The metaverse, a virtual world where people can interact with each other and digital objects, is quickly becoming a reality. With the rise of virtual reality (VR) and augmented reality (AR) technology, businesses have a unique opportunity to enhance customer experiences and create new ways for customers to interact with their brands.
The metaverse runs on different platforms some of the leading are Decentraland, The Sandbox, Bloktopia, Roblox, and many others. In this blog, we’ll explore how CX in the metaverse will transform the way customers interact with brands and how it will impact customer loyalty.
How the Metaverse is Part of Daily Life
The metaverse is a virtual world where people are now interacting with each other and digital objects in real-time.
It’s becoming a place where people can escape reality and enter into a digital world where they can engage in activities like gaming, shopping, socializing, buying property, and more. The metaverse is more than just a digital world; it’s a space where people can connect, create, and experience new things. Those experiences like every channel need customer support and brand ambassadors to help ensure the customer’s journey is pleasant and runs smoothly.
How it will Transform Customer Experiences
According to Mckinsey, 59% of customers say they’re excited to shop in an immersive world. One of the biggest benefits of CX in the metaverse is the ability to create immersive and interactive experiences.
According to NielsenIQ, 56% of shoppers said that AR gives them more confidence about the quality of a product; 61% said they prefer to shop with retailers that offer AR experiences.
With VR and AR technology, businesses can create virtual environments where customers can experience their brand in a new and exciting way. For example, a fashion brand can create a virtual runway show where customers can experience the latest collection in a 360-degree environment. A beauty brand can create a virtual makeup studio where customers can try on products and see how they look in real-time. And non-fungible token NFTs are unique digital identifiers that can really be anything digital (such as drawings, music, or your brain downloaded and turned into an AI). These are being used by brands as a way to engage and entertain customers as unique collectible items. Top brands are investing, planning, and already providing unique experiences for their customers in the metaverse. From Microsoft developing virtual meetings for Teams to Louis Vuitton creating an interactive game for their 200th anniversary, the experiences are diverse.
Luxury brands in particular are beginning to explore these avenues, one notable example being the Gucci Garden on Roblox. Gucci has also focused on investing in Sandbox land and creating incredible NFTs like its collectible Dionysus bag, which sold for 350,000 Robux cryptocurrency that equals about $4,115. Nike bought RTFK which is a leading digital NFT creator of virtual sneakers, collectibles, and so on.
Another benefit of CX in the metaverse is the ability to personalize experiences for each customer. With data and analytics, businesses can gather information about their customers and use that information to create tailored experiences. For example, a customer’s previous purchases and interests can be used to create a personalized shopping experience in the metaverse.
New Ways of Support
Contact center agents play a crucial role in providing customer support and building customer loyalty. In the metaverse, contact center agents will be able to interact with customers in new and exciting ways.
One way that contact center agents will be part of the metaverse is through virtual 3D environments that will be able to interact with customers in real time. They will be able to assist customers before, during, and after a sale or experience in a more present and attentive way. This will allow customers to get support from the comfort of their own virtual world, making the support experience easier, more convenient, and more enjoyable.
An example would be how a technical advisor can help a customer with a troubleshooting problem by demonstrating step-by-step the solution. Support would be faster and by being right there in the same 3D space easier to interact with.
Can you imagine the type of instant support you can gain as a customer when buying clothing, you can try it out then ask the virtual sales associate specific questions about the product’s material, cut and any other questions all in the comfort of your home.
Advisors Becoming Ambassadors
Another way that contact center agents will be part of the metaverse is through avatar-based customer service. Agents will have the ability to represent their brand in the metaverse through an avatar, making the customer service experience more personal and enjoyable. Avatars will allow agents to provide support in a more engaging and interactive way, helping to build stronger relationships with customers.
Moreover, the metaverse provides businesses with the opportunity to collect data and analytics on customer interactions. This data can be used to improve customer experiences and provide better support.
CX agents will have access to this data and be able to use it to provide better customer service and support.
Contact center advisors will play a key role in the metaverse by providing customer support and building customer loyalty. Through virtual customer service environments, avatar-based customer service, and access to data and analytics, contact center agents will be able to provide an exceptional customer experience and drive customer loyalty.
Drive Customer Loyalty
CX in the metaverse will drive customer loyalty in several ways. First, by providing customers with unique and immersive experiences, businesses can create a strong emotional connection with their brand. This emotional connection can lead to increased customer loyalty and repeat business.
Second, the ability to personalize experiences in the metaverse will make customers feel valued and understood. When customers feel valued, they are more likely to be loyal to a brand.
Finally, the metaverse provides businesses with an opportunity to create a sense of community and belonging. By creating virtual environments where customers can interact with each other and the brand, businesses can create a strong sense of community and build loyalty.
CX in the metaverse is poised to transform the way customers interact with brands and impact customer loyalty. With the ability to create immersive and interactive experiences and personalized experiences for each customer, businesses have the opportunity to create a strong emotional connection with their customers and build loyalty. The metaverse is the future of customer experiences and businesses that embrace it will reap the benefits of increased customer retention and loyalty.
Now ask yourself, how can I support my customers differently in the metaverse?
And how can that translate to other channels?
Source: RAYA Customer Experience