Scalability, engagement and efficiency have always been the pillars of unparalleled BPO services. Well, in addition to that, Augmented Reality (AR) and Virtual Reality (VR) in all seriousness are the need of the hour. Businesses that are planning to expand or fresh start-ups that are aiming to leave a mark always seek a quick response to customer queries. This is where AR & VR come into the picture and take the BPO space to an all-new level of delivering robust customer experience.
AR & VR drive the customer support market towards long-term growth and innovation by offering immersive & interactive experiences. Such technologies enable a real-time issue-fixing approach for customer support and ensure no gap is created between traditional support & modern solutions. Read on the blog to know how AR & VR are redefining the BPO services and how such technologies are changing interactions for good.
In this blog, let’s find out the key benefits of AR & VR in the customer support world.
Guiding customers through a long, complex troubleshooting process is one of the major challenges that agents often face. Well, one of the biggest benefits of AR in customer support is its ability to lessen this bottleneck. The technology fixes the issues by allowing agents to overlay digital instructions onto the device of the customer. This means that customers can point their device camera at the issues rather than getting confused with elusive verbal steps.
Gone are the good old days when agent training depended upon manuals, simulated calls and scripts. The role of AR & VR in customer support encompasses immersive training settings for new BPO agents. They are free to exercise various types of query handling and resolutions, troubleshooting and even emergency cases in a risk-free virtual space.
Virtual products are acting as a blessing for BPO services that are looking to improve sales handling & customer onboarding processes, all thanks to VR. Customers can understand all the features of a product through VR. This role of VR in customer support is beneficial to businesses across different domains, including retail, automotive and real estate.
From tech to healthcare, there are industries that can leverage AR-enabled customer support service as a tool to bridge the gap between support agents and customers. Customer service representatives can sense what a customer sees through AR applications and guide them using real-time visual annotations. This paves the way to a massive improvement in first call resolution rates and ensures BPOs don’t go through a lengthy process.
AR & VR are no longer limited to gaming and entertainment platforms. Such immersive technologies are setting foot in the BPO market, making the customer support experience more interactive, engaging and efficient than ever. With investment in these innovative solutions, companies go the extra mile in gaining a competitive edge in the market.
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