Guided Shopping and Support with AR: How It Enhances Customer Experience
- Sushant Bhalerao
- Aug 20
- 2 min read
Shopping online is convenient, but sometimes customers feel lost. They may not know which shade of lipstick to pick, how to assemble a product, or whether they chose the right size. These moments of doubt can quickly turn excitement into frustration.
Augmented Reality (AR) can change this. Beyond product try-ons, AR can serve as a guided shopping and support assistant, helping customers make decisions and even providing post-purchase assistance.
AR as a Shopping Assistant
Imagine walking into a physical store and having a salesperson guide you through your options. AR brings this experience online.
Sephora Virtual Artist
Sephora uses AR to help customers find the perfect makeup shade. Users can try on lipstick, eyeshadow, or foundation in real time through their camera. The AR tool does more than just show shades; it also guides customers by suggesting products that suit their skin tone and preferences.
Footwear Size and Fit
Brands like Nike use AR-based size guides to help customers find the right shoe size. By scanning their feet with a smartphone camera, shoppers receive recommendations on the most accurate fit, reducing the frustration of returns.
AR in Customer Support
Guided support through AR can save time and enhance customer satisfaction.
AR Assembly Guides
For furniture brands like IKEA, AR can overlay assembly instructions on the actual product, showing customers exactly where each part goes. This reduces confusion and eliminates the need for long instruction manuals.
Technical Product Support
Electronics brands are experimenting with AR manuals that guide customers through troubleshooting. For example, pointing a phone at a washing machine could show instructions on which button to press to reset it.
Benefits of Guided AR
Smarter Purchases: Customers make decisions based on personalized guidance.
Reduced Customer Effort: AR simplifies processes that otherwise require multiple steps or instructions.
Improved Post-Purchase Experience: AR support ensures customers continue to trust the brand even after buying.
Higher Customer Retention: A smooth experience makes shoppers more likely to return.
The Bigger Picture
Guided AR experiences combine shopping and support, ensuring customers feel confident at every stage. For businesses, this means fewer abandoned carts, reduced service costs, and happier customers.
AR is not just about the buying moment; it is about creating a seamless journey from selection to support.