Video-Enabled Customer Support – Telecom Reseller

Posted On November 16, 2016 by Chip Wilcox in Contact Center, News, Verticals

Originally posted on: Telecom Reseller on November 14, 2016.

So You Want Video-Enabled Customer Support. What Next?

by Christopher Jones, Contributing Writer at Technology Marketing Corporation (www.tmcnet.com)

Your business is considering using video for real-time, face to face customer service. And the onus is on you to move the initiative forward.

Where should you even begin?

As you conduct preliminary research, you may be tempted to use a dedicated video conferencing solution. Your business, for instance, may already have access to a platform from a company like Vidyo, Zoom, Blue Jeans Network or Microsoft (Skype).

These services are great for video conferencing; they enable secure, reliable video communications between two or more parties. So it may seem like a natural fit to upgrade your plan and use your current platform to connect with customers. This is not a good idea.

Here’s why:

Most of these types of dedicated conferencing services require customers to either download a special platform or create an account. And they’re expensive to support, especially at scale.

Now, for someone like an employee or existing client, this might be fine. It’s different when working with random customers or visitors to a website that may or may not end up as customers. In order for these folks to use a communications channel like video, there need to be as few barriers to access as possible. The video solution needs to be lightning-fast and reliable. It also needs to be visible and immediately available — meaning it needs to live directly on your website or in your application. Otherwise, customers will be more apt to stick with traditional communications solutions like the telephone or email. Or, they may get frustrated and never contact you at all.

Remember: Video is still new for customer support purposes.

Customers are still getting used to the idea of using video to speak with call center agents. But they will get used to it, just like they now take wifi connectivity on airplanes for granted.

The technology you need to enable fast, efficient video that customers will actually use is Web Real-Time Communication (WebRTC), an open source communications engine that enables browser-to-browser and in-app video, audio and text conversations. In other words, WebRTC can enable customers to engage in live chats with service agents right over your website or in your mobile application.

Video-Enabled Customer Support with Amazon Mayday
Video-Enabled Customer Support with Amazon Mayday (Source: CNet)

So, how do you obtain a WebRTC solution for your contact center?

There are a few different ways. Skilled developers can attempt the DIY approach by downloading the source code and building a WebRTC-enabled communications portal.

As with any open source technology, though, it can be tricky getting WebRTC to work properly. So it’s generally recommended that you work with a third party WebRTC enabler and platform provider like Temasys. This type of company will provide end-to-end WebRTC management and support solutions, guaranteeing a high-quality communications experience for customers.  A WebRTC enabler will also come in handy if you plan to scale your service.

The good news is that you don’t have to invest in any expensive equipment to use WebRTC. There’s no heavy capital or operational expenditures. With free WebRTC code and the assistance of an affordable WebRTC enabler, you can equip your contact center with video in no time.

With video-enabled customer support, your customers will love having an extra channel to reach you, as they will be able to use it to bypass the phone and gain immediate assistance. And you will love it, as your telecommunications bill will drop.

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