Augmented Reality In Customer Service: A Success Story

TechSee shows how businesses benefit from using Augmented Reality in customer service

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

Table of Contents:

 

Augmented customer service from A to Z

What is Augmented Reality?

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

The multi-billion dollar AR customer service market

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

  • Market Research Future predicts that AR is expected to grow into an $766 billion market by 2025.
  • Statista forecasts that around 1.7 billion mobile devices will support AR capabilities by 2024.
  • Thrive Analytics found that 73% of consumers reported satisfaction after using mobile AR.
  • Threekit.com reports that over 1 billion people worldwide use AR every day.

Enterprises are recognizing the massive opportunity that AR technology presents for enriching relationships with customers. Augmented customer service serves 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 areas such as: 

  • 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.

1. Using AR in field services

A popular augmented reality use case, AR enables field service organizations to easily carry out field repairs, provide access to remote experts when necessary, or provide remote augmented customer service, 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 the improved AR customer experience, which explains why best-in-class field service organizations are 72% more likely to utilize visual collaboration tools such as AR client service, compared to their peers.

2. Improving customer service in contact centers

In contact centers, augmented reality customer service 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, and
  • 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.

3. 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 augmented customer service will enhance client self service efficiency and customer satisfaction.  It will also reduce contact center volume, technician visits and no-fault-found returns. 

 

Customer Service Area

Using Augmented Customer Service

Field Service

AR in field services

Contact Center

TechSee live contact center

Self Service

Self-installation survey

 

Augmented Reality in 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 augmented reality in customer service can help your enterprise increase efficiency, reduce labor intensity and enhance customer satisfaction. 

Download our infographic depicting augmented reality customer service and discover the correlation between augmented reality and customer retention.

Hagai Shaham, Director of Strategic Accounts
Hagai joined TechSee in its beginnings in 2016 and has profound knowledge of its solutions and the audience it caters to. He is currently serving as TechSee's Director of Strategic Accounts to ensure clients realize the full value from their solutions and partnerships.

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