How to use Virtual Reality in customer service?

Huge progress in science and technology was made in the last decade. What was the topic of science fiction books and movies not so long ago, has become real and available today. Virtual reality is a perfect example of realizing these visionary ideas.

What is Virtual Reality?

Virtual Reality (VR) is one of the innovative technologies that will change our everyday life. As with any novelty, its role and application change dynamically, so far it has been used in computer games. Currently, companies from various industries see it as a tool through which they can attract customers and build relationships with them.

Technologies such as virtual reality have been used in design and production processes for many years, but recent Oracle research showed that in the near future, companies mainly from the manufacturing and technology industries will also use them in customer service.

  • Until 2020, 84% of companies will use virtual reality for customer service, and 38% of companies already use it.
  • By 2020, 90% of companies will allow customers to contact the company using special mobile applications, and 48% of companies already do so.
  • By 2020, 89% of companies will use automation technologies to improve customer service, and 49% of companies already use them.

8 out of 10 companies will use virtual reality for customer service by the year 2020

The use of virtual reality in customer service is a relatively new phenomenon. The importance of virtual reality is recognized by marketing specialists. They use it to give customers a realistic view of the products they are interested in. 30% of companies dealing with customers in Forbes Global 2000 declare VR experimentation in marketing communication: for visualization, presentation and customer service. The strength of this technology is that it is not intrusive. Thanks to the implementation of short movies that allow to show 360 degrees and using a mechanism known from computer games, testing the product gives a real impression, and the attention of the customer is so great that it is difficult to find a better communication tool. This virtual world guarantees emotions and remembering the message at a level that cannot be achieved using traditional advertising. What’s more, it allows personalization of the offer according to the user’s preferences.

This is how the latest models of Mercedes, Jaguar and Ford were presented. Realistic visualizations also become the basis of real estate marketing. Thanks to virtual reality, developers offer their customers a virtual walk around the building even before physically building it. They allow you to view a specific apartment, go out to the balcony. Interior architects present furniture and finishing materials to choose the ones that best suit customer’s needs. Virtual tours are also offered by travel agencies and hotels, giving up traditional catalogs with static photos.

The table below shows which of the new technologies are currently the most popular among companies.

Which technologies will most improve CX?  Already implemented  Planning to implement by 2020 No plans to implement
Automation technologies (in sales, marketing and customer service)  








Smarter analysis of customer data 41% 50% 40% 10%
Purpose-built mobile apps 39% 48% 39% 13%
Virtual Reality 39% 34% 44% 22%
Greater experimentation with social media 38% 51% 38% 10%
Artificial Intelligence 34% 37% 41% 21%
Predictive analytics 33% 43% 43% 14%
Robotics 32% 32% 44% 25%
Chatbots 32% 36% 44% 20%



Virtual reality is no more just an idea. The last two years showed that technology is able to provide customers with experience from another reality. Will VR systems become as popular as television or the Internet? The coming years will show what role this technology will play in customer service and our everyday life.