The customer engagement opportunities of Google Glass

Published on 03 May 2013 by in Latest News

customer interaction management implications google glass The customer engagement opportunities of Google Glass

News this week suggests several major companies have already started experimenting with developing apps for Google Glass. This has led other brands to begin questioning how the device could help them better connect with their customers in years to come.

Though Google’s pioneering Glasses are still only available to a select few developers and are unlikely to be publically released for at least a year, a  first few businesses have already begun to develop Glass apps. Within the past week, the New York Times released its own news summary app and photographs also surfaced on the internet purportedly captured using a Twitter for Glass app currently in testing.

These functions represent just the tip of the iceberg when it comes to the opportunities the new technology offers businesses to create a more engaging, effective experience for their customers though.

Firstly, Glass holds numerous advantages as a medium for customer service. For example, through a combination of Glass’s image capture and augmented reality facilities, a customer care assistant could perceive a problem with a physical product or computer process from the user’s own perspective. They could then overlay directions as to how to fix the issue onto this view, bypassing the difficulties of trying to communicate complicated instructions using words.

Similarly, branded Glass apps could also be used to create a smoother customer experience during the purchase process. Consumers browsing products in-store could be offered the opportunity to have further product information or stock availability projected onto their field of vision through their Glass device.

Glass could also be used to create visual cues to help consumers locate specific items within a store. Through linking a Glass app with other sources of CIM and loyalty card data on the customer, the app could even save details of common purchases and guide the user on a logical route round the store.

Of course, the possibilities with this innovative device are numerous, and only time will reveal what innovative Glass app services businesses will come up with to push their customer service to the next level.

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