History and Use Cases of WebRTC: Healthcare, E-Commerce, and Identity Verification

Bitenta · 29.07.2026

Why Live Video Support in E-Commerce Is No Longer a Luxury but a Necessity?

While cart abandonment rates in online shopping exceed 70% in many categories, the main reason customers leave is a feeling of "not being sure." Will the size fit? Is the fabric like in the photo? When will the shipment arrive — each of these questions delays the moment of decision. Bitenta's live video support solution developed for e-commerce steps in exactly at this decision moment: while on the product page, the customer connects face-to-face with a representative with a single click, sees the product up close through the camera, and gets all their questions answered instantly.

Trying to describe the color, texture, or size of a product through dozens of messages tires out both the representative and the customer. Bitenta's video calling service solves this problem at its root with a WebRTC infrastructure that can be added to your website with a single line of code and runs without any app download. The customer clicks the button on your site, a video call instantly starts in their browser; audio and video are transmitted directly between your representative and the customer, and since nothing passes through a server, latency stays minimal.

Many businesses think setting up live support requires technical knowledge and a long integration process. However, with the Bitenta embed widget, there's no need for a developer, plugin, or complex installation. Simply paste the single line of code you generate from the panel into your site's section; the widget can appear either as a floating "Get Support" button at the corner of the page or embedded in an area of your choice. It opens during the day, closes in the evening, and automatically resizes on mobile.

Sometimes the fastest way to explain a product or campaign is to look at it together. Bitenta's live screen sharing feature lets the representative or the customer share their own screen with the other party. The representative can instantly share the product catalog, size chart, or payment steps; the customer can show their order summary or the screen where they encountered an error. The entire process works natively in the browser, with no app download required from the customer.

The few seconds a customer spends pressing the "Video Support" button and waiting for the representative to tap "Accept" shape the first impression. With automatic call acceptance enabled, if the representative is in the Online state, the next visitor is automatically connected; there's no need for the representative to click. Yet the control remains with you: when the representative switches their status to Busy or Offline, the flow stops, and you can switch to manual acceptance mode whenever you want.

- Increase in conversion rate: When the customer's instant questions are answered face-to-face, the tendency to complete the cart rises noticeably.
- Growth in average order value: During the call, the representative can show relevant complementary products, naturally seizing upsell and cross-sell opportunities.
- Decrease in return and cancellation rates: Since the customer has clearly seen the product before purchasing, "it didn't turn out as I expected" complaints drop.
- Reinforcement of brand trust: Face-to-face communication transforms a cold e-commerce page into a warm consulting experience, building customer loyalty.

Live video support is not limited to e-commerce alone. In high-budget "must-see-before-buying" categories such as furniture, your consultant can show the furniture from 360° and introduce the fabric in close-up shots. In SaaS products, guiding users face-to-face during critical moments such as the onboarding wizard, initial integration, and billing stops churn. In healthcare, special-category personal data under Article 6 of the KVKK (Turkish Personal Data Protection Law) is processed on servers in Turkey via peer-to-peer end-to-end transmission. In sectors where security is critical, such as finance and the public sector, end-to-end encryption and domestic hosting standards are similarly maintained.

1. Create your organization from the Bitenta panel and define at least one meeting room.
2. Add your representatives and define their roles and online statuses.
3. Place the embed code on your site and adjust the widget's position and appearance.
4. Assign different rooms to critical points such as product pages, the cart step, and checkout.
5. Fine-tune automatic acceptance, virtual background, and survey settings based on feedback from your first calls.

Every second a customer spends on your website waits to be greeted through the right channel at the right moment. Live video support is the solution that meets this expectation in the shortest time and in the most face-to-face manner. Setup takes only a few minutes, but its impact is measurably significant. If you want to increase conversion rates on your e-commerce site, reduce cart abandonment, and offer your customers an unforgettable experience, you can get started right away by exploring Bitenta pricing plans.