Infographic – AR in Customer Service
Augmented Reality (AR) – the ability to overlay and share physical objects, spaces and images on mobile devices – is revolutionizing the customer experience across multiple industries. AR has emerged as an innovative tool that allows enterprises an almost unlimited opportunity to interact with consumers on their mobile devices. AR is expected to grow into an $80 billion market by 2025, with Google forecasting that hundreds of millions of mobile devices will support AR capabilities in the coming years.
Enterprises are recognizing the massive opportunity the technology presents for enriching the relationship with customers, and serving as a powerful new mechanism for companies to meet customer demands for service excellence at scale.
With an expected two billion active mobile AR users by 2022, and 60% – 70% of consumers reportedly seeing clear benefits in using AR in their daily life and at work, enterprises are turning to AR to help them better support their customers by providing Augmented Reality remote assistance, a powerful collaborative solution for remote guidance. More efficient than auditory communication, visually highlighting the desired action enables the customer to comprehend and execute the instructions faster and more satisfactorily. This has proven to be especially beneficial in the areas of field service, contact centers and self-service.
AR enables field service organizations to easily execute field repairs, gain 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. This explains why best-in-class field service organizations are 72% more likely to utilize visual collaboration tools such as AR, over their peers.
In contact centers, AR technologies empower agents to visually interact with customers as ‘virtual technicians,’ increasing efficiency, reducing drain on resources, improving contact center KPIs and enhancing CX through personalized and visual guidance. AR remote assistance has been proven to increase First Call Resolution by 20% and decrease the need for technician dispatched by 17%.
AR-based self service allows customers to use their smartphone to access a product’s knowledge base with FAQs, manuals and training material, encouraging customers to effectively resolve issues on their own. With 40% of consumers choosing to receive setup instructions on their mobile device and 71% preferring visual guidance self-installation methods, providing AR-based self-service will clearly enhance customer self service efficiency and customer satisfaction. It will also reduce contact center volume, technician visits and no-fault-found returns.
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?
To 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.