Augmented reality is growing in popularity, with Google forecasting that hundreds of millions of devices will support AR capabilities in the coming years. And with AR expected to be an $80 billion market by 2025, enterprises are recognizing the massive opportunity the technology presents for improving its customer service 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 meet customer demand for service excellence, especially 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. This reduces technician error, improves training, and increases first time resolutions.
In contact centers, AR technologies empower agents to visually interact with customers, increasing efficiency, reducing drain on resources, improving contact center KPIs and enhancing CX through personalized and visual guidance.
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. This enhances self service efficiency, reduces contact center volume and technician visits and decreases no-fault-found returns.
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, download this informative Infographic.