Consumers are ready to embrace the
metaverse — 68% would feel comfortable using it to communicate with a brand’s customer service. But safety is a concern, judging by a recent report from Telus International.
Only 45% of shoppers think brands are prepared to moderate content in the metaverse to keep their users safe. And 67% say that failure to provide a safe space will lead to reputational
impacts.
Moreover, a mere 16% feel the metaverse will provide better customer service, and 16% expect to have more personalized interactions with brands. However, 35% believe the
metaverse will allow them to connect with brands in new ways.
In addition, 53% feel interactions in the metaverse will be more engaging than in-person brand experiences. And 49% believe
it will be better customized to their interests.
Another 47% say the metaverse will help them discover new and other products that they were not aware of before.
In another finding, Telus reports that 86% of consumers consult online reviews before purchasing.
Google is a source for 59%, versus 43% for YouTube and 36% for
Facebook.
Of those surveyed, 64% would choose personalized CX over one that takes less time. And if they could obtain customer service in only one way for the rest of
their lives, 49% would choose to talk to a person on the phone.
But brands should take note: nearly 60% of Shoppers would rather sit in a traffic jam than have a poor customer
experience.
Telus International polled 5,500 U.S. consumers in four surveys.