Sunday, June 24, 2018
CX Tech

5 Real Uses for Virtual Reality in Customer Experience

David Balaban
June 01, 2018

The evolution of technology wouldn’t be possible without businesses’ natural pursuit of competitive advantage via new ways of engaging customers. Virtual reality (VR) is undoubtedly one of the most promising technologies when it comes to delivering an exceptional customer experience. Getting the hang of this fascinating tech helps organizations significantly brighten their customers’ journey.

The VR technology has made a quantum leap over the past few years, with an ambition to revolutionize mainstream markets. The global virtual reality and augmented reality market size may reach $215 billion by 2021.

VR boasts a nearly infinite potential, with applications in education, medicine, retail, and numerous other domains. Here are a few examples of practical uses for virtual reality in customer experience.

Real uses for VR 1

Yamaha customers can use a special headset to scrutinize the mechanics of their motorbike and see virtual renders of the bike’s anatomy, engine status, composition of the fuel mixture, and hundreds of parameters coming from sensors. VR emotionalizes the interaction with the high-tech product, serving data in an easily digestible way and reflecting machine components that customers would otherwise never see.

Real uses for VR 2

Alibaba enables customers to virtually stroll around shopping centers in different countries and purchase goods without leaving home. More than 8 million shoppers have already used this service.

Real uses for VR 3

Kabaq app allows consumers to preview the menu in sit-down restaurants or when ordering food online. The true-to-life 3D models are displayed under multiple angles and zoom levels as if the offerings were on a plate right in front of you. This app gives the customer a better idea of the portion size and ingredients.

Real uses for VR 4

The New York Times leverages VR for storytelling. Readers can visualize the events described in some editions of the newspaper. The tech allows telling a story about a remote place while establishing an emotional connection with the characters.

Real uses for VR 5

Enabling people to build online communities is one of Facebook’s top priorities. The service has taken this idea to a whole new level by launching a VR version of the social network. With every user having their own avatar, they are able to virtually connect in new ways.

VR is not only a fun concept, but it is really making a difference. Here are the key benefits of this technology CX-wise:

  • It saves time and money.
  • It helps establish positive emotional connections prior to the deal, sale or trip.
  • It evokes an immediate sense of ownership.
  • It enables global reach.

We are already witnessing virtual worlds making brands come alive, but this is just the beginning of a road that will bring us toward unexpected drifts.

David Balaban
David Balaban
David Balaban is a computer security researcher with over 15 years of experience in malware analysis and antivirus software evaluation. David runs the Privacy-PC.com project which presents expert opinions on contemporary information security matters, including social engineering, penetration testing, threat intelligence, online privacy and white hat hacking. David has a strong malware troubleshooting background, with the recent focus on ransomware countermeasures.
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