AR has emerged as an innovative customer service tool that allows brands an almost unlimited opportunity to interact with consumers on their mobile devices. AR creates a new digital experience that transforms the customer journey into a connected and immersive visual interactive experience, providing value that goes way beyond simple novelty. For example, using a smartphone, customers can access the product’s knowledge base with FAQs, instruction manuals, and training material displayed in an AR overlay. AR has been especially beneficial in the technical support domain, eliminating the back-and-forth so common in agent-customer interactions during technical support calls.
Blockchain technology is a digital ledger in which transactions made in bitcoin or another cryptocurrency are recorded chronologically and publicly. While blockchain has yet to be fully validated, the hype around it is at its peak. In customer service, blockchain is currently being analyzed for its ability to reinvigorate customer loyalty programs. With its cost efficiencies, frictionless digital systems, secure and near-real time transactions, brands are utilizing blockchain to offer the added value that would drive a competitive advantage.
Visual Assistance is an increasingly popular technology that enables enterprises to provide remote support to end users. It establishes a live video stream with the customer and overlays Augmented Reality annotations to provide step-by-step resolution guidance on their mobile screen. The technology has been proven to improve ROI by boosting efficiency in contact centers and field services, reducing truck rolls and dispatches, decreasing product return rates, and improving the overall customer experience. But first, it must be adopted. The greater the adoption of new technology, the more use cases can be applied and the greater the likelihood that the enterprise will see double digit improvements in their KPIs.
More info: what is wlan
