Imagine a digital world in which customer service is just a click away.
A world in which a hesitation buying something online can be eliminated by calling an adviser, instantly, easily, without being glued to your phone, waiting for a hypothetical callback, without changing terminal and screen, whether you are on your computer, your tablet or even your smartphone.
Software such as Skype, Viber or unified communications like Lync in companies have made these free VoIP calls, which do not need a telephone and use the data networks, widely available. But you need to set up an account and install software, and they only allow you to call contacts who have the same software, or contact someone who just has a telephone, but at a cost.
With WebRTC, a call is just a click away on the web: no need to install any software or plug-ins, no need to have a prior account, and total anonymity guaranteed. The brand need only insert a few lines of code into the page to give all Internet users access to these features.
Users are given the possibility of immediate contact. The interface can appear only when an adviser is available or it may indicate the wait time. It can also appear only when appropriate, in the proper context, such as when customers really need it. And it can provide more interaction, the adviser sharing content of any kind—a form, a video, instructions—or even helping the customer with navigation through co-browsing.
Dusty, old web callback is definitely outdated. Long live seamless WebRTC and click-to-call, for a customer experience that moves with the times: simple, smooth and free.