{"id":23384,"date":"2023-01-25T09:45:10","date_gmt":"2023-01-25T08:45:10","guid":{"rendered":"https:\/\/maroon-cobra-681026.hostingersite.com\/en\/?p=23384"},"modified":"2023-12-18T13:22:42","modified_gmt":"2023-12-18T12:22:42","slug":"communication-system","status":"publish","type":null,"link":"https:\/\/fonvirtual.com\/en\/blog\/communication-system\/","title":{"rendered":"Tips for implementing a real-time communication system"},"content":{"rendered":"

Since the appearance of WebRTC, communication systems have evolved and improved drastically. This latest generation technology allows the transmission<\/span> of information in real time via voice, video and text directly<\/b> from the browser and without the need for investments or downloads. The flexibility it provides, among other improvements, is what has made most companies seeking excellence opt for real-time communication solutions based on WebRTC technology. In this article we explain you some tips for implementing a real-time communication system.<\/span><\/p>\n

Starting from the webRTC technology base, there are other factors that we must take into account when we are about to implement the communication system of our company. Diversity<\/span> of contact channels, possibilities of integration with third-party platforms and the implementation of AI solutions are<\/b> some of the keys to assess. Live communication offers us the opportunity to retain customers and strengthen our bond with them, but it also brings with it a series of challenges that we must face in the best possible way.<\/span><\/p>\n

To help you with the implementation of your company’s communication system, we have prepared some tips that we detail below:<\/span><\/p>\n

Take advantage of the possibilities of integrating the different channels on the same platform<\/span><\/h2>\n

Live communication is the main<\/span> objective to provide quick answers to users. <\/b>That is why it is important that all channels are connected and can be managed from the same platform. Thus, we will prevent agents from wasting time switching from one to the other and can resolve their doubts when they need it, without waiting.<\/span><\/p>\n

In this sense, having a <\/span>solution to unify all channels<\/span><\/a> communication in which we can integrate<\/span> various levels of interaction<\/b> with customers by voice, chat and video, is essential.<\/span><\/p>\n

Use internal communication<\/span><\/h2>\n

\"communication-system\"<\/p>\n

The agent who deals with an interaction is not always the one who can give a response adjusted to the customer’s needs from the beginning. Therefore, live communication also should<\/span> be reflected in the relationship between employees<\/b>, so having a communication system that allows them to talk to each other by voice, chat and video is key to good customer service.<\/span><\/p>\n

Thus, if as we said, an agent receives a conversation that has been previously handled by another colleague, they can ask him in real time and by any of the available means if he is available, <\/span>thus reducing unnecessary waiting times and increasing the efficiency of our service<\/b>.<\/span><\/p>\n

In addition, in the case of the solutions that we offer you at Fonvirtual, you will get <\/span>other functionalities<\/b> to encourage real-time collaboration among your team: corporate chat, broadcast groups, status change system…<\/span><\/p>\n

Check the reports and statistics<\/span><\/h2>\n

It is of vital importance that every live communication system has a support of reports and KPIS on which to be able to report strong points and points of improvement. That is why when choosing your solution you should look for an option that includes the following:<\/span><\/p>\n