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<\/figure><\/div>\n\n\n\nWith this capability, the relationship between brand,\nmanufacturer and customer has the chance to become stronger, with enhanced\nvalue added along the customer journey through research, design, production,\nand now post-sales in customer support.<\/p>\n\n\n\n
New data show these technologies are increasingly being\nimplemented. A recent survey reported in TechRepublic1<\/sup> found that\n56% of businesses have implemented some form of mobile AR\/VR technology, and\nanother 35% are considering doing so. <\/p>\n\n\n\n Furthermore, a quarter of those surveyed said they have fully\ndeployed solutions and are looking to scale up AR\/VR use, especially given the\nchallenges posed by the COVID-19 pandemic.<\/p>\n\n\n\n Virtually Demonstrating Value Before the Sale<\/strong><\/p>\n\n\n\n Even before becoming a customer, virtual technologies can\nhelp build the right relationship today. The pre-sale phase involves initiating\ncontact with a prospective customer, identifying their unique needs,\nformulating an offer, overcoming any objections and closing the sale. For\nexample, an airline production engineer can now offer virtual designs and\nblueprints to a customer who wants to see the finished product ahead of time.<\/p>\n\n\n\n It is important to engage with the prospect here to build\nrapport, offer proof points and develop confidence to foster a stronger\ncustomer journey.<\/p>\n\n\n\n \u201cTry Before You Buy\u201d Visualizations<\/strong><\/p>\n\n\n\n AR\/VR can be effective in helping customers not only\nvisualize the blueprints or designs, but more specifically they can get a\nglimpse of how those specific designs will fit perfectly into their world.\nVirtual overlays can demonstrate how a particular interior design will fit\nperfectly into a specific airline being built.<\/p>\n\n\n\n Virtual Customer Support Post-Sales<\/strong><\/p>\n\n\n\n After the sale is made, the relationship with a customer\nbecomes even more important. Everything from warranties, upgrades and repairs,\nadditional installation and other troubleshooting is often required by the\ncustomer – no matter the product or industry. This is where customer loyalty is\nformulated and cemented as a long-term relationship.<\/p>\n\n\n\n Companies and their manufacturing partners are now\ndeveloping virtual and AR-enabled self-service tutorials and guides that help\ncustomers find everything they need right at their fingertips. Enhanced\ntechnologies like Artificial Intelligence (AI)-driven solutions are also being\nutilized. Through smartphone devices, customers can quickly access an entire\nproduct center with AI-enabled FAQs, manuals, training materials and detailed\nvideos where AR overlays are used. For example, airline manufacturers can\naddress or fix critical safety features or make adjustments to the software\nensuring a safer airplane.<\/p>\n\n\n\n Today, it\u2019s not just about getting the customer the answer\nthey need. It\u2019s about doing it efficiently and remotely to minimize human touch\npoints as much as possible. Virtual support enables customers to hold up their\nmobile device to a product and each part can be scanned and identified in real\ntime by a computer on the other end. Agents and chatbots can immediately\nidentify either the malfunction and solution or can easily identify each\ncomponent that needs to be replaced, enabling a seamless resolution.<\/p>\n\n\n\n The critical component in all of this is cloud technology,\nwhich enables manufacturers to access product designs in real-time, or allowing\ncustomers to access virtual FAQs, manuals and videos quickly. This easy access\nis not possible when manufacturers keep all data and records stored at their\nlocation (on-premise) since this type of legacy technology is either too slow\nto handle real-time interactions or there is not enough space to house all\nnecessary data. <\/p>\n\n\n\n Customer relationships with brands are quickly evolving, and\nCX is today\u2019s differentiator. Brands have recognized the game-changing\nabilities of introducing AR into their pre-sales, point of sale and post-sale\nsupport operations for the ultimate customer journey. With this type of\nadvanced technology, organizations will develop stronger, more successful\nlong-term relationships with their customers in a pandemic-safe environment.<\/p>\n\n\n\n About The Author:<\/strong> Dijam Panigrahi is Co-founder and COO of Grid Raster Inc., a leading provider of cloud-based AR\/VR platforms that power compelling high quality AR\/VR experiences on mobile devices for enterprises. For more information please visit www.gridraster.com<\/a>. <\/p>\n\n\n\n <\/p>\n\n\n\n![\"\"](\"\/wp-content\/uploads\/Headshot-Dijam.jpg\")