Metaverse customer service is a way for companies to use digital 3D environments to interact with customers in real-time, both before and after a purchase. By providing customer service in the metaverse, businesses have the opportunity to create unique and efficient experiences for their customers. The support given in this manner could be faster, less frustrating for both sides and more precise than traditional methods.
Why Metaverse Support?
The traditional customer service model, which often relies on phone calls, can lead to misunderstandings and difficulties in solving problems. For example, when trying to explain an issue with a broken fridge over the phone, it can be hard for customers to effectively communicate their problem, and for the agent to provide accurate assistance. This can lead to frustration for both parties.
With remote visual support, customers can see agents face to face. The result is a genuine human connection – something that’s being called “visual empathy.” Together, they can slash the friction and work toward a solution.
The role of customer service teams will be vital in the metaverse, with the ability to provide efficient and personalized assistance through remote visual support and augmented reality tools. For example, if my refrigerator is not functioning properly, I could initiate a video call with a customer service representative by simply scanning a QR code located inside the fridge, without needing to download any additional software. As I explain the issue, the agent would utilize machine vision technology to determine the make, model, and warranty status of my refrigerator. Additionally, they could utilize an augmented reality screen overlay on their device to display the specifications of my refrigerator, while an AI system generates a troubleshooting guide in the background.
Remote visual support allows customers to interact with agents face-to-face, fostering a sense of “visual empathy” and making it easier to work towards a solution. By existing in the same virtual space, issues can be solved more efficiently, using features such as product demonstrations, and troubleshooting instructions provided with minimal disconnect. Using the Metaverse, where customer support takes place in a virtual environment, eliminates the need for physical contact, and the use of AR tools and the customer’s device camera helps to more effectively pinpoint and troubleshoot the problem. As a result, metaverse tools undeniably can help everyone solve issues faster and in a more effective manner.
How to provide Metaverse Support?
It is yet to be determined how companies can effectively provide customer support within the metaverse. For customer service departments, the metaverse represents a new type of online presence and requires a shift in approach. Similar to having employees available in a physical store, companies will need to schedule staff to interact with customers in the metaverse, or have staff ready to take over from automated avatars. In any case, communication in the metaverse will likely involve a variety of modes, such as talking, messaging, and sharing visuals, which could lead to faster problem resolution.
For example, Helpshift’s Metashift product enables mobile game developers to offer customer support within the metaverse by giving companies the ability to let users give feedback and report bugs within the app and augmented reality experiences.
Tips for Managing Support in Metaverse Projects
Managing support in metaverse projects can be a complex task. It involves dealing with a wide range of technical and non-technical issues, as well as a diverse community of users. Here are some tips that can be useful:
Establish clear guidelines and policies: To ensure acceptable behavior within the metaverse, communicate your expectations to users and set up guidelines and policies. Clarify what types of activities and content are allowed, and the consequences of breaking the rules.
Build a strong community: Encourage user engagement and participation by providing opportunities for users to connect, share ideas, and collaborate. A strong community can help self-regulate and provide support to each other.
Provide multiple channels for support: Offer multiple channels for users to get help, such as a forum, a help center, or a live chat support system. Consider creating a bot chat that asks common or necessary questions before transferring the conversation to a human representative.
Hire a dedicated support team: As your project grows, you may need to hire a dedicated support team. They should be trained to handle technical and non-technical issues, responsive, empathetic, and patient when dealing with users.
Be transparent: Be transparent about any issues in the metaverse, and communicate openly and honestly with users about how you’re resolving them. This builds trust and confidence in the community.
Continuously improve: Gather feedback from users and analyze metrics to understand what is working well and what needs improvement in your support strategy. Implement necessary changes and consider implementing a CSAT.
Be prepared for scaling: Create a plan for handling large numbers of users.
Remember, support management is an ongoing process. Stay on top of it as your project evolves.