In many cases, a quick phone call or email will be enough for a customer to get answers to his or her questions. Sometimes, however, the process would go much more smoothly if the technician could take a look at what is going on. In those cases, webRTC is a lifesaver.
With webRTC, customers aren’t limited to trying to explain what’s going on with a product. They can use the video chat feature to actually show the support person what they’re doing and how the product is responding. If the product happens to be software, there are still possibilities. If a computer’s camera can’t be turned to face its own screen, the customer can access tech support chat from a camera-enabled mobile device and use it to show the software in action. These options will cut minutes or even hours from the time it would normally take to diagnose an issue and provide the proper advice.
WebRTC’s compatibility with mobile browsers doesn’t just expand existing support options – it also opens up new frontiers. For example, until now, auto parts sites were pretty much limited to either providing general car repair advice or selling big manuals that cover the entire gamut of possible repairs for specific makes and models of cars. Now, however, such a company could also sell advanced support services in which a qualified technician would remotely look over the customer’s shoulder and provide instruction right as the customer was working on the car. This would both open up a new revenue stream and make customers feel more at ease with the idea of embarking on such projects. Many types of companies can benefit from adding services like these, either as paid options or as free bonuses.
WebRTC is also an excellent addition for sales departments that deal with customized solutions. It used to be that a live visit was required to give even a preliminary quote for many such products. This was inconvenient for customers and took up hours of salespeoples’ time. Now, customers can easily use their mobile devices to show enough of their facilities to allow for nearly instant, hassle-free initial quotes and Q and A conversations.
One important thing that companies need to do when implementing webRTC is integrate it with their existing CRM system so that everyone at the company can access records of these customer contacts. Tenfold is a system that works with existing CRM software to do exactly that. With it, everyone who interacts with a customer can make notes about that interaction so that the next people who do so can quickly get up to speed on the ongoing conversations. It will also keep track of who has talked to a customer and which channels were used. This tracking can handle contacts that happen by phone, webRTC, non-video chat, email, support ticket, and more. Your company won’t have to worry about conversations being lost and your clients will be happy to realize that they don’t have to start from the beginning every time they contact your business.
By hooking Tenfold to your webRTC desks, you’ll ensure that everything remains streamlined even as your contact handling options increase. This will allow you to shorten or eliminate the beta phase that typically accompanies such upgrades. Soon, you’ll find that customers prefer your webRTC options for both regular and advanced support and consider your firm to be more reliable than your less-advanced competition.
To learn more about webRTC, the opportunities it presents, and how it works with Tenfold, just contact us. We’ll be glad to explain everything and provide a demonstration of how Tenfold ensures that no channel is left out of your company’s information loop – whether the technology is as old as the telephone or as new as live, mobile video communication.
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