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How to Increase Customer Support with Augmented Reality

The Fundamentals of Augmented Reality (AR)

AR is defined as an augmented version of reality that uses digital information to overlay an image of anything being watched on a device (such as a smartphone camera). Augmented reality (AR) is a technology that blends digital content with the user’s real-world surroundings.

This indicates that virtual things may be seen and engaged with just as if they were real.

Airlines, for example, are using it to present customers with interactive maps that display the position of their gate and other crucial airport features. It relieves concern for passengers who are unfamiliar with the place.

Advantages of AR

1. It generates engaging experiences: AR makes shopping experiences more engaging by assisting consumers in better understanding everything. This is a significant advantage for companies because it permits them to engage consumers more effectively.

2. Contextual information is produced by AR: Using AR, customers may learn more about the products they are browsing. This enables people to rapidly and easily make well-informed decisions.

3. It creates trust: By accurately representing products, AR aids customers in developing confidence in businesses. Consumers no longer have to be concerned about things that do not appear the same in reality as they do in online previews.

How Augmented Reality Increases Customer Experience

1. Educating Customer Service Employees

Customer service training is vital to human connection, and augmented reality can improve efficiency. Staff must skillfully describe each item in companies that market a large range of products. AR apps can provide this knowledge without requiring employees to physically handle each product, allowing them to train in a short amount of time.

2. Getting Rid of Uncertainty in Purchase Decisions

When compared to physical businesses, online shopping offers drawbacks such as higher return rates. AR can help address this issue by developing interactive applications that create a full product impression, thereby increasing retailers’ SEO and marketing activities.

This AR aids in the enhancement of the user experience at both ends of the buyer’s journey. It reduces barriers before purchase by demonstrating how the product will affect the customer’s daily life. Consumers are less likely to return a product if they have a positive first impression of it.

3. Using Interactive Packaging to Provide Recommendations or Value Addition

AR’s influence on customer service extends beyond pre-sale procedures, with interactive packaging serving as an example. Consumers may view attractive images on a product’s packaging in this engaging way, creating a helpful and immersive interaction.

4. Try-before-you-buy Experiences

AR provides a two-pronged benefit at the point of sale (POS). At this stage in the buyer process, you may use technology to provide ‘try-before-you-buy’ experiences. Since the applications help overcome client challenges, they can help you increase sales.

An example of an AR-powered experience is virtual changing rooms. They’re a more handy option than trying on items in person. The Dressing Room app from Gap serves as a model for how such apps function.

Customers choose their chosen clothing before an AR-generated model attempts it on. The consumer may then examine the clothing and its fit from every aspect.

5. Recognizing and Reporting Product Flaws or Malfunctions

Many customers find it difficult to report product issues. Customers frequently lack a thorough grasp of a product and struggle to describe what went wrong to a support person. Several businesses are beginning to provide clients with AR apps for detecting defects. Consumers may inspect the parts of a broken product in real-time by holding their phone up to it. This makes it easier for a customer to report how and why the product failed to a service person.


AR is revolutionizing customer service by assisting with decision-making, product testing, and product knowledge. It also provides interactive packaging and self-service, leading to improved customer satisfaction, lower returns, and more revenues for retailers. This helps all parties involved and improves the overall consumer experience.