Metaverse: A theory suggests that everything that appears in the world of technology has its origins in science fiction, having been born in the human desire to bring out what is imaginary.
This idea may make perfect sense if the subject is the newest “metaverse,” a concept brought by the movie Matrix, released in the late 90s. Now, the company Meta (formerly Facebook) proposes a digital revolution with this new technology.
You will now understand what is behind the metaverse, how it relates to the concept of customer experience, and how it should change online consumer relationships over the next few years.
What Is The Metaverse?
Although it is not yet a fully developed technology and still represents a very conceptual vision, the metaverse already promises to dictate the directions of the virtual market over the next few years. As mentioned in the movie The Matrix, what was previously seen only in the film has become “the goose that lays the golden eggs” of large technology companies.
All this is because of the transition from the Facebook company to Meta, a company that is based on the virtual reality of the metaverse. The idea of Mark Zuckerberg, the company’s founder, is to make it tangible over the next few years.
The metaverse merges elements of the natural world with the digital world, creating a kind of “alternative universe” where users can interact with virtual objects with the help of complementary technologies, such as Artificial Intelligence.
Metaverse And Customer Service
The basics of the metaverse are about offering an unprecedented customer experience with new possibilities, fully customized for each user. This means that the idea behind the customer experience (personalized experience) will reach a new level. The customer can experience a digital experience before actually consuming a product of interest.
Think, for example, of a clothing store. Before you make an online purchase, you can’t try on the clothes of your choice, but everything will be different with the metaverse.
Since it will be possible to create a virtual version of yourself in an avatar format, you will soon be able to observe yourself in your favorite costume within this alternate reality.
What Customer Experience Do Brands Have To Offer In The Metaverse?
As mentioned in the previous topic, this will be the most significant digital/commercial revolution since the emergence of the internet decades ago. The customer experience now reaches an unprecedented level.
As the metaverse is composed of a series of technologies, there must be an interconnection capable of creating an “alternative reality.” Consider artificial intelligence, augmented reality, and virtual reality for this.
The biggest challenge will not be providing access to this new collection of possibilities but devising ways to integrate all the technological potential and transform it into a unique and different experience for each client.
With a bit of technical knowledge and creativity to spare, it will be possible to provide each customer with a virtual experience capable of demonstrating how to use the desired product in the best possible way.
Define And Design A Metaverse Customer Journey
At this point, defining the customer journey “inside” the metaverse is essential. Realize that the new features should integrate seamlessly into the existing digital structure.
It is necessary to define the technological resources used to provide the experience, how the customer can access it, and what problems their journey can solve.
And, like all good service, support is essential, as it will be fundamental to the customer’s decision. Realize that your commercial must also be trained for this new reality. The time to think about this journey is now!
Integrate Your Customers Into The Metaverse
As well as specialized support, understand that your customers are not yet able to “break through” this new reality. Consumers will need to be trained to the point where they are all familiar.
Every new technology has its maturation time; this is normal, as they all need a period of performance to become considered part of the routine. Know the customer’s behavior, and it is essential to listen to him at this moment because the feedback will be the most critical information to guide you in optimizing your digital structure. Make adjustments so that everything goes according to expectations.
Leverage The Metaverse To Engage Audiences
How can your business offer a digital experience that is very similar to the real thing? Use this to engage your visitors, which is sure to have positive long-term impacts.
Take, for example, Gucci, the sneaker and accessories company that created 3D versions of their products, which, unlike the images, allows the customer to see every angle and detail of the selected product.
Another good example is that of Hyundai, which went further and created a digital universe in the form of the Roblox game, which simulates, in detail, the use of its vehicles that are yet to be launched.
Every business can offer a unique digital experience; it just takes a little creativity to attract a large audience interested in what it has to offer in a different way than usual.
Connect Metaverse Customers With Outlets
What if your metaverse structure could work with a point system? This would certainly attract an even larger audience. Experiences can be awarded to those who have accumulated points, or real rewards can be given to those who achieve specific goals in the digital world.
Work with the idea of customer success, which concerns the level of customer satisfaction with your brand. Offer them ways to stay connected to your brand continually.
Virtual Experiences That Emphasize Empathic Experiences
You must create experiences that are familiar to the customer and never awkward. People look for ways to feel comfortable, so this point is critical. Companies like Nestlé Toll House use human-identical avatars with fluid language, without logical comparisons all the time, which you would expect from an algorithm.
This is a way to cause a positive experience for the customer without him realizing that he is experiencing something that was programmed for a particular reason.