Most Manufacturers Will Use VR by 2020
Almost 85% of manufacturers hope to use virtual reality (VR) technology for customer service according to research.
A study by Oracle has shown 38% of manufacturers are already using VR for customer service, however 84% of firms hope to increase this deployment over the next three years.
Marketing director for digital customer experience at Oracle, Mark de Groot, said VR has been used in manufacturing in the past, but using it for customer satisfaction is a new deployment.
He said: “We’re seeing companies taking advantage of virtual reality to give buyers a first hand, immersive view of the products they eventually stand to receive.
“Turning to post-sales service, automation technologies give customers the freedom to manage orders at their own discretion without having to wait on a company’s service team.”
The research by Oracle found 36% of manufacturing and engineering firms say their customers prefer to interact with their brand through applications rather than speak to a member of staff.
90% of manufacturers plan to offer purpose-built apps for their customers by 2020 and 89% hope to use automation for customer experience in the future.
De Groot added: “It’s encouraging to see the manufacturing and high tech industries lead the way in their use of data to get closer to their audience, but without insight into how customers react to the service they receive, companies will largely be left guessing how they can improve customer experience.”
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