Growth Strategies

What Role does the Metaverse Play in the Future of Customer Service?

What Role does the Metaverse Play in the Future of Customer Service

In the past, when companies wanted to advertise their products, they had to produce printed catalogs, posters, or TV and radio commercials. Today, digital marketing is the way to go. Its increased demand, owned to its reliable methods and flexible strategies, makes it the most accessible tool for businesses, especially small ones.

Lately, the digital space has seen genuine blooming interest in the integration of VR and metaverse experiences. Some businesses begin beta testing virtual avatars as part of their customer service experience. They have seen some amazing outcomes. As a result, this article will discuss why metaverse is worth following and what its place is in the future of customer service.

What is the Metaverse?

The metaverse is a concept that refers to a global, collectively intelligent, interconnected, virtual environment. It’s a future version of the internet where all virtual reality and augmented reality experiences are connected, including things like virtual worlds, artificial intelligence, and holograms. The metaverse also features natural language processing and artificial intelligence so people can communicate with each other.

The concept of the metaverse was first introduced by the science fiction author Neal Stephenson in the novel Snow Crash. The idea behind the metaverse was that virtual reality would one day become so advanced that it would be able to host entire experiences that felt real in an “unreal” setting. Since then, the metaverse concept has only become more relevant as technology has evolved and more people across the globe have started to get online.

Also read: Tips for Optimizing Your Customer Service Approach in 2022

The Role of Virtual and Augmented Reality

You can use VR and AR technologies to create brand experiences completely different from what the customers have previously used. It helps brands to stand out and engage their audiences like never before. It is because most companies are now delivering their services digitally. For example, using live chat or email to communicate with a company when shopping online is common.

In such instances, you can use VR and AR technology to create an interactive virtual experience that’s not available to other consumers. As a result, because they want to create an engaging customer experience, brands want to integrate AR and VR into their marketing strategy. They do this by creating virtual tours that showcase the interior of a retail store, for example. They also do it by creating AR experiences at marketing events, such as trade shows.

Why Brands Adopt VR and AR Technologies

VR and AR technologies can help brands to offer customized and personal experiences. As a result, customers are likely to feel more valued because their needs are being met in a way that nowhere else they can experience it.

In addition to this, customers are becoming more and more familiar with VR and AR technologies. As a result, they will expect brands to offer them digital interactions. It is particularly true of young digital natives, who make up an important part of many brands’ audiences.

Also read: The Future of Virtual Reality in the Business Industry

How Virtual and Augmented Reality can Benefit Customer Service

They can use VR and AR to host interactive training sessions. For example, they could do this by inviting customers to participate in a fully immersive training session they can take at a time and place that fits into their schedule. They can also use VR and AR to create interactive product guides that help customers to learn about a company’s products.

It could be especially useful for companies that have large product catalogs. They can also use VR and AR to create mockups. It could be used, for example, to display different floor plans for interior designers. They can also use VR and AR to create virtual tutorials for fixing complex products, like cars, or repairing challenging tasks like installing solar panels.


The metaverse is a future version of the internet where all virtual reality and augmented reality experiences are connected. Technology has evolved, and the metaverse concept has only become more relevant. Customer Service oriented companies are now investing in creating the infrastructure required to support the metaverse. With advancements in immersive technology, such as VR and AR, the metaverse will likely be more advanced than ever.

Written by
Isla Genesis

Isla Genesis is social media manager of The Tech Trend. She did MBA in marketing and leveraging social media. Isla is also a passionate, writing a upcoming book on marketing stats, travel lover and photographer.

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