The rise of video conferencing and remote communication has been significantly beneficial to businesses around the world. There are now many solutions being offered to organizations that claim to provide the best platform for video calls. This leads to issues surrounding accessibility. Businesses that work with different services often struggle with compatibility, leading to a breakdown in communication between internal and external users.

These issues can be especially apparent in customer service scenarios. Many customers won’t have experience with a variety of different communication methods, so maintaining effective communications can be a time-consuming challenge. Businesses need to work with a service that both their internal users and external contacts can use effectively. The only service that guarantees a truly accessible and successful experience is WebRTC.

WebRTC is a service that launched in 2021, that allows users to host video conferences through a web browser of their choice. WebRTC is not a video conferencing service itself, but a framework that can be installed into more comprehensive platforms. At Ericsson-LG Enterprise we have seen the huge potential that WebRTC offers businesses, and as such it is a core component of our iPECS ONE communications platform.

This blog is designed to explore where in your business WebRTC can help you to offer more online services, improve customer support and facilitate better internal collaboration.

Expand your range of online services:

Accessibility is the primary focus of WebRTC. Through this service more people than ever can access online meetings, no matter the devices they own or their technical skill. This creates opportunities for business to open up into new markets that previously would have been inaccessible.

By reducing the barriers to communication, WebRTC allows businesses to connect with a new customer base, without great expense. Businesses can facilitate group training sessions, consultancy, coaching for sport or music and better technical support. The way that WebRTC makes communication more accessible meant that it was a natural choice to support our iPECS ONE platform.

This accessibility is expanded on further by WebRTC’s open API.

Businesses can develop their own tools to work alongside WebRTC, developing it to suit their particular needs. WebRTC has been expanded on by teams to allow for livestreamed content, larger video meetings and more advanced screen sharing services.

Customer Service Capability:

Making video conferencing accessible to every customer can be hugely beneficial to a wide range of businesses. WebRTC makes the process of hosting and joining video calls simple.

With other services, hosting a video conference requires installing new software, creating accounts and other processes that external users could find confusing. With WebRTC you can simply invite new users to a call through a QR code link. Open this link and the user is taken directly to the call through their internet browser.

This ease-of-use is likely to lead to a more positive customer interaction overall. Giving customers options in terms of the method they use for calls as well as not requiring any downloads has two main benefits. The first is the speed of which you can get in contact, there are no delays, and a faster call process benefits every party. The second is accessibility, allowing your team to gain a face-to-face connection with customers no matter their level of technical expertise or equipment.

Enable Faster Collaboration:

The benefits of WebRTC are just as easily be put into practice in an internal business environment. With the increased focus on remote working, teams are turning towards using personal devices. There is a desire for flexibility and therefore specific software is required to support this. WebRTC can make this desire a reality.

No matter where your team members are based, or the devices they have at their disposal, you can maintain a high standard of collaboration with WebRTC.

Arranging calls between colleagues is made even simpler when using iPECS ONE. Simply initiate a chat with a member of your team and if your query cannot be solved via an instant message, escalate the conversation to a call or video conference with the press of a button. The call process is powered by WebRTC, meaning it is both quick and accessible on any device.

Remote collaboration is an essential part of business life in 2021, WebRTC ensures that this process runs smoothly.

Overall WebRTC provides business the opportunity to link online methods of communication with their existing phone systems. This creates a wide range of opportunities for customer engagement and internal collaboration. If you are interested about bringing the benefits of WebRTC to your business, speak to your nearest Ericsson-LG Enterprise Global Partner and find out more about iPECS ONE.