Customer Support and the Metaverse


With Google searches for “metaverse” increasing by a whopping 7200% in 2021, business pundits began to take an interest in the concept. While no one can agree on what defines the metaverse, the statistics are in, and it will change the way we interact online. Some believe that the metaverse is the next version of the internet. However, considering the impact of generative AI, we’re not willing to make a prediction. 

Instead, we thought we’d look at a more practical business application of the technology and how it might affect an area like customer support. To that end, we interviewed team — Support-as-a-Service company that provides secure technical and customer support to tech companies and startups.

Is There a Customer Support Application for the Metaverse? 

While it’s still early days, the success of the metaverse game, Roblox, indicates that the answer is “Yes.” With the game hitting over 55 million daily active users in February of 2022, it’s clear that there is definite interest in this type of application. 

In the third quarter of 2022, users spent 13,399 billion hours in-game, further underpinning the game’s popularity. With 26.4% of those users aged 13 or under, the metaverse is increasingly popular with the younger generation. 

Therefore, forward-thinking companies may want to investigate how to claim their space in the metaverse. 

What is an Example of a Business Metaverse Application?  

Companies might improve customer support with practical interventions in the metaverse. A good example is The Neoma Business School project. This project allows students from all over the world to log into a virtual campus. 

They can watch lectures, explore the campus, and interact with lecturers and classmates. While online courses can deliver lectures quite effectively, the metaverse adds a new layer of interactivity. 

The school currently creates virtual scenarios in which students can practice their skills. And while it’s still relatively low-tech, the school plans to incorporate virtual reality. The potential for the application is mind-boggling. Imagine being able to roleplay customer interaction scenarios with real people from across the globe. 

What are the Customer Support Implications? 

The customer support implications are extensive. For example, an estate agent might perform virtual tours of homes with clients to get a better idea of their taste before setting their foot out of the door. 

Companies could host meet-and-greet events with clients from all over the globe. These events could foster better working relationships between the customers and the companies. Firms could also hold virtual conferences, and product launches complete with tutorials. 

From a pure support angle, a company could set up a virtual demonstration room. The client could then join a consultant online for a tutorial on operating a product, software, or app. Consultants could show clients how to use the more advanced features to get better mileage out of the product. 

This improved level of service would go a long way to improving customer satisfaction and retention. 

How Close Are We to This Point? 

This is a more complex question and will differ from one company to the next. First, each firm must review its target market’s potential acceptance of this technology. How easily will they incorporate it into their lives, and will they want to? 

For companies whose clients are ready to make the change, it’s a great time to start planning to take the metaverse by storm. 

In Conclusion

Whether you believe the metaverse is the next iteration of the internet or not, it’s clearly making an impact. There is potential for forward-thinking companies to offer their clients an unparalleled level of support if they seize the opportunity.