Many companies offer customer service over the phone. While this channel has various advantages, it also has some disadvantages. Among them, the difficulty to guide a user without visualizing his problem. Fortunately, there are tools like Median to solve this problem. The solution provides access to the user’s screen in just a few clicks to help them deal with their difficulties.
Improve customer support
To use Median, you must first copy and paste a few lines of code on its website. It does not require any special skills. The tool directly integrates the software used by the company to chat with its customers. It can be Intercom, Drift, LiveChat, Twakto, Belco, ChatBeacon or another platform. Median works on all browsers, as well as all devices and operating systems. Customers do not need to install anything.
Thanks to AI, this tool allows you to create neat social media posts
Median integrates with many client communication software. Illustration: Median.
On the dashboard, the company can view the visitors and users connected to its site. In case one of them needs assistance, nothing could be simpler. Just click on the session of the user in question. The interface of each stakeholder is then divided into two: one part with the collaborator’s screen and another with that of the client.
The employee can guide the user using his cursor, for example by asking him to click on a specific location. This visual representation makes it easier to guide the customer and solve problems more quickly. You can even draw on a page to highlight key features and tell the customer which button to click. For e-commerce businesses, Median can be helpful in helping users add products to their cart and offering checkout assistance.
If difficulties persist, the collaborator can request authorization to take full control of the Internet user’s browsing session. Note that Median hides credit card numbers, passwords or any other sensitive data to ensure the security of customer information.
On the AppSumo marketplace, Median is priced at $59 for life instead of $900. This allows five employees to use the tool at a time. Another license is available for larger teams.
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