Augmented Reality in Customer Experience

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March, 2021

How Augmented Reality Works

Augmented Reality (AR) technology in Customer Experience is the overlaying of virtual elements onto a physical picture, thereby allowing the user to visualise impacts or enhancements through displays such as HoloLens or Google Glass or the camera view of a smartphone or tablet.

Unlike virtual reality, which transforms you into a different scenario, AR relies on beautifully produced virtual elements. These things create magical interactions, allowing the interweaving of information, designs, or that sofa into a physical reality. As a result, the user gets to analyse the specifics in a situation.

Virtual Reality with RayBan

AR in Customer Experience

Although AR is a relative newcomer in customer experience, a prediction states that it will overtake the use of virtual reality (VR) by 2020. Projections put VR at $30 billion, with AR at $90 billion.

Technological advancements in the use of hands-free AR working now allow the user to work on new processes, thereby highlighting problems or irregularities and then fixing them before implementation through visual models, voice recognition, and real-time communication.

These extras transfer quickly to the consumer technician environment with tools such as Service Technician mobile app by SAP providing precisely that.

The adage of 'the customer is always right' rings true these days, and satisfactory customer experience is critical in providing that. Therefore, VR and AR's integration is at the forefront of the Omnichannel customer experience.

Cooperation between communication channels allows the customer to add items to their shopping cart in VR, visualise items in-situ, implement changes or solutions, all from their smartphone or tablet.

The Salesforce Customer Success Platform is one such omnichannel allowing businesses to redefine customer experience across all channels.

In Conclusion

Ultimately commercial AR is about integrating technologies to be more accessible, convenient, and fun for the customer.

No one suggests that we should now live in a digital replicas world, more than digitalisation can be used as a medium for turning customers' experience into a specific and real adventure.

Contact us to start your journey with Augmented Reality.