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February 13, 2014

Using Wildix Kite to Improve E-commerce Customer Service


Wildix is an Italian-based provider of VoIP and unified communications solutions and is one of the forerunners in the WebRTC market – a technology enabling real-time communciations over the browser with no downloads or installations required. It’s gained popularity based on the potential to disrupt a number of different industries, including healthcare, education and the contact center.

Traditional retail involves converting leads into customers, and then maintaining a good relationship with those customers. The same is true online with e-commerce, but email, newsletter and social media tools are not enough to set companies apart in an overcrowded market of websites and contact forms. Enter WebRTC.

WebRTC-based solutions make the online experience more personal with live assistance and real-time communications. The main advantage of using WebRTC solutions like Kite is simplifying and speeding up the contact center process – it’s easy to identify who customers are and what they’re looking for, and giving them an outlet to answer those immediate questions. With Web session information, people don’t always have to explain who they are and what they’re looking for, because information from the website can show what product they were viewing or information they were seeking.

Using WebRTC as an added value to a website means more lifelike interaction with customer service agents and company representatives. Wildix’s WebRTC solution, Kite, is catered to online customer interactions because it’s easy for visitors to start a chat, an audio call, video communication or desktop streaming directly from a browser.

The Wildix Kite widget can be embedded into any website or application, and routes calls efficiently to the right agents. For websites, this means customers can instantly chat or join an audio of video call with a company representative, and that will stay open while they continue to navigate the website. Agents can transfer files or share their desktop via features introduced in Kite 2.0, the latest version of the solution. Other features include antifirewall, group chat management and transfer, API and social networks integration.

“There is much more to e-commerce than a good website: The emphasis on the customer, on the brand image and on the interaction with the audience is what makes e-commerce business successful,” Wildix explained.

Learn more about Kite or see it in action here




Edited by Cassandra Tucker
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