Development of a WebRTC-Based Video Communication Platform for eCommerce Customer Engagement

The client faces difficulties in providing immediate face-to-face communication options for website visitors, leading to lower engagement and conversion rates. Their current platform lacks seamless video communication, call recording, analytics, and customization capabilities, hindering personalized customer support and insights into user behavior.

A mid-sized online retail company seeking to enhance customer interaction and increase sales through live video support and consultation.

• Implement a seamless WebRTC-based video call feature accessible via a call button integrated into eCommerce websites.
• Enable instant, one-click face-to-face communication between customers and support agents on both web and mobile platforms.
• Develop an intuitive user account management system with secure authentication and authorization.
• Integrate secure payment processing within the platform to facilitate transactions during consultations or support sessions.
• Incorporate advanced call recording, statistics gathering, and analytics to monitor session quality and user engagement.
• Provide UI customization and branding features to align with client-specific design requirements.
• Ensure cross-platform compatibility with optimized performance for major operating systems, including iOS, Android, and desktop environments.

• WebRTC-based video call functionality for instant face-to-face customer support.
• Call recording with secure storage and retrieval options.
• Call analytics to gather statistics on call durations, frequency, and user engagement metrics.
• User account management with registration, login, and profile customization.
• Built-in secure payment gateway integration for transactions during or post support sessions.
• UI customization and branding options to match client website styles.
• Cross-platform operability across web browsers, iOS, and Android devices.
• Seamless integration via a simple call button embedded into existing eCommerce websites.

• Secure payment gateways for transaction processing
• Existing user authentication systems if applicable
• Internal analytics dashboard for monitoring call metrics
• UI customization libraries or APIs

• System must support concurrent sessions with low latency, targeting sub-200ms video transmission delay.
• Ensure compliance with security standards such as GDPR and PCI-DSS for payment data.
• Design for scalability to handle high traffic volumes during peak shopping periods.
• High availability with 99.9% uptime to guarantee reliable customer support.
• Responsive UI optimized for various device types and screen sizes.

The implementation of the WebRTC-based video support platform is expected to significantly enhance customer engagement, leading to increased conversion rates, improved customer satisfaction, and higher sales. The platform aims to provide actionable analytics, resulting in better support strategies and personalized experiences, with an estimated improvement in customer interaction metrics by over 30%. Additionally, seamless integration and customization options will strengthen brand consistency across digital channels.