Customers don't care about WebRTC!

By Sajeel Hussain - Jan. 1, 2014

That’s right, your end customer does not care about WebRTC. This may seem a strange statement to come from a company that is investing heavily in WebRTC but customers care no more about WebRTC than they do about WebSockets, CSS or any other web technology.

What your customers care about is the service that you can provide.

If you can provide a service that just works, that does not require any downloads or plugins and that a customer can trust to perform all the time every time, then you are on to a winner! And that is where we can help.

I recently read a blog by Tsahi Levent-Levi that really resonated with me and what we are trying to achieve here at CaféX. In it he says:

“At the end of the day, WebRTC is just a technology. A great one. But users don’t care. They want to use a SERVICE.”

And guess what, WebRTC is just one of the great technologies that we use in order to provide a toolkit to help companies provide enhanced services to their customers.

Want to be able to make video calls through your website? That is so 2013!

OK, maybe it is a bit early to claim WebRTC is old hat (I had to get a New Year’s pun in somewhere), but with our toolkit, not only can you easily add video calling to your website, but you can also enhance the customer experience by knowing who the customer is and what the customer was trying to do before they contact you! Know the context of the customer’s communication at the very beginning of the conversation and you will help to make the customer feel that they are valued and important.

Is the customer having a problem using your service? Provide live assistance to them by seeing what they see and even be able to annotate their screen and highlight where they need to click and what they need to do. If needs be, you can even do it for them!

Need to collaborate with your customer? With  Application Event Sharing you can easily ensure that both yourself and the customer can modify and see changes to the same thing!

WebRTC is a great technology, but it is not a service in itself. Through the combination of multiple great technologies in the CaféX toolkits, you can build or enhance your service to provide a customer experience that your customers will want to use again and again.

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By Gethin Liddell @GethinLiddell on Twitter

Technical Liaison – Customer Advocacy Group, CaféX Communications