6 Benefits of WebRTC for Customer Service



CCW Digital
02/06/2014

Amazon’s Mayday button might represent the best example, but it is certainly not the only instance of a business leveraging Web Real-Time Communications to improve its customer experience.

Unfamiliar with the notion of a disconnected world, today’s customers subscribe to an "always on" mentality and expect businesses to do the same. A key means of satisfying that demand for continuous—and instant—gratification, WebRTC is swiftly transitioning from organizational nice-to-have to business necessity.

Some businesses, however, remain unconvinced. If you represent one of them, consider these six benefits of incorporating WebRTC into your customer service offering:

Improve Your Customer Experience

With the ability to contact agents by their preferred means directly from the browser at any time, customer experience will be substantially improved.

Differentiate Your Customer Experience

That the concept of instantaneous support seems like a necessity in today’s customer management marketplace is not, in itself, confirmation that many businesses are using WebRTC at all, let alone effectively. Those who do offer a compelling, real-time support platform for customers promise to establish a competitive advantage in today’s service-conscious atmosphere. Just look at the press Amazon received for its Mayday button!

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Cut Costs

While a WebRTC offering might increase bandwidth costs, it will more than offset those increases by reducing "call" volume and by streamlining other elements of the operation. Platform- agnostic, WebRTC serves as a cost-efficient substitute to the siloed and fragmented technologies of past generations. And insofar as it integrates with existing systems and devices, it threatens little in the way of start-up costs.

Unify, Simplify Systems

Not simply a cost-saver, the robust WebRTC allows businesses and customers to reap immense experiential rewards. Businesses can offer a multitude of instant communication services (from text chat, to audio, to file-sharing, to video conferencing) from a singular platform. The result? Businesses can offer more customer interaction options without sacrificing efficiency.

Support from Industry Heavy-Hitters

This technology is not just a pipe dream. The largest players such as Cisco, Avaya, Genesys, Twilio, Siemens and Mitel are pouring money into WebRTC.

Scalability

WebRTC is rich with functionality, and as businesses gain comfort in their offerings, they will be able to increasingly exploit this functionality to create stronger customer experiences.

And insofar as WebRTC investment and development is anything but dormant, the basket of options available to businesses will only get deeper.

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