The Traditional Call Center Is Dead, But You Can Resurrect It With WebRTC
It was a typical yet telling rant conveyed via a bank customer’s Facebook status. “Totally frustrated with my bank,” she said to her 200 closest friends, referring to a problem in making an online payment. “Got transferred four times … then was given another number to call that put me into voicemail hell.” This issue was not the fault of the contact center. This failed customer service experience was because of the outdated legacy technology that the company uses.
Contact centers often get a bad rap from customers who are fed up with wait times, multiple call transfers and an inability or lack of knowledge on the part of the customer service representative about how to solve their problem. But, sometimes, it’s not so much the fault of the contact center as it is the outdated legacy technology that the company uses.
Dated technology creates a number of customer experience issues such as customer disconnections and hangups due to inefficient IVR systems. Additionally, customer frustration increases due to the transfers and hold times they have to endure. Legacy technology requires high maintenance and has expensive upgrade costs for infrastructure. With a legacy phone system, there is no long-term financial viability and a lack of innovation and omnichannel strategy.
Companies with omnichannel customer engagement strategies retain on average 89% of their customers, compared to just 33% retainage for companies without it. A study by MasterCard found that 8 out of 10 consumers now use a computer, smartphone, tablet, or in-store technology while shopping. Forrester also predicts that omnichannel retail sales alone will reach $1.8 trillion in the US this year. These numbers show that omnichannel is showing no signs of slowing down. Omnichannel solutions using WebRTC is a necessity to bring life back into your customer service experience!
Now is the Time to Embrace WebRTC
WebRTC is the bridge between the business and the consumer that provides an instant route to customer service for both. The rapid connectivity enabled by WebRTC allows customers to build a greater trust in companies as their problems are solved more efficiently. The reality is that WebRTC offers key competitive advantages for companies with call center solutions who are willing to make the investment. By integrating WebRTC with your current system, your company will improve the customer experience, as well as customer retention rates. Web Real-Time Communications will allow you to:
- Deliver low effort, personalized customer experiences.
- Integrate live audio and video communication with agents
- Engage seamlessly across all touchpoints, channels, and interactions
- Maximize revenue and loyalty while minimizing churn and costs
At Blacc Spot Media, we help our clients evaluate where their company is today and where it is headed in the future. Legacy contact centers cannot meet their current and future needs, forcing them to modernize with technologies such as WebRTC. Customers expect a consistently positive cross-channel customer experience. Multi-channel is no longer enough and is dying. By working with our team of Cloud Communications experts our clients are saving upwards of 25% on their contact center solution.
Learn how we can help you do the same!
About Blacc Spot Media, Inc.
Blacc Spot Media is an Inc 5000 fastest growing company in America focused on Web Real-Time Communications (WebRTC) development across web, mobile, native desktop and telephony implementations. Our team works on strategic projects developing custom applications, enterprise platforms and mobile applications for a wide array of clients. If you are interested developing your own WebRTC product or service, let us know how we can help you.