WebRTC is just one of the latest innovations in the communication landscape that promises to change the way businesses and customers interact.
As the world continues to digitally transform, customers are constantly searching for ways to enable more efficient, and straightforward service experiences. Self-service solutions, AI IVR systems, and other tools are helping to pave the way to faster resolutions and improved user experiences. However, there are still some issues that could slow the CX experience down for some customers.
Today, we’re going to explore how video and WebRTC could be the key to driving a new quality of customer service.
Making Excellent Service Simple
In a traditional contact centre, a customer would dial a number and end up sitting in a call queue while listening to on-hold music. In the back end, a system would gradually move the call along the queue, navigating the connection to a specific agent when one becomes available. The agent gets the information about the user sent to their screen and asks the caller to verify their identity.
Often, customers in this environment need to explain themselves several times to different agents and authenticate their identity more than once before they can thoroughly discuss a problem. Contextual information gets lost along the pipeline, and sometimes it’s impossible to fix an issue without sending an engineer out to assess the problem visually.
WebRTC and video aim to solve the common problems of clunky customer service by making it easier for customers to accelerate their conversation to a video chat in seconds. A customer can start by chatting to a bot on a company’s website, which attempts to solve their issue with FAQ responses and self-service guidance. If that doesn’t work, the bot can send the contextual information of the full conversation to the next agent available, who can take over the call, and ask the client whether they’d like to continue the conversation in a different way.
WebRTC technology allows users to chat in real-time directly through the browser, with simple click-to-call or click-to-video solutions that launch immediate experiences.
Click to Chat, Call, or Video Conference
Through WebRTC technology, customer service personnel can offer immediate and personalised support to website visitors. Users can even connect with agents via video, accessing features like screen share and file-sharing to provide more information or context on the problem. This means that the time to resolution drops significantly for the customer. They don’t have to wait for someone to dial back from a different device or download a new plugin or software to start video calling.
Because WebRTC technology works through the browser, it eliminates the confusion and complexity of using various applications to complete a service conversation. It also means that customers don’t have to deal with the worry of downloading new software from every contact centre they need to interact with.
As digital conversations become more common than face-to-face interactions, the change to WebRTC could be the key to simplifying client communications.
