Augmented Reality (AR) and 3D technologies are revolutionizing various industries, including customer service. These innovative technologies are ushering in a new era of customer support, enhancing customer experience and taking it to unprecedented heights.
AR and 3D: An Overview
Typically, AR and 3D are most commonly associated with sales and marketing. Their ability to drive conversions and minimize returns by allowing customers to visualize products prior to purchase is widely recognized. However, these technologies are not confined to just sales and marketing. They are increasingly being deployed in customer service to provide superior support and an enriched customer experience.
A survey revealed that the use of AR in customer support increased customer satisfaction by 25% and boosted first-time fix rates by 39%. In this article, we'll explore three ways retail companies can integrate 3D and AR into their customer service process.
1. Highlighting Product Features
As online shopping gains more traction, customers are often apprehensive about the disparity between product images/descriptions and the actual product. Approximately half of the customers state that their aversion to online shopping stems from their inability to physically examine the products.
This is where 3D/AR technology can bridge the gap, showcasing product features and boosting customer confidence.
eCommerce Websites
Embedding 3D product models on eCommerce sites can preempt customer queries and concerns, improving the overall shopping experience. For instance, the fashion brand Rebecca Minkoff implemented 3D versions of their popular bags on their product pages, allowing customers to inspect the products from all angles and even visualize them in AR.
This not only enhanced the customer experience but also reduced the volume of product-related queries, freeing up the customer service team to address more critical issues.
Customer Service Calls/Demos
For high-value items, 3D/AR visualization might not suffice to reassure customers. In such cases, these technologies can be used during customer service calls and demos to recreate an in-store experience virtually.
For example, Peloton allows customers to visualize how their bikes would look in their homes using AR, eliminating questions regarding dimensions or specifications. However, customers might still have queries about the bike's features. An integrated 3D/AR customer service experience could allow customers to virtually place the bike in their environment and explore its features in real time using hotspots, with a salesperson addressing their queries.
2. Replacing Product Manuals
Traditionally, products come with instruction manuals. However, these manuals are often deemed tedious and boring. Research shows that nearly 50% of adults find instruction manuals dull, and approximately 25% of UK adults believe that using a product manual is the worst part of buying a gadget.
This has led customers to turn to platforms like YouTube for instructional videos. However, in the future, instead of watching a video, customers could use their smartphones, tablets, or AR glasses to overlay AR instructions directly on the product. This can be seen in the automotive industry, where companies like Mercedes-Benz and Hyundai are offering digital owner manuals that provide AR overlays.
3. Reporting or Repairing Product Issues
AR overlays can simplify the product repair process. Businesses can create 3D and AR tutorials that customers can overlay on products to diagnose and fix problems. Studies reveal that nearly 70% of customers prefer fixing issues themselves. In 2022, Dell introduced an AR app that provides step-by-step instructions on replacing common parts in their devices, reducing repair times and improving the customer service experience.
In situations where customers lack product knowledge and are unable to explain the issue, AR overlays can help identify product parts and report them to the customer service team for further assistance.
Start Your 3D and AR Customer Service Journey
Regardless of whether you're considering adding 3D or AR to your customer service experiences, you'll need to start by creating 3D models of your product catalogue. Once you have your 3D models, you can develop augmented reality (AR) visualization experiences.
While this may not be difficult, having an experienced partner by your side can ensure the success of your venture.
Tezda, a social commerce platform, offers a revolutionary shopping experience where customers can virtually try on clothes and accessories, explore furniture and home décor items in their own homes, and even take virtual tours of physical stores. Tezda also uses AI to recommend products to customers based on their past purchases and browsing history.
Join the beta program to get started and don't miss out on this opportunity to redefine your customer service experience through 3D/AR.
In Conclusion
AR and 3D technologies are transforming the customer service landscape, creating immersive experiences that not only resolve customer issues effectively but also enhance customer satisfaction. As more businesses realize the potential of these technologies, we can expect a future where AR and 3D become the norm rather than the exception in customer service.