Latest Version Release
There is a new innovation in how businesses and customers communicate and interact online. As customers continue to prefer a digital experience in their interaction and businesses continue to digitally transform a new front has opened in B2C landscape. Instant real-time video support and service without download of an app or plugin – WebRTC.
The technology WebRTC 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. WebRTC and video aim to solve the well-known problems of bureaucratic customer service by making it easier for customers to move their conversation to a video chat in seconds. A customer can start by chatting to a bot or contact center agent on your company’s website, which attempts to solve their issue with mostly FAQ responses and self-service options. If this doesn’t work – the next best step is WebRTC and video for a strong CX.
With 50% of customers saying they would switch to a competitor after a very poor CX incident – its important to ensure your customer service agents have the tools at their disposal to offer the best CX. There are numerous video software solutions available, however it is important to identify those who support WebRTC technology. If a customer wants or needs to escalate to video chat the next worst thing you can tell them is they first need to download an app or install plugin software.
Using WebRTC technology your customer service teams can offer immediate and personalised support, helping to improve first-line resolutions and increase customer satisfaction. As customers can video-connect with your CX teams they can use features like screen-share, co-browsing, file-sharing and custom features like e-signing documents to provide a better informative and contextual resolution to customer requests. Since WebRTC technology works through the browser, it eliminates the complexity of using different applications to complete a service request. It also means that customers don’t have to deal with the frustration of downloading new software from every business they interact with.
As digital interactions become the preference over face-to-face interactions, the change to WebRTC and video for a strong CX could be the key to simplifying the customer satisfaction scoring and give your business a competitive advantage.
Video In Person as a WebRTC enabled video solution
Latest Version Release
Read our latest released version of our Video In Person platform detailing the newest features & improvements for your benefit.
The Connected Customer: 3 steps to meet their expectations.
Customer expectations are changing at a faster pace than ever before. As our digital infrastructure and mobile devices become more advanced – customer’s expect service to keep up.
Necessary cookies are absolutely essential for the website to function properly. These cookies ensure basic functionalities and security features of the website, anonymously.
|cookielawinfo-checbox-analytics||11 months||This cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Analytics".|
|cookielawinfo-checbox-functional||11 months||The cookie is set by GDPR cookie consent to record the user consent for the cookies in the category "Functional".|
|cookielawinfo-checbox-others||11 months||This cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Other.|
|cookielawinfo-checkbox-necessary||11 months||This cookie is set by GDPR Cookie Consent plugin. The cookies is used to store the user consent for the cookies in the category "Necessary".|
|cookielawinfo-checkbox-performance||11 months||This cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Performance".|
Functional cookies help to perform certain functionalities like sharing the content of the website on social media platforms, collect feedbacks, and other third-party features.
Performance cookies are used to understand and analyze the key performance indexes of the website which helps in delivering a better user experience for the visitors.
Analytical cookies are used to understand how visitors interact with the website. These cookies help provide information on metrics the number of visitors, bounce rate, traffic source, etc.
Advertisement cookies are used to provide visitors with relevant ads and marketing campaigns. These cookies track visitors across websites and collect information to provide customized ads.
Other uncategorized cookies are those that are being analyzed and have not been classified into a category as yet.