WebRTC for Customer Service

WebRTC is a new communication technology being headed up by Google. It also has some really big players on board as well such as Avaya and Cisco. While that is all fine and well, the question remains... WHAT IS WebRTC??!! We will try to answer that question in this short Blog post.

Simply put WebRTC deals with a very specific problem, voice and video communications to and from the browser without the use of any downloads or plug-ins
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That seems pretty straight forward and not that amazing until we think of the uses from the contact center and customer service point of view.

Currently if you want to talk to another person/organization though your PC/tablet/smartphone both parties need to download a program or a plugin (think skype) or have the same equipment (like Face Time on an iphone or ipad). That can be time consuming and with so many options for communications there is no unanimity. WebRTC makes that a thing of the past. If you want to video chat, chat, or have a browser to browser session all you would have to do is click with your browser.
With consumers moving away from land lines and into smartphones and tablets, I believe this will be the new way to interact with customers who prefer to still use voice for service.

On the most basic front it is an advanced Click-to-Call method without the awkward transition from computer to phone. On the more advanced platform we can take information from the customer computer (ie cookies) and route calls not though a PBX but through the web to an agent waiting to assist that is connected Internet Explorer to Chrome or Mozilla or any combination of browsers you can think of. One uniform platform.

Companies are driving more and more of their customers to their website for self-service. If the customer must talk to an agent, instead of running up telecom costs or going through a frustrating IVR, going over the web with a direct browser to browser connection will be the cheapest/easiest way to actually have a human interaction with a customer.

When added to social media interfaces, your customers are just a click away from your organization at all times with a truly cost beneficial way to interact.

97% of purchasers research their purchase on the web (study by BIA Kelsey). Why not make it as easy as possible for the potential customer to then contact your organization, especially for a service type businesses where there really cannot be a purchase over the internet? WebRTC makes a seamless and easy transition from website to agent to sale/service.

The main benefits of WebRTC:

1) Ease of use for customer. No downloading, no need to pick up a phone or dial. Easy browser to browser click communication.
2) Call center will be able to use web information (cookies, location...) to route calls.  Elimination for those using an IVR for routing purposes.
3) Cost Savings. No longer does your company have to employ a herd of 1800 numbers. This is all done for just the cost of the agent they are taking to. Telecom is zero.

WebRTC is not a technology of the future but is here now. These are exciting times in the CRM world.


Let Expivia help you use this new and exciting technology to its fullest!

www.expivia.net

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