6 Ways Augmented Reality can boost sales and CX

February 10, 2022
As you might have guessed, we dedicate this month to Augmented Reality.

Because the long awaited buzz around augmented reality is finally happening. We are certainly living in the golden age of immersive solutions simply because it provides so much opportunity, sales and fun for customers, companies, marketers and influencers.

Its history started back in 2016 when the first and most famous AR, the Pokemon Go, shook the entire world with its antic features. Bit by bit, the combination of the real and the digital world became simply irresistible which led to new ideas to interact with customers on a broader spectrum.

But what is the added value of AR throughout the customer journey and how can it be an effective technique to increase your sales from pre-sales to post-sales?

Pre-sales phase

1. Eliminate doubts from decision-making

Companies are always seeking marketing strategies to convince customers to make a purchase. One of the main blocker is doubt which leads to indecision. Yet, AR’s strongest suit is its visualisation capabilities, shoppers no longer need to rely on their imagination. With AR, customers can interact with the product, customise it, test it in advance and check if the item is suitable for their home or use it as a virtual try-on to check how a dress or a shoe would fit on their body, complete with accurate measuring capabilities. It creates renewed confidence in online and in-store shopping and increases the comfort and the likelihood of purchase.

2. Interactive packaging technology

Bring the maximum out of your packaging and take it to the next level by adding virtual elements to it. AR can add additional facts, nutrition information, company contact information, recipes, interactive food demonstrations, and even games, all you need is a QR code and a bit of adjustment to your package design. It’s a great way to improve brand loyalty, and by taking advantage of this technology it enables companies to stand out from competitors. Check out what we’ve created for Crocs shoes.

Point of sales

3. In-store navigation

There is a huge rise in popularity when it comes to store mapping, especially in Asia. It allows customers to find what they're looking for without wasting time. It’s simple. Shoppers can begin a navigation journey in AR by scanning a QR code at the entrance. AR displays the path on the actual environment and helps the shopper to navigate the layout of the store/mall to the selected product, aisle or floor. Customers are given the convenience of finding exactly what they want. On top of user data it will also provide insights about buying decisions and in-store shopper behaviour.

4. Immersive retail experience

Customers expect brands to come up with more innovative ideas that are beneficial to them. This has made companies innovate more and come up with new immersive retail experiences. As a result, they started to blend both physical and e-commerce retail experiences, improve service delivery, offer a more personalised buyer experience and gain more competitive advantage. Just like in our hero product, XPRNC shoppers can explore the store in a 360⁰, try the products in AR, and place them in their own environment.

Post-sales phase

5. Self-service support

AR is a great option to replace customer service and reduce customer queries. Customers can use AR to get an answer without any wait and hold times. Through AR customers can access FAQs, manuals or an instructional guide by pointing their phone at a product to see how it works. An in-depth self-service overlay will free up resources, time which will increase customer satisfaction.

6. Reporting of failures, malfunctions, and defects

Automotive and insurance are among those industries that are slowly adopting augmented reality. Customers can report faults and damages by holding their phone up to the broken product and view the parts in real-time. This way the customer can explain the issue with certainty. This will reduce time and any additional round of clarifications. Agents can also direct customers to point their phone on the faulty parts of products and AR would immediately show product name, model and the serial number.

Final thoughts

CX is the #1 driving force, in which AR is a game-changing factor in the equation to boost sales. It’s central for businesses to survive and thrive, especially in such challenging times. Effective human relationships are limited, however AR ensures contactless customer safety from any risks and makes customers feel special, valued and empowered. AR goes beyond simple novelty, that could set brands apart in a crowded marketplace with a strong foundation to grow.

Oh, and if you need any help in augmented reality, feel free to contact us. 😉