Improving the Contact Center with WebRTC

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The way people access customer service is changing. If existing they want to survive in a highly competitive digital market, Contact Centers must adapt properly their services and make a continuious effort to provide greater customer experiences.

Poor Customer Services Practices

Today, Contact Centers cannot always provide the best customer service only over the phone channel. Clients who call in for specific support are usually kept on hold for long periods of time – considering that call centers numbers are not always included in phone price plans – they have to repeat information or if they write an email or if they interact on a web content they never receive an answer in real-time. Consumers complain because of these practices and, in fact, bad customer experiences have a very negative impact on businesses. A YouGov UK survey revealed that 76% of adults would switch providers after just one unpleasant contact center experience.

Immediate Assistance through a Web Browser

Companies know that a good Customer Service can make the difference against competitors. WebRTC technology can give the key to success, helping to improve customer services as it enables instant communication through web browser or mobile applications. Real-time capabilities are included, such as Video Calling and Voice Calling. Plugin download is not required thus it is faster, [secure] (http://blog.ivrpowers.com/post/technologies/webrtc-security/ ) and easier to use than other traditional channels.

WebRTC Communications for your Customer Service

This RTC technology allows to integrate different real-time communications options. Thanks to WebRTC an agent can comfortably move from Live Chat to Voice Calling or Video Calling, looking for the best communication option to solve a problem. For example, the possibility to share an application screen with Screen Sharing or a document with File Sharing can remarkably improve Customer Service.

Properly implemented, WebRTC technology can transform call centers and deliver significant benefits to businesses and consumers. Contact us at our website and we will inform you about advanced Video RTC solutions to improve your Contact Center.

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