Customer expectations for service are higher than ever. People want quick, effective support that feels personal and authentic.
To meet these demands, companies need to rethink how they approach customer interactions. However, most customer service still relies on chat- and audio-based communication, which forces employees to troubleshoot problems they can’t always see.
That’s a recipe for frustration on the part of customers and employees. The result, all too often, is a poor support experience for everyone involved.
How can augmented reality (AR) and virtual reality (VR) make things better? When combined with visual support technology, they can empower agents to deliver faster, more empathetic guidance that keeps customers satisfied.
With a VR headset, employees can manipulate 3D models as if they’re right in front of them…
In this article, I’ll explain how customer service leaders can use AR and VR to enhance agent training, accelerate troubleshooting, and create more empathetic support interactions.
1. Better Agent Training
Whether it’s due to offshoring or limited inventory access, customer support agents don’t always have access to the physical products they’re troubleshooting.
That’s a problem when it comes to employee training. Without hands-on experience, agents may struggle to get to the root of real-world customer problems. The typical result is longer resolution times.
But VR-based training gives customer support leaders a way to remotely show new hires the ins and outs of each product.
With a VR headset, employees can manipulate 3D models as if they’re right in front of them, no matter where they are in the world. And they can simulate common product issues to understand what customers are likely seeing when they call in for support.
Even when employees do have access to physical products, similar technology can still improve the training experience.
Consider AR smart glasses, for instance. While learning how to troubleshoot common problems with, say, an espresso machine, agents can use a pair to view step-by-step instructions hands-free. The information is simply overlaid onto their field of vision. And if they have questions, they can talk to a remote trainer using the same smart device.
You can imagine how useful an AR- or VR-based training approach would’ve been during the COVID-19 pandemic, when many companies released products their support teams had never seen in-person. With VR-based training, agents would have been better equipped to troubleshoot customer concerns and keep satisfaction rates afloat.
The smart play for forward-thinking companies: explore this technology today while it’s an option, not a necessity.
2. More Empathetic Support
Thanks to Generative AI, there’s been explosive interest – and investment – in customer support chatbots that can answer practically any customer inquiry.
The reality, though, is that these chatbots are best for simple questions with simpler solutions. The more complex an issue, the more likely it is to elicit strong emotions: and the more likely it demands human attention.
When customers are stressed, frustrated, or anxious, they want a support agent who can empathize with their situation, quickly grasp the problem at hand, and get their product up and running again. AR-powered visual support technology empowers agents to meet that expectation.
AR-enabled visual support makes the whole support experience a lot more efficient.
By connecting with customers over video, agents can get eyes on the problem in seconds. Then, they can use AR markup tools to walk each customer through the troubleshooting process, drawing arrows or circling areas of interest where needed.
How does this approach create more empathetic support interactions? Because agents have a firsthand look at customers’ problems, they can troubleshoot faster and more collaboratively. The impact: a smoother support experience that leaves customers more satisfied.
3. More Efficient Troubleshooting
Chatbots aren’t just ill-suited for complex support tasks because they lack empathy. They also demand an enormous amount of patience from customers.
Just picture the last time you’ve had to use one yourself for customer support. There’s a high chance you had to explain your concern in excruciating detail. The bot probably gave a generic reply: or asked you to clarify over and over again.
This slow, plodding experience is why so many customers just ask to speak with a human. But human support isn’t that much better when agents can’t actually see the products that are causing so many headaches.
AR-enabled visual support makes the whole support experience a lot more efficient. I’ve already shared the biggest reasons why. But app-free tech can speed things up even further.
That’s because customers don’t need to download a special app to connect with an agent: they can simply scan QR codes or tap SMS links to open video feeds in their browsers. This means customers get the help they need without extra hassle. And fewer steps mean faster support.
Want even greater efficiency gains? Consider adding an AI layer for agents. AI can analyze successful interventions to suggest helpful troubleshooting steps.
Over time, the database of interventions will grow, and AI will learn what does and doesn’t work. To feed this database, agents can summarize calls using natural language processing software (like ChatGPT): and avoid the hassle of manual call transcription.
Providing the Right Tools for Excellent Support
The future of customer service depends on finding the right balance between automation and human interaction. There’s room for tools like AI chatbots, of course: by handling simple customer inquiries, they can free up time for agents to tackle more complex issues.
But when those complex issues do come up, agents need tools that can help them provide efficient and empathetic support. AR and VR – together with visual support technology – should be part of that toolkit. They can empower teams to maintain a standard of excellence that keeps customers around.
