WebRTC Solutions Featured Article

1Click Gaining Lots of Clicks for WebRTC-based Help

June 04, 2015

When it first came out, the Amazon Mayday button was a curiosity. However, the value of being able to provide people with real-time video/voice chat with screen sharing assistance directly from their browser has quickly become popular. It has done so thanks in no small measure to WebRTC. In fact, as contact centers move to omnichannel capabilities immersive real-time interactions are moving rapidly from being niceties to necessities.

An indication of the popularity of Mayday-like, WebRTC-based customer care comes from Indian startup 1CLICK and its WebRTC co-browsing platform. The company recently announced that over 500 businesses have signed-up to use their product in the first 10 weeks of the launch. Its ease-of-use and installation, a widget on a company website, have proven to be a compelling value proposition.  

For those familiar with WebRTC functionality you know the deliverables. Available at 1click.io, the widget enables customer care agents to co-browse enhancing interactions to do things such as use annotations to draw and highlight problem areas and assist them in such tasks as filling out qualification forms or ordering products and services. 

Where 1CLICK differs from Amazon’s Mayday button is that it is not device specific which means any online business can use it so long as cusomters have the WebRTC supported browsers.

The way that co-browsing works is that when a customer has a problem navigating the website effectively, they can receive immediate help. An agent browses the same page as the customer and can point to different sections of the screen or draw on the screen in order to show the customer what they need. The agent can also take control and perform actions such as filling out forms, but the customer can always get the control back once they have received the information that they need.

1CLICK is a full-featured implementation of WebRTC.  Along with an intuitive dashboard for agents, among the functions available are:

  • Screen sharing
  • Access to previous conversations
  •  Ability to make audio and/or video recordings of any session.

1CLICK notes that the widget is customizable and offers one-way video, two-way voice or a combination of these.  It is also touting the fact that they have made the service affordable for businesses of any size. 

The service comes in three flavors:

  1. Free Plan:  300 mins/month, co-browsing, 500MB data recording, analytics, and phone support.
  2. Hero Plan: $19.99/agent/month which includes 1500 mins/month, co-browsing, 2GB data recording, analytics and phone Support
  3. Enterprise Plan: pricing on request but includes a customized Hero Console, and a host of integration and support capabilities.

Hrishikesh Kulkarni, founder of 1CLICK said "We have now launched a co-browsing solution that lets clients share a visual experience with online customers. Clients embed our script on the website and the web-pages could be co-surfed by the agent and the customer. We adopted WebRTC as a technology for our browser support. WebRTC which had a seen a lot of hype and is finally going mainstream with support from all browsers and mobile devices."

While the Amazon Mayday appellation of its real-time help service conjures up disaster scenarios, the fact of the matter is that in a real-time world customers now expect real-time help ranging from useful self-service to having immediate access to people who have the skills and resources to not just help resolve crises quickly but also can help create more intimate customer relations when customers have issues that are not catastrophic but certainly are top of mind.  This is why WebRTC has found early traction by enabling help to be on call and on its way. 

Edited by Stefania Viscusi

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