How The WebRTC Technology is Transforming the Way Enterprise Communicate

author
Laduram Vishnoi
CEO, Acquire.io
6 min read
How The WebRTC Technology is Transforming the Way Enterprise Communicate

WebRTC or Web Real-Time Communication is a technology standard that has the potential to change the way we communicate with each other through our laptops and desktops.

WebRTC allows users to do real-time audio and video chatting on the browser itself, with any computer or website, without even installing one single application.

Hailed as the next biggest idea in the field of online communication the technology is already transforming the way enterprises are connecting up with their clients and associates.

According to WebRTC stats, nearly 70% of the participating companies use, will use, or want to use, this form of interaction.

This form of communication has all the potential to become one of the greatest digital strides the world of technology can take in the recent years. Envisaged nearly 5 years ago, and backed by the biggies of the Silicon Valley, WebRTC is the future, and companies cannot be more excited about the whole concept.

New and old, every single enterprise is looking to add the technology amongst their fold to serve their clients and customers in much more robust and efficient way.

But, is the technology that promising? Is it really changing and reinventing the way businesses are interacting with their customers?

Let us find out by checking out how WebRTC is actually remodeling the way enterprises are communicating.

1. Crossing all the barriers to communication

The vital aspect of WebRTC is to bring companies and customers closer to each other via the aid of technology. The technology has all the potential to break all communication barriers by bringing a user and a company closer.

With the standard, users do not have to install anything to use the potential of the technology. However, with it, both customers and enterprises can unlock several advantages.

For example, banks and insurance companies can use the technology to trade with existing clients and interact with their new customers for identification purposes. With the help of sound and visuals, executives can easily answer all questions and jot all formalities through the interactive session.

This means, the client does not have to visit the branch but can still be accommodated as per regulations.  This process can directly remove the requirement of physical presence of both the customer and the executive at one single place—thus saving time, resources, and money.

There are many WebRTC based tools like Acquire - which provides sound support to all clients across various handheld devices and browsers. With its screen share and co-browsing facility, the tool can easily create a sound synergy with the technology to provide you with the goods. This makes Live Chat a reality for companies to use and exploit.

Also, apart from connecting with customers, companies can also use the interaction standard to create a better internal communication link between their own people.

Imagine how helpful it will be for organizations to connect with their employees who are placed or situated in remote areas. The technology has the potential to get work done quickly in an efficient manner.

2. Provide better and faster customer service

Shoppers and Clients all around the world pray that the companies they select provide the best form of support and help when they need it. Of course, an enterprise should be serious about providing the right support, but their plan, vision, and priority should promote the same.

The firms that are serious about enhancing customer support experience for clients and to streamline customer service processes are already using WebRTC strategically. There are several benefits that companies can bring to the table with this communication tool.

For instance: websites like Facebook, Amazon, Walmart, eBay, etc. can easily serve their community with the help of this standard.

The service provides the opportunity to customers where they can directly talk one-on-one with sales and support executives to pacify all their queries. The companies, in turn, can also present their case in a much coherent and transparent way. Most promisingly, customers do not have to rely on any installation or software.

Imagine this scenario, where enterprises also present a real human face to answer all the questions of the clients. The process will quickly create a better bond and trust between the two parties instantly. Also, real-time chatting would enhance the customer experience.

Apart from that, companies can also use the technology to provide great customer service to their new/old clients. For instance, demonstrations, troubleshooting, advice, and audio-visual referencing can easily be transmitted to the customer via their browser. It would simply mean that support teams would be able to help and aid clients in a very in-depth way; thus, solving even grave and challenging issues in a timely manner

3. It provides a safe and reliable line of communication

“Effective communication is a key factor in the success of your product.” - Jesse James Garrett

As per this study, done by IDC in 2014, there were more than 1.5 billion WebRTC endpoints active at that time and the figure was set to reach 6 billion plus by the next year.

With so many endpoints, and ultimately users, companies have to be careful that the channel they are using and inviting customers to use is safe and sound. Thankfully, even the developers of WebRTC—Opera, Google, W3C, Mozilla, Microsoft, Ericsson, and Cisco—have taken security quite seriously.

The technology possesses several built-in security features which make it a very safe and a reliable standard to use. However, the most important point here is the fact that users do not need to download anything to use the feature.

So, instantly, users protect their devices from malware, viruses, and bugs. Since WebRTC works on the browser to browser platform, you do not have to download any plugin or software—thus getting immunity from these issues. Despite that, the promoters of the standard have still used several protection protocols to safeguard the users.

The most active ones are of course these three:

  • End-to-end encryption between the connected peers: irrespective of what browser you are using.
  • Secure Real-Time Protocol: this can protect users from hackers and thus keep your conversation private.
  • DTLS or Datagram Transport Layer Security: any form of data or information, which passes through the technology, is encrypted with DTLS. This measure ensures data protection and privacy.
  • Microphone Security and Camera Protection: users must manually turn on their camera and audio access with a popup. Hence, there can be no danger of eavesdropping.

With so much protection and safeguarding, companies can easily rely on the technology to give them and their clients the protection, safety, and privacy. The users also can rely on it, as they would feel very safe using the system.

This is especially crucial for banks, insurance companies, and B2B businesses.

Enterprises can also use the system to internally hold secure talks and interactive sessions with their partners, employees, and associates.

4. Helps in Cutting Costs on existing communication systems

This works in favor of everyone, as both companies and customers can save costs because of implementing the system. Remember, the standard won’t require any extra resources or bandwidth, it will use up your existing servers only.

In the long run, think of how much cost firms can save with a system like this in place. And, keep in mind, the whole point of using tools, systems, and technologies are to reduce overall costs and overheads.

RTC can easily be a less inexpensive option than standalone UC (unified communications) or VoIP. Think of it in this way, for the technology you won’t have to pay a single penny as an investment.

Since the magic will happen inside the browser itself, the customers will also have to pay nothing if they avail the service—apart from buying a web camera or microphone if their desktops or laptops do not possess one.

Companies won’t put in any setup cost and expenses. Apart from that, the maintenance costs are also minimum and standard. Just that, a developer may have to pay a bit extra for using existing libraries.

In addition, and very joyfully, enterprises would even save money on licensing fees too, as the technology is a free standard to use and develop. Also, in terms of putting in safety barriers for internet protection, both users and enterprises won’t have to do anything extra.

Hence, you can say with confidence, the interaction standard can easily save money for enterprises in the long run, at least in the communication department.

5. More Enhancement for Communication links thanks to an efficient development

Communication modes and mediums change as soon as new technology arrives. Modern communication channels have evolved thanks to the digitalization spree that the world of business has seen in the last two or three decades.

WebRTC is the fruition of this spree, and thanks to its rapid development we can be certain that it will be an even better—and a ubiquitous— technology package, five or ten years down the line.

Backed by giants like Google, Microsoft, Cisco, and Ericsson, the standard will indeed evolve faster than other video communication tool or software.

communication tools

Even Apple, the technology giants from Cupertino, is putting its weight behind the standard through its WebKit, the warehouse behind Safari. The updated kit will allow the browser to team up with websites that offer this form of video conferencing.

So, if a smaller enterprise decides to opt for WebRTC, then there is a chance that their investment would be in safe hands. We believe, just because of this notion, the standard has seen a 56% growth in implementation from last year alone.

Final word 

WebRTC is revolutionizing the way firms are talking to their customers and clients. Regarding clear communication, the standard has all the potential to replace existing video communication tools like Skype and Viber which work only on the VoIP platform.

Overall, the technology is already improving and remodeling the way companies are interacting with their clients and their peers.

You may also like

Does Ecommerce Business Really Need Live Chat? [Infographic]

If you’re running an ecommerce business, then you must know the importance of a live chat in your website....

4 Solid Reasons Why Businesses Opt for Proactive Live Chat

In Today’s competitive world, every business faces challenges like to offer top-notch customer service to the customers, to stay...

6 Ways Internal Help Centers can Help in Dealing with a Haywire Customer Support

A typical customer support center is like a busy bus station. With many customers beckoning on support representatives to...