Talkdesk®, Inc., a global cloud contact center leader for customer-obsessed companies, today released a new report, "Connecting in the Metaverse," that finds 69% of consumers are looking for a quick getaway from the cares of the physical world by exploring metaverse-like environments to engage with friends, family, and colleagues, and enjoy more leisurely activities. Nearly half (49%) of the 1,500 U.S. consumers surveyed view a fully-built, unified metaverse as a fertile landscape for growing relationships and deepening connections. The report additionally uncovers consumer perceptions and expectations on brand engagement in the future metaverse frontier.
"While the reality of a sophisticated, intuitive, and seamless metaverse is still on the horizon, consumers are dipping their toes into metaverse-like platforms to shop, share, play games, and taste the novelty. Some are even dating in these digital environments," said Shannon Flanagan, vice president of retail and consumer goods, Talkdesk. "For consumers, the metaverse holds promise for near-limitless, out-of-this-world experiences and connecting in new and different ways."
Knock, knock. Who's there?
While the majority of consumers have visited a metaverse-like platform recently, it's the digital-natives who tend to participate most.
A place to escape
The mainstream metaverse
The companies that are expected to lead the charge in building out a truly interconnected metaverse estimate that it will not be in full form for at least a decade. Survey respondents' expectations, however, appear to be several years ahead. More than one-third of them (34%) predict the metaverse will be mainstream within the next five years.
Regardless of the timeline, early metaverse-like platforms are already exposing areas of concerns around policing and moderating of interactions, as 37% of women and 50% of men admit to having experienced harassment, racism, or some form of discrimination while participating in one of these environments. As a result, more than half of those surveyed (56%) believe the government should regulate the metaverse and have oversight of the immersive virtual world.
Insights for brands
For brands, a promising new land awaits. Nearly half of the consumers (47%) who are dabbling in the metaverse are buying virtual items or finding inspiration for purchasing a physical product.
"To prepare for what's to come, brands should consider incorporating more interactive shopping and services, including video shopping, into their customer experience strategies," advised Flanagan. "This will help them plan for their immersive engagements and what those will look like when the metaverse does arrive, so they're well positioned for making the kinds of meaningful and memorable connections consumers are seeking."
For more survey findings and implications, download the report on "Connecting in the Metaverse."
Methodology
In April 2022, Talkdesk surveyed 1,500 U.S. consumers between the ages of 16 and 54+ via the mobile polling app Pollfish to determine awareness and perceptions around the metaverse and uncover opportunities for brands to deliver new and better customer experiences. For more specific information on its audience and methodology, visit: Pollfish's Methodology Page.
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About Talkdesk
Talkdesk® is a global cloud contact center leader for customer-obsessed companies. Our automation-first customer experience solutions optimize our customers' most critical customer service processes. Our speed of innovation, vertical expertise, and global footprint reflect our commitment to ensuring that businesses can deliver better experiences across any industry and through any channel, resulting in higher customer satisfaction and accelerated business outcomes.
Talkdesk is a registered trademark of Talkdesk, Inc. All product and company names are trademarkstm or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.
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