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Customer Support in the Metaverse? It’s Closer than You Might Think

I’ll admit it: the metaverse is still a fluffy term. Although we have the tools to build the metaverse, we don’t know how the end result will shape up, as the success of the metaverse depends on adoption and human-driven interactions.

What we do know is that the current customer care model isn’t working, but software like augmented reality (AR) and remote video tech can help.

Here, I’ll explain the problems with the standard approach to customer support. I’ll then walk through the current state of AR and video tech, and I’ll preview what these tools can do for the future of customer support. 


Why We Need a Metaverse-Enabled Customer Support Experience

The traditional model of customer support has inconveniences and costs that fail to meet customers’ and companies’ needs. 

In my experience, these problems are clearer than ever. My “Add 30 Seconds” button recently broke on my microwave, so I called the manufacturer’s customer support line. After multiple transfers and hours on hold, they dispatched a tech for a button replacement. But the company had sourced the wrong switch, so the tech returned weeks later to replace the whole microwave.

In the end, the company had to replace a $700 microwave to wrap up a deeply frustrating customer experience. If it had the tools to troubleshoot in real-time, it would have only paid $7 for the button itself. 

We need a customer support solution that minimizes frustration and costs – and the metaverse can help. Customers are overwhelmingly excited about the metaverse, and they plan to spend more time there in the future. As the metaverse booms, companies have the chance to start meeting customer expectations today. 

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With AR and Remote Video Tech, the Building Blocks are Here

How can customer care teams start building a metaverse experience for customer support? AR and remote video software provide the tools you need to bring customer support into the future. 

With remote video tech, a customer can use their mobile device to video-call an agent for support. The agent can then mark up their AR-enabled video to guide the customer through troubleshooting. 

When customer care teams use this software, everyone benefits. Remote video tech helps agents and customers see each other face to face, enabling what we call “visual empathy.” An empathetic connection can ease tensions and empower both parties to focus on the problem at hand. And with AR-enabled video, agents can provide more comprehensive support to resolve issues faster.

The result: customers receive stress-free support that actually solves their problems. With satisfied customers, companies can avoid paying for costly truck rolls or product replacements. 

If we have the tools to create customer support in the metaverse, why isn’t it already here? The reality is that investors are just now starting to watch this tech – and people are still reluctant to adopt it. Without greater investment and adoption, developers can’t adapt this tech to agents’ and customers’ needs. 

Still, there’s good news. It’s clear that AR and video tech will be central to a metaverse experience for customer support. 


In the Metaverse, Customer Support Might Look Like a Sci-Fi Movie

We know what’s possible now, but what might customer support look like in the metaverse? With AR and video tech, customer support could use overlays, holograms, and back-end integration to deliver resolve issues faster. 

To illustrate this, let’s revisit my microwave problem. Instead of phoning their support team, say I scan a QR code on my microwave to initiate a video call with the next available agent. Image recognition technology can confirm my microwave’s make, model, and warranty status. Then, the agent can use AR to overlay my device specs on their screen. 

To begin the troubleshooting process, an AI engine can use real-time analytics and historical data to identify my issue’s probable cause and recommend next steps. Next, the agent can walk me through each step over video – maybe even using a 3D AR overlay to point out hard-to-find parts. If we speak different languages, they can auto-translate our speech for seamless communication.

Once the agent identifies my problem, back-end integration identifies the specific button I need and where to source it from. The agent can order the button with one click, and AI can use historical data to recommend either a guided self-installation or a tech dispatch.

If I’m able to install the button myself, the support team would be notified once it arrives at my doorstep. I would receive guided self-installation using the same AR and video tools as before. 

This metaverse-enabled interaction leaves me happy as a customer because I received personalized support with fewer communication missteps. On the agent’s side, their low-frustration experience enhances focus on the task at hand. And the company saves money on truck rolls and product replacements, unless they’re absolutely necessary. 

With this tech-forward, data-driven approach, agents can stay one step ahead of the customer to deliver the best available support. Although this may sound futuristic, we have the tools we need to facilitate this level of virtual interaction in the next five or so years. It’s an exciting frontier for customers and companies alike. 


Begin Your Metaverse Journey with Blitzz

A metaverse-enabled customer care model may seem useful, but how many services provide the right tools? 

With Blitzz, your team can have the industry-specific tech you need to meet your customers’ needs. Our AR-enhanced video tech helps you deliver customer support with speed and accuracy. These tools can help bring your customer care team into the metaverse. 

Interested in learning more? Try a demo today.

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