Integrating immersion into customer service operations
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As customer expectations about availability and ease of communication increase, traditional channels like voice and email are becoming increasingly insufficient. As 80% to 90% of communication is non-verbal, integrating new forms of communication enables you to better understand your customers and strengthen the brand relationship.
What about ROI?
Immersion doesn’t automatically reduce handling time, but it definitely increases first-contact resolution rates — by up to 30%.
As for e-commerce, the indicator to track is conversion rate. In some cases, sales have increased by 200% thanks to augmented reality.
An under-equipped market
As of today, only 13% of brands leverage immersive technology.
There are multiple reasons for this underutilization: inadequate knowledge about existing solutions, anticipation of integration issues, aversion to overcomplexity, budgetary constraints and security concerns. But, in the right hands, the advantages of immersive technology outweigh these resolvable issues.
The most ambitious approach to immersion is the metaverse. With its potential still unfolding, the metaverse will remain the center of attention for quite some time, supported by the arrival of new devices such as Apple’s Reality Pro. Current costs may be an obstacle to immediate mass adoption, but the Reality Pro will certainly inspire similar innovations.
A vast array of solutions
There are already many solutions available today, from integrated platforms by CCaaS suppliers like Genesys and Sprinklr, to immersion specialists like Snapcall, Apizzee, Techsee and our in-house solution Qelp.
Which solution is right for you? Team up with experts to find the perfect fit for your organization.
Only 13% of brands use immersive solutions for their customer service.