If you are running a customer service operation, you have the challenge to manage all inbound requests (e.g. voice, chat, e-mail) efficiently, while keeping pace with the developments in communication technology. Customers are increasingly online with their mobile devices. Only one click is needed to set-up a call to one of your agents. Traditionally, such calls go through the networks of mobile operators. And if you are a customer-friendly business you probably let your customers contact you free of charge, right? However, that comes at a cost, especially when using toll-free numbers. Many mobile operators levy excessive mobile surcharges on such numbers to be paid for by…YOU!
Well, there is a way to bypass these mobile networks (and subsequent high costs) without limiting the accessibility of your customer service operations. Let’s dive into WebRTC as a solution that allows your customers to contact you ‘on the fly’ and free of charge, which is also friendly to your budget.