The rise of the metaverse is fast becoming one of the top business strategy conversations for contact centres, with many corporations scrambling to get on board and meet their customers wherever they may choose to reside.
Contact centres are pivotal to the metaverse as they can provide customer support and assist in resolving issues for the users within on alternative universe. For many companies that are sitting on the sidelines, what has become most apparent is that early adopters are the big winners in gaining customer loyalty, keeping agents happy and driving better business outcomes.
The metaverse is expected to be worth around $1 trillion by 2030. With over 4.7 billion people using the internet globally, the metaverse is set to become the next big thing. Companies are investing heavily in the metaverse, and many businesses are looking at ways to set up their contact centres in the virtual world.
Contact centres in the metaverse can be set up to provide real-time support to customers. The virtual world can offer an immersive experience where users can interact with agents through avatars. It can also provide a more personalised experience for customers as agents can access customer information in real-time, providing a more customised experience.
At the recent Big Data and AI World in Singapore, I spoke on the ability for customers to experience-set with contact centres, choosing who they want to speak to, in what tone of voice and language. This is revolutionary for customers and doable for contact centres seeking to heighten the experience of customers and improve agent attrition rates.
One of the biggest advantages of contact centres in the metaverse is the ability to provide support across different platforms. Users can access the metaverse through various devices, including mobile phones, computers and gaming consoles. By having contact centres set up in the metaverse, customers can receive support no matter which platform they are using, and at what time of the day they choose.
Companies like Amazon and Facebook have already started investing in the metaverse, and it’s only a matter of time before others follow suit. Amazon recently announced its plan to build its own metaverse, which it calls “New World”. The company plans to use this virtual world to provide a more immersive shopping experience for its customers.
The metaverse can also provide a more efficient way of handling customer inquiries. Agents can use the virtual world to provide customers with visual demonstrations, making it easier to explain complex issues. This can lead to faster resolution times and improve customer satisfaction rates.
In addition to customer support, the metaverse can also be used for employee training and development. Companies can create virtual training environments to teach new hires about the company’s products, services, and policies. This can lead to a more engaged workforce and can improve overall productivity.
The challenges of setting up in the metaverse
Setting up a contact centre in the metaverse is not without its challenges. Companies will need to invest in the necessary technology and infrastructure to ensure that they can provide real-time support to customers. They will also need to train their agents to work in a virtual environment and develop new policies and procedures to ensure that they are providing the best possible support.
The scarcity of IT coders needed to transform a company’s contact centre and create a new environment is yet another burden for contact centres setting up in the metaverse.
As companies navigate their metaverse strategy, early adopters are spending millions on setting up to become major players. This cost is set to come down as new, easy to use technology platforms allow for fast deployment of contact centres in the metaverse.
6 Steps Every Contact Centre Needs To Take
To set up a contact centre in the metaverse, the following steps should be taken:
- Determine the type of metaverse platform to use: The first step to setting up a contact centre in the metaverse is to choose a platform that fits the needs of the business. Platforms like Second Life, VRChat, and Sansar are popular choices for businesses looking to set up a presence in the metaverse. Each platform has its own unique features and target audience, so it’s important to do research to determine which platform is best suited for the business.
- Build a virtual space: Once a platform is chosen, the next step is to build a virtual space for the contact centre. This space should be designed to provide a comfortable and visually appealing environment for customers to interact with agents. Virtual spaces can be built using in-platform building tools or by hiring a team of designers to create a custom space.
- Hire and train agents: Agents who will be interacting with customers in the virtual space must be hired and trained to use the platform and to provide exceptional customer service. Agents must be able to respond to inquiries and provide assistance in real-time while maintaining a professional demeanor.
- Integrate with existing systems: Contact centres that are already using customer relationship management (CRM) software and other tools must integrate those systems with the metaverse platform. This will ensure that agents have access to customer data and can provide seamless service.
- Advertise the presence in the metaverse: Once the virtual space is built and agents are trained, the contact centre must advertise its presence in the metaverse. This can be done through social media, email campaigns and advertising within the metaverse platform itself.
- Monitor performance and adjust as needed: As with any new business venture, it’s important to monitor performance and adjust as needed. Contact centres in the metaverse should track metrics like customer satisfaction, response time, and ticket resolution rate. This data can be used to make adjustments and improvements to the virtual space and customer experience.
Customer experience: Uniquely transformable
Customer experience in the metaverse is a new and unique experience that is different from traditional customer service interactions. In the metaverse, customers can interact with agents in a virtual space using avatars, which can create a more personalised and immersive experience.
One advantage of the metaverse is that it allows customers to receive support from anywhere in the world, without the need for travel. Customers can also receive support at any time, as contact centres in the metaverse operate 24/7. –which in itself is game changing.
In the metaverse, customers can receive support through a range of channels including voice, text chat and video chat. These channels allow customers to choose the channel that they are most comfortable with, and agents can tailor their communication to match the customer’s preference.
Additionally, the metaverse can provide a more visual and interactive experience. For example, agents can use virtual objects to illustrate points or to demonstrate how to use a product or service. This can help customers to better understand complex issues and increase their confidence in the company’s products and services.
Another advantage of the metaverse is that it allows for more personalised experiences. Contact centres can use customer data to tailor interactions to the individual customer’s needs and preferences. If a customer has previously contacted the company about a specific issue, the agent can quickly access that information and provide a more personalised response.
The metaverse is a new and innovative way for companies to provide customer support. By offering personalised and immersive experiences, contact centres in the metaverse can build stronger relationships with their customers and set themselves apart from their competitors.
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