Demystifying WebRTC: Three Benefits of Implementation
In the five years since its introduction, Web Real-Time Communications (WebRTC) has been the subject of much discussion regarding its place in the communications hierarchy. Businesses are now beginning to actually deploy online real-time communications solutions, bringing it back to the forefront of discussion.
According to Webtorials’ 2015 WebRTC State of the Market Report, 47% of the 191 IT professionals contacted stated that they had implemented WebRTC or were planning to do so within the next year. 34% of respondents stated that they didn’t know enough to implement it, which is a common issue for businesses looking to improve their communications networks. To clear up that confusion, following are the three main reasons for a business to implement WebRTC.
Cost Reduction
Multi-channel marketing is widely used by businesses, especially those that maintain both an online presence and a physical location. With the increase in mobile technology, this means that customers expect not only the standard 800 number, but also access via their mobile devices. Maintaining an 800 number is often a large expense for businesses, and it’s in this area that online real-time communications can help the most.
Embedding WebRTC into mobile and online channels will help decrease the number of customers who need to contact the call center for help. Customers will still receive the help they need, but at a reduced cost to the business.
Customer Service Improvement
Businesses rely on keeping their customers happy. WebRTC’s advantage here is that it allows businesses to combine their real-time capabilities to give the customer what they want, at the moment they want it. This could mean a customer is able to contact someone immediately for a website problem and get a quick solution, or it could mean looking at large items like properties and houses with an agent — without the customer even having to leave the comfort of their own home.
Revenue Increase
Travel businesses like car rental agencies, airlines, and hotels are all interested in real-time communications as a way to help reduce customer wait times and increase revenue. Missing a flight or arriving late can leave a customer desperate to find a solution, and long wait times to actually speak to a live agent will only increase frustration all around. Instead of standing in line waiting to speak to the sole agent available, WebRTC can allow a customer to speak to a live agent from their mobile phone. Businesses can even implement this solution as a premium service.
Organizations looking to implement online real-time communications should keep in mind that it will need to be integrated into the existing network, which can be complicated. For more information on the benefits of WebRTC and how to implement it, contact Cloud Source today.