Customers visiting a company’s website in search of products sometimes need a little help. It is surprising that the majority of all customers fill their online shopping cart with products but do not then complete the purchasing process. According to studies, over 67% of customers express interest in products that they then do not purchase.

This represents a significant problem for online retailers and online retail in general: They must be able to increase the conversion rate and make the purchasing process easier. As already mentioned, sometimes a little help is needed.

It’s like a traditional store – a salesperson can answer questions, give advice, and inform customers about products they’re interested in. It would therefore prove to be incredibly useful for online retailers and e-commerce providers if they could make the purchasing process more interactive and provide a virtual assistant that advises and supports customers during the purchase, especially when it comes to expensive purchases.

WebRTC (Web Real-Time Communication) meets exactly these requirements: It enables easy communication within a browser session. For example, an online customer who is weighing up a purchase and still needs some assistance may be encouraged to use a discreet click-to-call button displayed on the website. He is then connected via his browser to a call center employee who answers his questions and accompanies him until the transaction is completed.

But that’s not all: Using analysis methods, WebRTC enables the transfer of information between the customer’s browser and the call center employee, who can then track which products the customer has viewed, what he has put in his shopping cart, etc. In other words, the employee receives a wealth of information about the customer’s purchasing behavior and can offer immediate support.

Just think of how even a minimal increase in conversion rate can have a significant impact on sales. For all operators of an online shop or online sales channel, the question arises as to how they can integrate the network more effectively into traditional sales channels such as call centers, and this is exactly where we can support them. Thanks to our technology, organizations can increase the reach of their call centers and use them in the online world using full WebRTC capabilities.

If you also want to take full advantage of your online and call center assets, contact us today. Even small things can make a big difference – use our expertise to see for yourself.