Increasingly, companies need to think about how best to reach consumers, partners, and clients through a variety of platforms. Gone are the days, it seems when the most convenient way to do this was by phone or email. One exciting development in web communication is WebRTC (Web Real-Time Communication), a free and open-source project that uses simple application programming interfaces (APIs) to provide websites and apps an easy-to-use interface for real-time communication with clients.
Using WebRTC, customer service representatives can communicate directly through video, voice, and text with customers who are visiting the company’s website. WebRTC is a tool that can provide powerful, contextualized communication to give superior customer service.
What a Company Should Look for in WebRTC
Companies can either create a WebRTC service or buy one. Either way, make sure your system has the following functionalities:
- Scale up or down to meet user demand: At different times or in different markets, there may be different levels of user demand.
- Record and playback live broadcasts: Companies can send messages to many potential customers at the same time.
- Communicate seamlessly on mobile software: Many customers may eschew traditional PCs or Macs and access company sites and services on mobile devices. Companies whose platforms can be easily scaled to mobile will have a competitive advantage over those who are less agile in this way.
How It Works
Unlike earlier tools, WebRTC is integrated directly into the browser, which means it does not require plugins or apps to use. It works on all major browsers including Chrome, Firefox, Safari, Opera, and Microsoft Edge. It is an open-source project supported from the get-go by Google.
What Provider Should You Choose?
If you’re looking to get a real-time voice, video, and data communications for web and native applications, Agora is a good choice. They offer Software Development Kits (SDKs) for application developers to add interactive broadcast, gaming communication, and video and voice conferencing functionalities to their applications. Over 50,000 developers have used Agora.io to improve their apps, and the first 10,000 minutes per month are free. Use the Agora quick start guide to begin your WebRTC journey.
According to an article published in Profit magazine, adopters of WebRTC can expect “improved agility, ease of innovation, increased reach, and improved customer experience.” The same article predicts that “WebRTC will also fundamentally change how enterprises interact with their customers.” It is even now possible for companies to integrate WebRTC directly into IoT tech, which could be revolutionary in telehealth, home security, and home automation. So stay ahead of the tech curve and communicate better with your customers by considering which WebRTC functionalities you would like to include in your web services.