Immersive support will allow some of the most personal customer support interactions ever, transcending existing audio-visual capabilities.
Instead of guiding your customer with instructions over the phone, it will now be possible to ‘meet’ them in simulated 3D spaces, and see their issue exactly as they do.
Not only will this give a ‘face’ to customer support to help humanize agents to customers – albeit an avatar in some platforms – it gives both parties a chance to interact with one another in far more meaningful ways than were previously possible.
Video game equivalents for this method are nothing new. For a long time in many popular online games, it has been possible to contact a ‘GM’ or Game Master. These customer support representatives are available within the game itself. They provide the kind of interaction that can be extremely valuable as it is ‘in-product’, and removes the need for your customer to leave the environment or experience to get help.
Immersion is a critical factor - so helping your customers to stay immersed, while at the same time being able to contact your agents, is an important way you can increase their enjoyment and reduce frustration.