immersive digital space for users to interact with simulated situations, people, and products. The role of VR in BPO is mainly to provide virtual assistance to customers. Moreover, it helps businesses create real-world scenarios where agents can practice customer query handling and resolution in a risk-free environment.
 

How AR and VR Are Redefining BPO Services?

Here below are the key benefits of AR and VR in customer support world: 

Real-Time Visual Troubleshooting

Guiding customers through long, complex troubleshooting processes is one of the major challenges customer support agents face. And one of the biggest benefits of AR in customer support is its ability to mitigate this bottleneck! The technology solves the problem by enabling agents to overlay digital instructions onto the device/product of the customer. This means that customers can point their device's camera at the concerned issue instead of getting confused with vague verbal steps. AR interface then presents a step-by-step guide for customers while saving time and not to mention frustration.
 

Immersive Training Program

Gone are the days when agent training relied on manuals, simulated calls, and scripts. The role of AR and VR in customer support encompasses immersive training settings for new BPO agents. They can now exercise different types of query handling and resolutions, troubleshooting, and even emergency cases in a risk-free, real-world virtual space. Results: Agents get to hone their problem-solving skills like never before, leading to improved customer experiences in the future.
 

Virtual Product Demonstrations

Virtual products demos are acting as a blessing for BPO services that are looking to improve sales handling and customer onboarding processes, all thanks to VR. Customers can experience and understand all the features of a product through VR. This role of VR in customer support is beneficial to businesses across different industries, especially retail, automotive, and real estate. Thus, there's no need to spend hours reading about the product and its offerings. 
 

Remote Assistance

From tech to healthcare, there are industries that can leverage AR-enabled customer support services as a sure-fire tool to bridge the gap between customers and support agents. Customer service representatives can view what the customer sees through AR applications and guide them, using real-time visual annotations. This unlocks a massive improvement in first-call resolution rates and ensures BPOs don't need to go through lengthy back-and-forth. So, no more relying only on verbal descriptions.
 

AI-Integrated AR/VR for Personalized Experiences

While AR and VR in customer support make interactions immersive and interesting, companies can take it even further by integrating artificial intelligence. AI-powered VR assistants can boost customer satisfaction rates more by analyzing customer queries and create personalized solutions accordingly. AR in customer support, on the other hand, can use AI for robust chatbots that guide customers through troubleshooting processes.
 

AR & VR in Customer Support: Setting New Benchmarks!

AR and VR are no longer limited to entertainment and gaming platforms. These immersive technologies are setting foot in the BPO market, making customer support and experiences more engaging, interactive, and efficient than ever. Fr immersive training programs for new agents to AI-driven support, AR and VR in customer are a whole new standard of delivering unparalleled services. With investment in these innovative solutions, companies can expect to gain a competitive edge in the market and set new examples of perfect contact center services.
 

FAQs

Q. How does augmented reality help customers?

AR enhances customer engagement by offering real-time visual support, troubleshooting guidance, and interactive product demos that not only eliminates the need for in-person assistance but also boosts the conversion rates.

Q. How is AR and VR used in business?

Businesses employ AR integrations to provide remote support, immersive training, and interactive shopping experiences. VR, on the other hand, is used for product simulations, virtual product demos and interactions, and more.

Q. How AR and VR benefit customer services?

AR and VR in customer support enable faster query processing, reduce physical service visits, enhance training programs, and provide engaging self-service options, boosting customer experience to a significant degree.

Q. What is the future of AR and VR in customer service?

AR and VR in customer service are expected to shift more towards the implementation of AI-enabled virtual assistants,  hyper-personalized experiences, and remote troubleshooting support.