Vodacom has deployed FreeRoam - a virtual simulation tool enabling customers to explore smartphones before purchasing them.
According to customer service strategy company WDS, the tool delivers "an immersive experience that lets them [users] explore every aspect of a device, from the usability of its operating system to the position of the headphone socket".
WDS says customers can sample the tool as they browse Vodacom's online offering of the iPhone 6. WDS bills FreeRoam as a "virtual try-before-you-buy tool" that can encourage smartphone adoption in SA.
Hakan Cronqvist, chief knowledge officer at WDS, says simulators available on the market usually do not offer more than screenshots with limited device overview.
"Our research shows that the closer you can get to a like-for-like simulation, the greater the chance of converting a smartphone sale and avoiding the possibility that a device is returned or swapped for an alternative," he adds.
Lana Strydom, head of online self-service at Vodacom, notes customers do not always have the chance to fully test devices in a saturated market. She says the tool is "a perfect way for customers to get a feel for whether the device is right for them and it's already helping us to improve sales and reduce returns".
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