How VR Might Impact the Future of Customer Call Answering

With virtual and augmented reality technology becoming more and more advanced, there are more opportunities for its use all the time, including call answering and customer service. Virtual reality is set to not only be something that is associated with gaming but also for enhancing how customers are provided service by companies. Answering the phone is something that has been a major part of customer service for decades, but with the advancement of VR technology, it may all be set to get much more futuristic. 

How VR Could Transform Phone Answering

Right now, phone answering services are already going virtual. And Australian firm TMC says phone answering services will one day be available in a virtual reality (VR) setting. While virtual call answering is nothing new with more and more call centres and contact centres run virtually rather than in-house, virtual reality may bring everything up to a whole new level. In the future, there is no limit to where virtual reality may be able to take phone answering services. Customers may not only be able to speak with a representative over the phone, but also use VR to make purchases over the phone, test new products, and solve problems. 

How VR Is Already Transforming Customer Service

The transformations in customer service due to VR have been quite significant over the past few years, and this technology is only set to make more waves in the industry as a whole. Some of the main ways that businesses are already using VR to provide better customer service include:

Virtual Shopping

VR has been bridging the gap between shopping online and offline, providing a more personal buying experience similar to shopping in-store, along with tailored promotions and suggestions for the customers. VR is set to transform online shopping as we know it, giving shoppers the chance to try out and use products before buying, along with the opportunity to use them alongside others, which can maximise sales for online stores. 

Product Testing

VR can be an excellent way to test products or user experience design, with the option to create and build user stories, use a constant data flow to update them, and offering much larger-scale product testing. VR can be used to create and test Minimum Viable Products and update them more frequently thanks to customers being able to use VR to test products and get early access, which ultimately leads to shorter production cycles and customers being able to purchase the finished product earlier. 


Virtual reality is likely to take the IT customer service world by storm as it can be a great way to provide better troubleshooting with technology and ensure that customers get solutions easily. For example, VR can create augmented projections of the customer’s monitor with steps for them to follow to fix an issue. 

Virtual reality call answering might seem like a futuristic idea right now, but with VR already being used for customer service in many different ways, it may be much closer to an actual reality. 

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