‘Meta’? About a year ago, I’m sure you were amazed to hear this term for the first time. This blog is directed to those who still don’t know what Metaverse is and how impactful it can be on the customer experience provided by contact centers.
1. What is Metaverse?
2. What contact center might look like in the Metaverse?
3. How to Create and Use a Metaverse Customer Support Journey?
The metaverse can be generally described as an online, three-dimensional virtual environment where people can communicate and collaborate for various purposes. Some of the technologies that provide access to this virtual world are virtual reality (VR) headsets and augmented reality (AR) glasses. By utilizing AR goggles that change what you see or by changing what you see on your phone or tablet's screen, augmented reality (AR) merges the real and virtual worlds.
The metaverse is elevating virtual experiences and giving businesses new, interesting opportunities to connect with customers. The metaverse is still evolving with technology. Virtual and augmented reality are utilized to provide an immersive experience. In the metaverse, which replicates the real world, users can communicate with one another and purchase virtual goods using avatars.
Customer service teams will be crucial in the metaverse. They can provide quick, personalized support using remote visual support and augmented reality tools. Consider the following scenario to see what that looks like.
Assume my refrigerator isn't properly cooling. With a quick scan of a QR code inside my fridge, I can video-call a customer contact center solution representative - no app download is required. While I explain my problem, the agent checks the make, model, and warranty status of my refrigerator using computer vision technology. They might even pull up an AR screen overlay with my fridge specs on their video-enabled device. An AI engine is creating a troubleshooting guide in the background. The agent then asks me step-by-step questions to assist me in problem-solving. Is my refrigerator properly powered? Is the thermostat set correctly? Are the cooling vents free of obstructions and debris? For more difficult tasks, such as vacuuming the condenser coils, the agent may use AR holograms and markup tools to show me tucked-away parts. What happens if we discover a faulty component, such as a faulty evaporator fan? The agent can have the correct part delivered to my door in a matter of days. They can also determine whether I need guided self-installation or in-person assistance.
This scenario may appear futuristic now, but it will not in five years. Businesses are already utilizing the metaverse to develop virtual reality assistants and onboard new employees. Both companies and customers will benefit from video and augmented reality-powered customer support. Let us now look at how.
Phone calls, in the traditional customer care model, leave a lot of room for miscommunication. Consider my refrigerator issue. I might have difficulty explaining the cooling issue over the phone. Perhaps the agent is having difficulty guiding me through each troubleshooting step. We've been on the phone for hours and haven't gotten anywhere.
Customers can see agents face-to-face with remote visual support. The result is a genuine human connection, which is referred to as "visual empathy." They can reduce friction and work toward a solution if they work together. Another advantage is that metaverse tools can help everyone solve problems faster. The customer can show the agent their problem by using the camera on their device. In addition, the agent can use augmented reality tools to circle areas of interest. Customer service eliminates guesswork and increases problem-solving efficiency in the metaverse. The customer is pleased with the service and is 80 percent more likely to use your company again.
Traditional customer service calls are not only bad for customers; they are also bad for businesses. Every long phone call prevents agents from assisting other customers. And the longer a call is on hold, the more likely it is that an agent will dispatch a technician to provide in-person assistance. However, there are hidden costs: businesses must pay for an expensive, time-consuming truck roll - and possibly even a product replacement. These costs add up over time.
Companies benefit from faster issue resolution with metaverse-enabled customer care teams. Video support tools allow agents to quickly get their hands on a problem. They will solve problems faster, allowing businesses to dispatch technicians only when necessary. Agents can reach more customers and generate more revenue by saving time.
To design a customer journey in the Metaverse, businesses must first ask themselves the following questions:
The questions posed above direct businesses on how to map out the customer support journey, resulting in a wholesome and personalized experience that also gives customers a lot of freedom.
Furthermore, companies creating customer support journeys with the Metaverse in mind should look into ways to encourage real-time customer feedback about their virtual experiences while providing direct support as they progress through the journey. Companies must also investigate the factors and insights that influence customers' decisions to stay or leave the Metaverse for a specific period.
With Metaverse, personalization will be pushed to a new level. There opens up fantastic chances to go completely customer-centric. The capacity to create a distinctive avatar is available to every person in the metaverse. This will create new waves in the customer experience and everything you have seen in the CX space will significantly shift. Users can have a distinctive experience by customizing their avatars and employing inventive ideas. This offers incredible customization opportunities. Every minute preference of the client can be counted in making this avatar. A survey by Statista showed that 36% of online adults expressed interest in using the Metaverse, with 12% reported as very interested.
Your contact center agents will be able to use their abilities to give your clients the finest experience when they have received the best training possible. Microsoft is now one of the best illustrations of the corporate metaverse environment.
Microsoft is working to develop the "corporate metaverse," which some businesses are adopting to increase employee and product production rates. Real-time avatars have just been added, and teams have begun linking people throughout the world, demonstrating the potential for Metaverse features to become commonplace in an office environment. This can begin in a contact center as well.
Designing for immersive service experiences is just as crucial as designing for immersive purchasing experiences as consumers become increasingly accustomed to virtual worlds.
Agents working at contact centers will require the right equipment, such as augmented reality and virtual reality (AR/VR), to interact with customers where they are. Artificial intelligence (AI)-powered virtual agents will be even more crucial for offering individualized service as if the consumer is in the store. So, undoubtedly the next big thing is ‘Metaverse’.
In the metaverse, customer experience, or CX, is still in its infancy. You may improve the customer experience by learning the correct information and using the right technology. The employee is one of several experiences that the metaverse reimagines. The main goal is to improve customer experience by continuously keeping it in mind, from technological use to interpersonal interactions. Ironically, customer service contact between avatars could revitalize one-on-one encounters with real people, fostering stronger relationships with clients while also boosting revenue.
Author Bio: Abhirami is a passionate writer whose forte is communication, possesses strong leadership qualities, and is often kind.