How AR and VR Technologies are Driving Customer Experiences
How AR and VR Technologies are Driving Customer Experiences

Augmented Reality (AR) and Virtual Reality (VR) connect the physical and digital worlds. With AR and VR, you can soak in information in a manner that is similar to the way you would in the real world. So, if you’re shopping for a pair of glasses online, AR and VR technologies will exponentially improve that experience, making it possible for you to not just see the spectacle frames in 3D but also see how it would look on you.

AR and VR technologies have been around for a while. And even though there have been many use cases for these technologies, adoption had been slow. The COVID-19 pandemic changed all of that. 

Why Businesses are Using AR/VR to Enhance Customer Experience

AR/VR makes it easier for customers to visualize how a product will look in the context of its usage. Will, for instance, the treadmill fit into your bedroom, or will the sofa set go well with the décor of your living room? With AR/VR, you don’t have to imagine the answers to this question anymore, you can see just how they will look in your house, using little else but your smartphone camera.

Similarly, customer support can be made more accessible as AR technologies can help staff to visually interact with customers making the process efficient and simultaneously enhancing customer satisfaction. This could be implemented in industries as sophisticated as IT or as traditional as retail where you could help your customer fix an appliance s/he has bought from you without having to dispatch a technician.

AR and VR can help transport your customers to wherever they want to. This can be a great relationship-building exercise. For instance, The Armani store in Mumbai uses a VR device, where the customer can watch their latest line on the runway. More evolved real estate companies are using AR/VR to showcase properties to their potential clients from around the world. Tourism boards are inviting users to experience the best of their regions through AR/VR and inspiring them to travel there, thus driving business.

What Sectors Can AR/VR Help Transform?

E-commerce has embraced AR/VR like a few other sectors. According to industry estimates, the average cart abandonment rate in 2019 was 77.13 percent. Doubt was among the top reasons why shoppers abandoned their purchases. AR and VR can help customers recreate life-like shopping experiences and thus increase confidence in the product that they are looking to purchase. 

Nike has used VR to invite its customers to experience the journey of their product – from manufacturing to the stores – so they know how and where it was made.

The world runs on logistics and supply chains which in turn depend on the accuracy of data. AR can help automate warehousing activities that help reduce the margin of error and increase productivity. VR can be used to visualize the warehouse layout during the planning process.

From education to manufacturing and beyond, the sectors that can be revolutionized using AR and VR are endless. We have seen these technologies play an important role in the Fourth Industrial Revolution that we are living through. 

And it is no surprise that they will be at the very heart of the next step of evolution too as we transition into Metaverse and attempt to seamlessly bridge our real and virtual existence.
 

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