Augmented Reality Customer Service – A Success Story

AR has caused a 20% increase in FCR and 17% decrease in truck rolls, reports TechSee

AR is increasingly being used to improve customer service and support, and we’ve put together an infographic detailing the latest statistics and survey results on this hot topic. Click here to view the infographic, or read on for a more detailed analysis of the various ways AR can be incorporated into customer service, and how this can impact a business.

Augmented Reality (AR) – the ability to overlay images onto physical objects and environments via mobile devices – is revolutionizing customer service across multiple industries. AR has emerged as an innovative tool that allows enterprises limitless opportunities to interact with consumers on their preferred devices.

The Use of AR in Customer Service

We’ve collated the top-line findings from various surveys and research reports that indicate the rapid growth of augmented reality in customer service:

  • Goldman Sachs predicts that AR is expected to grow into an $80 billion market by 2025.
  • Google forecasts that hundreds of millions of mobile devices will support AR capabilities in the coming years.
  • Tractica expects the number of monthly active users in the mobile augmented reality market to reach 1.9 billion by 2022.
  • An ISACA survey found that over 60% of employed consumers agree that AR would have clear benefits in their daily life and at work.

Enterprises are recognizing the massive opportunity that AR technology presents for enriching relationships with customers, serving as a powerful new mechanism for companies to meet customer demands for service excellence at scale.

More companies than ever are now incorporating augmented reality remote assistance, a powerful collaborative solution for remote guidance, into their customer support systems. This is far more efficient than auditory communication, since visually highlighting the desired actions enables faster and more accurate comprehension and execution of instructions. This has proven to be especially beneficial in the areas of field services, contact centers and self service.

We will now take a closer look at how augmented reality can be used in each of these three areas.

Using AR in Field services

AR enables field service organizations to easily carry out field repairs, provide access to remote experts when necessary, or provide remote customer assistance, using a head-mounted display or a smartphone. The use of AR in field services reduces technician error, improves training, and increases first time resolutions. Customers enjoy this improved service, which explains why best-in-class field service organizations are 72% more likely to utilize visual collaboration tools such as AR, compared to their peers.

Improving Customer Service in Contact Centers

In contact centers, AR technologies empower agents to visually interact with customers as ‘virtual technicians.’ This has been proven to:

  • increase efficiency
  • reduce drain on resources
  • improve contact center KPIs
  • enhance CX through personalized visual guidance

Providing remote assistance through augmented reality customer support has also been proven to increase first call resolution by 20% and decrease the need for technician dispatch by 17%. Click here to download our full report on the impact that integrating AR into a call center has on customer service.

Customer Self Service

AR-based self service allows customers to use their smartphone to access a company’s knowledge base, with FAQs, manuals and training materials encouraging customers to effectively resolve more issues on their own.

Based on our self-installation survey, 40% of consumers now choose to receive setup instructions on their mobile device and 71% prefer visual guidance self-installation methods. Clearly, providing AR-based self-service will enhance customer self service efficiency and customer satisfaction. It will also reduce contact center volume, technician visits and no-fault-found returns.

Augmented Reality Customer Service: The New Standard

AR creates new digital experiences that transform the customer journey into a connected and immersive visual interactive experience. The steady progress toward deeper implementation of AR within Customer Service is inevitable.

Is your organization positioned for success?

Learn more about how AR can help your enterprise increase efficiency, reduce labor intensity and enhance customer satisfaction. Click here to download our infographic depicting the role of AR in Customer Service.

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