Rediscovering personalised customer service at scale with Web 3.0.

Sarah lives in Reading and has a problem with her mobile phone.

She visits her network provider's website and enters their Worldspace metaverse. She walks up to a customer support agent in the metaverse, triggering a spatial video chat to start with John. 

John is in the Reading mobile phone shop and is viewing the Worldspace metaverse and talking to Sarah projected onto the wall of the physical shop, creating a portal between the shop and Sarah. 

For safeguarding, Sarah can see John, but John can't see Sarah. John hears Sarah through his headset.

John takes Sarah through the common troubleshooting steps, but the issue is still not resolved. John suggests that Sarah comes into the shop.

Sarah visits her local shop in Reading where she meets John physically. She already knows him from seeing him on the spatial video chat and he understands the background to her issue meaning that she doesn't have to explain the problem again. He resolves the issue in-store and Sarah leaves happy having experienced joined-up personal customer care throughout the experience.

In a time of significant competition, businesses need a competitive edge. One way to do that is to bring back personalised customer service. Previously that's been too expensive, so we've relied on impersonal text chat support and chatbots (cue tearing hair out).

However, John is already in the store anyway and the kit required to connect him to the Worldspace metaverse is no more than a PC, a projector and a headset. Immediately you have an army of personalised technical support for your business at minimal extra cost, delighted customers, a competitive advantage and you become a market leader.

#Metaverse #ecosystem #customerSupport #communication #web3