Google Glass and Your Customer Service Initiatives

According to a report released by Statista, the net worth of the wearable device market is expected to reach approximately $12.6 billion by 2018.

Additionally, Forrester predicted that the number of people around the world using wearable devices will rise threefold over the next 12 months. One of the wearable devices that are seeing increased adoption is Google Glass.

While this device has received mixed reviews from the general public, partly due to privacy concerns, it is making a significant impact in many industries, ranging from health to air travel.

Many businesses are experimenting with the possibility of using Google Glass to improve customer service, and some of them have obtained successful results.

Here is a look at how Google Glass can change the face of customer service….

What is Google Glass?

Google Glass refers to a wearable, voice-controlled device that is worn as eyewear, and it displays information directly in its user's field of vision.

This device uses visual, audio and location-based inputs to create an augmented reality experience. It can be manually controlled through a touchpad on its frame and voice commands. It has an Android-based operating system, and it features Wi-Fi, GPS and Bluetooth connectivity, as well as speakers, microphone and camera.

Google Glass can be beneficial to a wide-range of businesses and organizations.

Medical facilities can use it to enhance communication between physicians and ambulances, facilitate access to specialized expertise during surgeries and access patient records seamlessly.

Law enforcers have also started using the device to fight crime. When it is worn by an officer, it can help him or her identify a suspect by connecting to a face recognition database.

Google Glass Helps Improve Customer Service

Customer service representatives who use Google Glass will be able to access a wealth of information easily and quickly, from product information to instructional videos, while keeping their hands free.

As such, they can provide customers with a wide range of useful information, including the benefits and features of a product, instructions for proper usage and maintenance, and others. Such information can help customers make the right purchasing decisions and gain maximum value for their money.

According to an article entitled "How the "Google Glass Era" of Customer Service Changes Everything for Local Agents", Google Glass can also be used to create a more personalized shopping experience.

Since customer service representatives have easy access to customers' personal information, they will be able to match customers with products that best meet their needs and preferences.

Examples of Businesses that Have Tried Google Glass

Virgin America conducted a six-week trial to find out if Google Glass can be useful in helping air passengers, and the trial was a big success.

The company used the device to greet customers, confirm travel itineraries and provide weather information in the trial, and it is planning to broaden the application to include capturing the food and beverage preferences of its customers.

The Edinburgh and Copenhagen airports also carried out Google Glass trials of their own, using it to provide real-time flight information, translate languages and answer customer inquiries.

Google Glass is expected to become an increasingly important customer service tool in the near future.

Businesses that adopt it sooner are likely to have a significant edge over their competitors.