How To Boost Customer Engagement With WebRTC!
Posted On November 11, 2016 by Chip Wilcox in Blog, Contact Center, Ecosystem, Verticals
Fully secure Web-browser-based communications has helped make WebRTC technology the darling of the news media. Case in point: REVE Group’s recent announcement of its new cloud-based multichannel chat platform that enables businesses to boost customer engagement with WebRTC in real-time.
This service is different from some others experienced during online searches. It offers live voice calls and video chat directly through the browser, using WebRTC technology. This means better customer service, as users who fail to find satisfaction in one medium can easily elevate interactions to more personal levels—from online chat to voice, for instance.
WebRTC (Web Real-Time Communications) is a new standard being developed by the Worldwide Web Consortium (W3C) and the Internet Engineering Task Force (IETF). Together they’re the people that bring you the Internet you use everyday. WebRTC allows companies to interact with customers using devices they already own. Customers do not need to download a completely separate communications application like Skype or Google Hangouts. WebRTC turns most major Web browsers into an open communications tool that includes video calling, video chat, and a secure data channel for file sharing.
As a result, WebRTC is a way for businesses to extend the reach of their marketing messages to more existing and potential customers. A study by Forrester Consulting on the business benefits of embedded communications technology found that WebRTC is delivering significant value across core business functions for organizations across a range of industries: “Organizations that embrace rich, real-time communication technologies, like WebRTC, reap indisputable benefits.”
Internal collaboration among sales, marketing and IT enabled by WebRTC were found to drive engagement and deliver a stellar customer experience. This increases competitive advantage. According to the study, 97 percent of respondents feel that embedded communications will moderately or greatly improve customer support.
Industries from finance to healthcare are taking advantage of WebRTC’s ability to deliver embedded live video, voice and messaging capabilities for existing applications—from medical software collaboration solutions to educational platforms.
Keep up with today’s savvy digital consumers and their demands for easy and instant interaction. These customers want to know you, so give them the tools like those made possible with WebRTC, so they can more easily interact with you, wherever they are and whenever they want. Boost customer engagement with WebRTC!