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How do AR and VR Augment Client Experience to A Whole New Level?

How do AR and VR Augment Client Experience to A Whole New Level?

The margin between the Virtual World and the Real World keeps blurring, and Virtual Reality (VR) and Augmented Reality (AR) are technologies that keep disrupting this border by delivering breathtaking experiences for their users. These immersive technologies are no longer “the raindrop that triggered a flood” in the technology world; they have dwelled on the industrial and commercial world for several years and are now affecting business-customer relationships. AR and VR technologies play a vital role in elevating CX or Customer Experience in many industrial domains. This article probes how AR and VR technology was optimised from a new shiny toy to a must-have upgrade in the business world to attract their clients and deliver value through an immersive experience. After reading this article, you can understand why companies are constantly relying on new technologies like AR and VR to elevate the engagement of their products with clients and how it affects their brands.

How Can AR and VR Technology Help Your Business Attract Clients?

In the domain of Customer Experience, VR lets the customer submerge into a completely virtual world to experience the uses of the product in entirely computer-generated environments. On the other hand, AR uses the client’s real-world (live) environment, adds a digital element to it, and provides a 3D digital experience or demonstration of the product in the live setting. Learning about these technologies is crucial if you are planning to nurture the value and bottom-line efficiency of your business. Enhancing the customer experiences of your company and getting recognition and positive feedback from clients is a critical driver in scaffolding and initiating a convenient client decision-making process and psychologically compel them to demand your products or services even for a premium price.

Why Do Leading Companies Acknowledge AR and VR as Customer-xperience-elevating Technologies?

Customer Experience (CX) is the most critical phase in enriching CRM processes in any company; the more positive the CX gets, the more lucrative results and value the company would achieve. This is why companies are constantly challenged in finding better and innovative ways to advance client experiences and by replacing traditional marketing methods with flexible, effective, and agile approaches that respond to dynamic clients’ needs at a granular level. As the rate of digitisation and globalisation keeps breaking records every year, the need for popularisation of goods and services of companies is meeting strictly competitive demands every day. Thus, AR and VR became the next big trend for forward-looking companies to compel and impress their clients by showing their products through a whole different perspective.

As quoted by the Zion Market Research, it was forecasted that the AR and VR market would cap USD 814.7 billion by 2025, which shows a high CAGR of 63.01% from 2019 to 2025. The Intrado Global Newswire Article also further explained how these two technological breakthroughs kept disrupting a range of other industries. This implies how AR and VR technologies have gained momentum in facilitating conglomerates in various ways. Interestingly, the companies of the digital age that have exploited the functionalities of these technologies have gained a lot of advantages.

Advantages of Using AR and VR in CX

There are several advantages for companies that harness the capabilities of AR and VR technologies to optimise the customer experiences of their clientele. Here are some of the most substantial benefits of using AR and VR for CRM processes.

Advantages of Using VR in Enhancing CX

Virtual Client Experiences

Companies have opened a new channel of allowing their clients to shop by browsing a virtual store using VR technology. This will enable clients to have real-like high-street shopping experiences but on a virtual platform. Also, another instance where VR enhances CX is when clients tour facilities and learn about the services they offer. Especially in the Hotel Industry, the clients can simply log into a digital replication of hotel rooms and check services and amenities as if they have visited the hotel in person.

VR- empowered Marketing

VR technology facilitates marketing a great deal. Clients can simply get unprecedented experiences in trying out products or services such as virtual test drives of various automobiles. This method increases the engagement of clients and engraves an impactful memory of the product in their minds which is exceptionally efficient for companies in attracting more clients.

Advantages of Using AR in Enhancing CX

Contactless Tryouts

Clients can use the AR features of apps to try out products on themselves using online features without touching the products in real. For example, suppose the client is shopping for a bracelet. In that case, he or she can use the AR features embedded in a bracelet company’s app to superimpose a 3D model of the bracelet on his or her hand using the camera of the phone. These advantages are beneficial during the pandemic because it ensures that the clients can shop within the comfort of their homes.

Immersive Product Experiences

With client entertainment and purposeful results encouraged via gamification, companies can compel clients to participate in fun challenges and go on a client trial journey or learn something new about a product using AR. A smartphone app can help the client download and enter an omnichannel where they can manipulate an overlay of AR-powered tools for a more submerged product experience.

Use Cases Where Companies Used AR and VR To Bring Modern Experiences for Their Customers

Currently, many well-reputed multinational companies who are thriving in the industrial world use the functionalities of AR and VR to bring eventful customer experiences to their target clients. Here are some of the most intriguing events where companies combined the power of marketing and AR and VR technologies to host memorable customer-oriented events.

IKEA is a Sweden furniture conglomerate that has expanded worldwide and is well-reputed for providing quality furniture products for considerable prices. With the emergence of AR, IKEA launched an app called ‘IKEA Place,’ for their customers to place digital models of IKEA products with various sizes and designs (which enable access to try out 3200+ IKEA Products) in their home ground to determine the best IKEA product for their homes, offices, and other places. The Leader of Digital Transformation at Inter IKEA Systems, namely Michael Valdsgaard, says, “Augmented reality and virtual reality will be a total game-changer for retail in the same way as the internet,” and he adds, “Only this time, much faster.”. To further illustrate the convenience and fun of using ‘IKEA Place,’ IKEA aired a Gameshow Series called ‘Matchers Keepers’, where people who need furniture and shares them, would use the app to see whether their tastes match. As a result, IKEA gave the convenience of trying out IKEA products through the phone before buying them to over 100 million Android Users all over the World. IKEA projected this approach to boost online sales to reach USD 5.9 billion by 2020 and also to facilitate the clients when deciding the most fitting and comfortable furniture for them.

American Express
In 2015, American Express (Amex) hosted some immersive activities for attendees in a US Open. A VR-based game which was called “You Vs Sharapova ” by Amex enabled fans to play a tennis match with a visual representation of the world-renowned Tennis Star: Maria Sharapova. Again in 2017, they managed to launch an even more advanced game called “Air Tennis,” which was an amalgamation of responsive and custom-built technologies. Here the fans went on a head-to-head battle with an AI opponent to win Tennis matches. Thirdly, they used AR technologies in a music and arts festival in California to bring a shoppable augmented environment for cardholders to buy merchandise from anywhere on the premises of the event ground. The most exciting fact of this use case is that Amex being a finance brand and not having a touchable product to market, still used immersive experiential tactics using AR and VR to enhance client experiences. This is a well-known example that shows how innovative employment of the features of AR and VR technology can bring forth unique brand names for any company and earn enough points from millions of happy customers.

AR and VR with Cerexio

Cerexio is one of the few software solution providers in Singapore that allows foolproof and battle-tested AR and VR capabilities in their Software Solutions. These solutions are enhanced by these immersive technologies to help industrial leaders maximise their yields and minimise efforts in convincing their clients that they are already unchallenged by competitors and can meet the specific demands of clients at a granular level. Connect with Cerexio to learn how we can help you develop a solution that empowers your corporate-specific needs with these new-age technological advancements.

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