The word metaverse has been thrown around a lot recently, from the social media giant’s name change to Meta, their push on virtual reality, the boom of cryptocurrencies and NFTs, and videogame publishers pushing live events into their virtual worlds. You might think the metaverse is just a buzzword and a trending bubble waiting to pop. However, in reality, the market can become worth $800 billion dollars by 2024, as stated by PWC. Half of the market will be in online video games, and the rest will be in live entertainment and social media! It’s also speculated that within twenty years, over half a billion people will be fully immersed in virtual reality, on the metaverse, every single day.

There are companies already using virtual reality for their customer service, and with these numbers and estimates, it’s important to stay ahead of the game when it comes to providing an amazing customer experience. In this blog post, we will discuss examples of what customer service will look like in the metaverse, the benefits of providing customer service in the metaverse and whether or not your company should enter the metaverse realm.

Examples of Customer Support in the Metaverse

There are many ways your support team can assist customers on the metaverse. Currently, there are many companies already having virtual reality meetings, assistance and even onboarding of new hires. This is increasingly important as most companies are going remote, and therefore having your remote customer service team in an immersive setting is ideal.

Imagine your customer is having a problem with their computer, your team can directly see what hardware and software issues they are experiencing by being there virtually with the customer. With augmented reality, you can show them the parts they may need to replace, or which parts to take out.

Another example is helping a customer build their new product, for example, a piece of furniture they have ordered. Your support agents can directly guide the user through the installation process, rather than being there physically, or helping them on the phone.

Keeping track of your customers, whether on the metaverse or not is important when it comes to customer service. That is why having a free CRM, such as Moment is a great way to enhance your customer service.

Benefits of Providing Customer Support in the Metaverse

Here are some of the benefits of having your support team on the metaverse:

Saving Money
As we saw with the pandemic, many companies have gone remote and are saving a lot of money. The same goes for providing customer support. Supporting your customers virtually with VR and AR can save a lot of time, and company resources, such as company cars and transportation costs. Your support team can help customers virtually instead of having to physically be there.

Human Contact
By virtually assisting customers on the metaverse, you will add a human touch to your support process, compared to having a phone call. With Moment’s free live chat, you can deliver customer support on your website without having to sign up with a credit card, and it will soon have a video chat option, which is a great pre-metaverse option!

More Efficiency
By helping customers with augmented reality, you can quickly resolve issues, faster than a phone call. Your technicians will not need to drive to the customer’s house and can assist the customer in real time. This makes your business more efficient, but also eco-friendly, as you will no longer have to drive to the customer.

More Innovation
By riding the metaverse trend, your business will set itself apart from the competition. Omni-channel customer support is important, and adding VR and AR support can be a big part of your support arsenal. As we see social media giants moving towards the metaverse, you should prepare your business for next-gen social media platforms.

Should Your Company Enter The Metaverse?

Over 66% of customers have stated they are excited about the metaverse, and 57% of consumers have stated that the metaverse will address many of the problems the pandemic has caused. 79% of consumers believe that physical interaction allows them to treat each other better, which is important when it comes to customer service.

Overall, the metaverse is in its infancy, but that should not shy your business away from it. You can start by providing a good customer experience, provide remote support, and slowly transition into VR and AR customer service when the need arises. You will know when it’s ready to move into the metaverse, as it will be everywhere around you. The key is to be prepared for it!

Concluding Thoughts

The metaverse is creeping up, but there is no need to be anxious about it. It will have many benefits for businesses, consumers, the economy, and the environment! It will be important to slowly transition some of your customer support agents into the metaverse, to improve your omnichannel marketing and customer service efforts. Your business will save more money, will become more innovative, and will achieve more efficiency compared to traditional customer service efforts.

While you wait for the metaverse, you can use Moment as your free CRM in the meantime, to keep track of your customers, provide amazing customer service, and prepare your business for what’s to come.

See you in the metaverse! 💬