By utilizing WebRTC in your application you kept your customers happy by eliminating the need for them to download anything. Everything works in their web browser enabling them to use features such as video and chat quickly and easily. The peer-to-peer technology enables your customers to speak directly from one web browser to another; providing them with higher performance and lower latency. All these should equate to an enhanced customer experience.
However, it is important to remember that because WebRTC is peer-to-peer technology, the quality of a WebRTC application’s experience is determined by the quality of the network, and by the equipment used, along the pathways between peers. These are things you have limited control over. Even so, customers who consistently experience issues with performance when utilizing your application will look at you as their first port of call when things do not work as planned.
This is understandable. In most cases the provider of the application is directly responsible for the performance of the application. When you get a call from a customer complaining about the quality of the video, call or other channel supplied by your application, they do not want to go through a gauntlet of questions asking them about their setup, network speeds, connectivity or anything else. They want answers, they want solutions.
Every customer contact is an opportunity
We believe every customer, even one complaining about something that is not due to any fault on your side, deserves your best consideration. After all, they have taken the time to contact you instead of walking away from your service. Being contacted by a customer for support, even if they are complaining, is a good thing. I would even go so far as to say it is a great thing! They are starting a conversation with you. You have an opportunity to turn what might have been a negative experience into a positive one your customer will remember.
Insights provide an enhanced customer experience
But how can you do this if the problem had nothing to do with your application and everything to do with the customer’s setup or the network routing connecting the peers? The last thing a customer wants to hear is that they are potentially the cause of the problem. What if I told you that with a few simple clicks you could:
- Find a customer’s session
- See how many participants were in their session
- See how long their session lasted for
- Know what operating system and browser they used
- Know location they joined the session from
Your customer will know immediately that you are taking the time to listen to them. They will realize you are willing and able to sort out their problem. Because of this, they will be inclined to listen when you tell them where the problem lies. Why? because you have already proven you know what you are talking about.
How you too can have this information
No, this is not magic, this is what watchRTC does for you. But it also does so much more:
- For each session, you get information on all the peers involved
- You can see the individual bitrate, packet loss, and Jitter rate experienced at the time of the session
- On a per-channel basis you can get all above plus channel-specific information, such as frame rate for video channels
- And so much more …
This information will help you give your customer the reasons why they experienced an issue while using your application. In addition, you will also be giving them the information they can use to solve the problem.
Watch our video to see how easy watchRTC is to utilize in your application and the information it provides. Every WebRTC application needs access to these insights.
Don’t aggravate your customers by asking them a long series of questions only to guess what the issue was. Instead, give them information and facts and leave them with a great customer experience.
Get a demo today and discover how watchRTC can give your application a professional edge and provide your customer service team with all the information they need to provide an enhanced customer experience.
New to Spearline?
If you are new to Spearline and would like to find out more about how you can benefit from our platform, we would love to speak to you. Please send us a brief message, and we will be in touch with you shortly.
Spearline is a technology company that proactively tests SIP/pstn and WebRTC communications for audio quality and connectivity globally. We support business sectors, such as contact centers, conferencing services, and other applications, in successfully connecting with their customers. If you are interested in benefiting from our platform, please get in touch with us.