Testing for WebRTC Connectivity can be a troublesome process and this poses a problem for companies who offer products that make use of real time communication. With limited knowledge of your customers’ browser profile, network status and Operating System, sometimes a ‘try it and see’ approach is all you have when it comes to customer support.
What WebRTC Connection Types are Available?
In short, there are two ways a WebRTC connection can happen. Firstly, there’s the Peer to Peer connection (P2P), which enables two clients to communicate directly with each other via their browsers. Communication is enabled through a signalling channel, usually by a script in the server.
And then there’s WebRTC connectivity via a TURN (Traversal Utilities for NAT) server, where two clients communicate via a relay server. A TURN server provides clients with their public IP address, which is then used to establish the media connection.
Whether a client can connect to WebRTC via a peer to peer or TURN connection, depends on their network environment. In most cases, the only way of identifying which connection a client has is to have them attempt a connection in the first instance, which will then reveal which method will work with their particular network.
When WebRTC Connectivity Issues Arise…
Undoubtedly, one of the most common (and frustrating) customer issues tech companies face in regards to WebRTC is compatibility. Those dreaded words ‘it doesn’t work’, uttered by a client, are every WebRTC company’s worst nightmare. What typically ensues is a lot of time spent troubleshooting, covering every aspect of what could have went wrong; did the client follow the correct process? Was it their network…or their browser? These situations invariably end up draining a company’s time and resources, which could be better spent attracting new clients and growing their business.
But what if it doesn’t have to be this way?
How Netscan Can Help
Netscan is a browser-based network diagnostic tool that can help companies establish client issues in a matter of seconds, either before or after they attempt to make a WebRTC connection.
When used before a client tries to connect, Netscan provides companies with a clear and accurate indication of the client’s connection type and provides useful measurements of the connection quality.
If a client has already tried to make a WebRTC connection and failed, Netscan can then be used as a troubleshooting tool to establish the reason for the failed connection. This enables companies to take action in resolving the issue.
What typically takes customer support hours to sort by phone or in person, Netscan can resolve in a matter of seconds by providing all the information a company might need about a client’s browser profile and Operating System.
A simple scan that lasts a few seconds is all it takes to access a customer’s full diagnostic information.
By embedding Netscan into your product, you’ll be able to offer a higher level of customer service and more effective troubleshooting advice that will improve your customers’ experience and your companies’ reputation.