We’ve all had bad customer service. Whether that’s due to waiting hours in a queue, talking to an automated system built in the 90s or stuck dealing with backwards processes that take up our time. The metaverse could change that for the better, into a more interactive and immersive experience—maybe real time virtual worlds will do away with those pesky queues for good.
Changing CX With the Metaverse
Customer experience and e-commerce won’t look the same in the coming decades, thanks to evolving technology that’s changing the way we browse, buy and bargain. Already, e-commerce platforms are being spearheaded into the new, spatial digital world through VR technology and virtual worlds. In the near future, the metaverse could provide a powerful new platform for e-commerce: Online shoppers could virtually try on clothes, test drive cars, and explore products in 3D before making a purchase. Brands could create immersive, interactive experiences that make shopping more fun and engaging, and because the metaverse will be accessible from anywhere in the world, businesses will be able to reach a global audience of potential customers; the market share of metaverse in e-commerce is expected to grow to more than 60 billion dollars by 2026.
And more importantly, customers themselves are optimistic about the ways in which the metaverse will transform their experiences. According to a recent survey from TalkDesk, the majority of consumers expect customer service to be significantly improved in digital worlds for a number of reasons. Firstly, they believe it will be easier to access product or brand information thanks to metaverse technology—for example, AR providing digital overlays displayed through a phone or high-tech glasses could provide seamless and easily-accessible information about a viewed product; including anything from the manufacturer to the retail price and materials used.
No More Mr. Robot
Moreover, customers said that they think it will be more interactive and practical to get assistance from a metaverse avatar in a virtual world instead of dealing with a soulless chatbot or an automated voice over a phone call. This has the potential to reduce the likelihood of customer frustration and anxiety, and so should increase the likelihood they get the help they need since the customer service processes will become more efficient.
Finally, people believe that metaverse customer service will be more personal. In a world where we are increasingly interacting with technology rather than other people, the ability to speak to and see a real person in a virtual world could create a more personal and human connection, allowing for immersive customer experiences without leaving the comfort of your own home. This could lead to improved customer satisfaction and loyalty, as well as providing an opportunity for brands to build deeper relationships with their customers.