How augmented reality continues to transform the customer experience

Augmented reality (AR) is continually paving the way for more engaging interactions between businesses and their target customers. In more ways than one, AR-based customer experience can ensure greater customer satisfaction and business conversion.

According to a study, a whopping 71% of customers have very favorable opinions about AR in the shopping experience. They say I would urge them to shop at the store more often.

Augmented reality (AR), which functions as an overlay on the appearance of physical objects and the world in general, can enhance the perception of the real world and thus can revolutionize the customer and shopping experience.

Impact of AR

Source: retailperceptions

With today’s mobile support for a three-dimensional view of objects, AR-driven shopping delivery and customer experience in online stores and mobile stores has become more accessible.

According to a Tractical According to the report, by 2022, the number of monthly active users of augmented reality mobile applications is likely to reach 1.9 billion.

Augmented reality-based customer experience promises a digital shopping and browsing experience that transforms the entire customer journey with immersive attributes or more meaningful interactions or more layers of information. Companies that employ a developer to build an AR application equipped with AR expertise should insist on making things easier for customers.

Since AR offers so many promise to improve the customer experience, it is essential to look at the key ways AR can completely transform the customer experience.

Eliminate all pre-purchase uncertainty and confusion


Despite the rapidly growing history of e-commerce and m-commerce stores across all niches and categories, confusion and uncertainty about making purchases remains pervasive for most customers who shop online.

Since when shopping online, people cannot test the products in person, the return rates for abandoned products and carts are considerably high compared to brick-and-mortar stores.

This is exactly where AR can play an essential role in bridging the gap between the physical and online shopping experience. Thanks to augmented reality, online stores and mobile commerce stores can offer a truly real impression of the products purchased.

Many stores have already started incorporating AR with the express purpose of offering an immersive shopping experience. The IKEA furniture store directly on our smartphone allows you to see every piece of furniture in your room.

In the same way, several brands of clothing and fashion accessories allow you to visualize the garments of your body. For example, Gucci offers an AR test feature so customers can see their sneakers adorning their feet just by capturing the feet with the smartphone camera.

Delivery of a detailed layer of product information

Augmented Reality (AR), in addition to offering an immersive and engaging way to test products before making a purchase, also ensures that customers receive highly detailed product information instantly. Best of all, this ability made AR-driven shopping popular for offline stores too.

It’s no wonder that in Japan, a whopping 66% of customers now expect regular brick-and-mortar stores to offer AR experiences. When it comes to understanding the cost of application production with AR expertise, this can ensure better business conversion and is therefore worth the cost.

AR-based shopping and customer service can instantly deliver a wealth of information and guide customers in navigating a retail space or destination. It’s no wonder travel companies are using AR to offer guided tours to their clients.

While booking bus tickets or booking sports stadium tickets or booking flight tickets, now AR-based displays can show you the details of each seat along with the facilities to make highly informed purchases.

Expanding museum facilities and large indoor sites in many parts of the world are helping incoming visitors navigate their paths with interactive maps based on augmented reality. Passenger jets can also guide their customers to the right doors in no time.

Adding more value through interactive packaging

In many ways, augmented reality (AR) is having a positive impact on customer service, from pre-orders to the actual shopping experience. Interactive packaging is the latest example of this impact.

By scanning product packages with their smartphone camera, customers can see highly detailed, multi-layered images with lots of additional and useful information. This results in more purchasing decisions for customers.

Heinz uses AR-based packaging to enable customers to gain a lot of useful information when purchasing ketchup, an excellent example of this interactive packaging with AR technology.

There is no shortage of brands that allow customers to scan the QR code to obtain more detailed information about the products they are going to buy. In business-to-business (B2B) business, customer communication can be very helpful. Instead of carrying brochures, business cards, or business presentations, you can allow your audience to scan a code to get the details.

Futuristic food experience based on augmented reality

For food and restaurant chains to welcome a steady stream of new customers and retain old ones, providing a smooth, frictionless experience has become the established norm. Augmented reality (AR) in the food and beverage industry has already been shown to drive customer engagement and improve brand loyalty.

AR-based menus already exist that are transforming food orders for customers. In addition to offering interactive 360-degree food images, the latest AR-based food menu provides multiple layers of information and interactive overlays for customers to customize before placing orders.

Thanks to AR scanning, food package labels have also become more accessible than ever.

Travel and hospitality with AR technology

If one industry we need to name has received the most significant impact from AR technology, none other than the travel and hospitality industry. AR-powered information overlays or navigation guides that appear directly on smartphone screens have completely revolutionized the traveler experience.

Interactive virtual tours of travel sites, hotels and restaurants offering an immersive 360-degree interactive view of the sites and the facility environment added value to the travel experience in a way never seen before.

AR also guarantees a highly reliable travel guide that offers real-time navigation and route guidance. Last but not least, modern translation apps that provide real-time translation of displayed signs are another excellent example of the impact of AR on the travel experience.

RA to revolutionize aftermarket support

Source: techseedotme

In today’s competitive business environment, all brands must establish their reliability through strong and uncompromising after-sales support. Such support refers to all activities after a product is sold or a service is offered to customers.

Some of the crucial after-sales support mechanisms that are important to the brand and customer appreciation include installation, upgrades, warranties, repairs, troubleshooting, and answering customer inquiries.

In this sense, remote augmented reality-based customer support has already proven to be a significant way to drive change. It helped increase call resolution in the first instance by at least 20%, and AR-based support also helped reduce the technician dispatch rate by at least 17%.

AR is transforming aftermarket support for brands in two significant ways through self-service with AR technology and technical support with AR technology.

AR is increasingly being used by trademarks to help customers with self-service support. On their smartphones, customers can get guidance through highly interactive media and images, technical screen overlays, and quick answers to frequently asked questions.

  • AR-based technical support

AR-based visual support can also help customers understand the technically demanding aspects of various products, parts, the ways they work, and particular troubleshooting and problem-solving measures. An AR-based display overlay can provide details for all parts along with the model number, build details, versions, and time to resolution of the problem.

All those bulky multi-language user manuals are on the way out. They are being replaced by interactive user manuals with AR technology that show minute details of each component and how to operate a device with switches, buttons and other controls. For example, a new car owner can receive an interactive visual guide to different car systems and mechanisms after purchasing the car.


Quite convincingly, AR has transformed the customer experience in eCommerce stores, brick-and-mortar stores, and all other B2C and B2B interactions. AR has proven to be the most critical added value impacting the customer experience.

Wasim charoliya

Wasim charoliya

Digital Marketing Strategist

Wasim Charoliya is a digital marketing consultant and strategist. He is passionate about helping startups, businesses, B2B and SaaS companies establish thought leadership in their industry with an actionable content strategy.

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