What do you do if your customer service team needs to create immersive experiences using virtual reality?

1 Assess your goals and resources

Before you invest in VR, you need to have a clear idea of what you want to achieve with it and how it fits your customer service strategy. Do you want to use VR to showcase your products, educate your customers, solve their problems, or entertain them? How will VR improve your customer satisfaction, retention, and loyalty? How will you measure the impact of VR on your customer service performance? You also need to consider your budget, time, and staff availability. How much can you afford to spend on VR hardware, software, and content? How long will it take to create and implement VR experiences? How many people will be involved in the process and what skills do they need?

2 Choose the right platform and tools

Depending on your goals and resources, you can choose between different VR platforms and tools. Some of the most popular VR platforms are Oculus, HTC Vive, PlayStation VR, and Samsung Gear VR. Each platform has its own advantages and disadvantages in terms of price, quality, compatibility, and features. You need to research and compare them to find the best fit for your customer service needs. You also need to select the right tools to create and manage your VR content. You can use existing VR applications or platforms, such as Unity, Unreal Engine, or Sketchfab, or you can develop your own custom solutions. You need to evaluate the ease of use, functionality, scalability, and security of the tools you choose.

3 Design and develop your VR experiences

Once you have your platform and tools ready, you can start designing and developing your VR experiences. You need to follow the best practices of VR design, such as ensuring user comfort, clarity, interactivity, and feedback. You need to create realistic and engaging scenarios that match your customer service objectives and audience. You need to test and refine your VR experiences to ensure they work well and meet your quality standards. You also need to consider how to integrate your VR experiences with your other customer service channels, such as phone, email, chat, or social media.

4 Train and support your team

To successfully implement VR in your customer service, you need to train and support your team. You need to educate them on the benefits and challenges of VR, as well as the technical and operational aspects of using it. You need to provide them with the necessary equipment, instructions, and guidelines to use VR effectively and safely. You need to monitor and evaluate their performance and feedback, and provide them with coaching and assistance as needed. You also need to create a culture of innovation and collaboration among your team members, and encourage them to share their ideas and experiences with VR.

5 Engage and delight your customers

The ultimate goal of using VR in your customer service is to engage and delight your customers. You need to promote and communicate your VR offerings to your customers, and invite them to try them out. You need to provide them with a seamless and enjoyable VR experience, and address any issues or questions they may have. You need to follow up with them after the VR experience, and ask for their feedback and suggestions. You need to analyze and measure the results of your VR initiatives, and use them to improve your customer service quality and outcomes.