Eric Vermillion is the CEO of emergency service.
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Game makers, app developers and big brands are flocking to the metaverse as this new immersive universe of interconnected virtual worlds promises to be the next major breakthrough in online interaction. The metaverse offers companies in fintech, gaming, retail or virtual entertainment endless possibilities to connect with users. Bloomberg research estimates that the metaverse could reach a market size of $800 billion by 2024.
The metaverse is expanding and its meteoric rise into the mainstream has left companies wondering how they can support growing communities. Rather than leaving users to their own devices when it comes to the metaverse, it is vital to provide customers with the necessary support. Along with the other technical and operational aspects of creating a great user experience, the focus on the customer support experience is a must.
Here are a few things businesses should consider in their customer support strategy as they prepare to deliver metaverse experiences.
Plan ahead before entering the metaverse space.
As the metaverse continues to grow and build on new technologies, companies can stay ahead by anticipating new evolutions and market trends and planning ahead.
It’s safe to say that creating such an immersive space requires a place where users can ask questions and get the support they need. Advanced scheduling can help you create a flexible, customer-friendly metaverse support experience, engaging with your customers in an immersive way while also taking their preferences into account.
Use blockchain for metaverse customer support.
Virtual identity is a core component of the metaverse. With that, secure and decentralized technologies such as Self Sovereign Identities secured by blockchain are emerging. Users can also enhance their immersive experience with properties such as NFTs. Because of this, many metaverse users will want to protect their identities and resources in different virtual worlds and experiences. However, these exciting developments mean that customer support technical stacks must be able to accommodate them. For example, SSIs and ownership of digital assets should be automatically verified during the support process, reducing the risk of identity theft and providing an opportunity for shared support across multiple entities.
Consider immersive customer support within the metaverse.
The metaverse offers an immersive experience that can be so captivating and engaging that people won’t want to leave. To meet these needs, companies must plan ahead to provide customer support in a way that is consistent with the nature of the metaverse and intertwined with the immersive experience in the world.
Immersive customer support could quickly become the new standard for customer service in virtual environments (full disclosure: my company offers this service). Imagine if users could contact a customer service representative directly within the VR experience instead of taking off their headset and logging into their computer to send an email and waiting days for a response.
In the same way that brands don’t want to kick their customers out of their mobile apps to get support from alternative channels, the metaverse also needs to provide a seamless customer experience. Customer support in the metaverse should be aligned with users’ expectations for immersive experiences in the world.
It’s the future of support.
The metaverse has huge potential to boost your customer relationships. The key to retaining your customers in these new worlds is to demonstrate that you address their unique needs within an immersive experience and that your support experience and UX align with those needs.
On the other hand, if your customer support for the in-world experience is clunky and poorly designed, or if you force customers to leave the immersive environment to get support, you risk losing customers and damaging your brand’s reputation. . Show customers that you are determined to step into the future with them.
Being a leader in the metaverse customer experience starts with an industry-leading commitment to customer support.
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Janice has been with businesskinda for 5 years, writing copy for client websites, blog posts, EDMs and other mediums to engage readers and encourage action. By collaborating with clients, our SEO manager and the wider businesskinda team, Janice seeks to understand an audience before creating memorable, persuasive copy.