As a customer service representative, or “CSR,” it can be challenging to solve a customer’s issue when all you have is their account number and a list of instructions to recite on a Zoom call. On the surface, it may seem like the CSR is simply reading off a script, but they use their product knowledge and problem-solving skills to help the customer.
One of the most critical aspects of providing good customer service is understanding what is wrong with the customer’s product or issue. This involves listening and asking the right questions to get to the root of the problem. Teaching people to share their screens in Zoom for solving the issue can be a daunting task.
Many users are unaware of how to do this or unsure how it works. A median is a tool that helps you join customer sessions and view their screens. Median is great for customer support because it lets you help customers without leaving your desk.
You can also use the median to help customers with troubleshooting. To use median, all you need is the customer’s session ID.
What is Median?
Median Resolve is a web-based customer support tool that provides live, one-on-one customer support through chat. It works on all browsers and operating systems, allowing you to connect with customers and resolve issues in real-time.
It lets you see your customers’ screens and help them by drawing on their pages, and it lets you control their browser session. It also provides a real-time dashboard, so you know when to escalate a case. The first-contact resolution is the most important measure, as it measures how quickly issues are resolved.
While first-contact resolution tracks issues that are resolved immediately, the resolution rate tracks those that occur over a longer period of time. Companies track their resolution rates daily, weekly, monthly, and yearly. There are several ways to determine if a company has a “good” or “bad” resolution rate, and it will vary based on the type of contact channel you’re using.
Second-contact resolution measures how quickly cases are resolved after the first contact. The first-contact resolution is the rate at which cases are handled within one contact. This metric helps you identify which agents address the most complex cases and ensure that the most appropriate team member is assigned to each case.
It’s also important to remember that many customers don’t like to bounce from agent to agent, and being responsive to them will boost your customer satisfaction and loyalty.
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Median is Alternative to Upscope
There are two types of people in the business world: those who are comfortable with risk and those who are not. For the latter group, a new tool on the market could make their lives a little easier: Median. Median is an alternative to Upscope that allows users to track their business performance without taking on any risk.
It does this by providing real-time data in graphs and charts, making it easy for users to identify trends and patterns.
Median is Best for
Median is best for sales and support teams looking for a fast and efficient way to resolve customer issues. With Median, agents can quickly triage, research, and resolve customer inquiries. Additionally, Median has robust reporting capabilities that provide insights into customer trends and preferences.
Features of Median
Median is a cloud-based customer service software that resolves customer issues. It offers an easy-to-use interface, multiple channels for customer communication, and powerful reporting tools. Median also integrates with other customer service software.
With Median, it is possible to offer quality customer service to customers who aren’t technical with a single click screen sharing. Place the code on your site then Median will be able to work with your visitor’s browsers across all devices and operating systems–no installation, downloads, or plugins are required!
Customers can ask for assistance, and support staff can join the session to determine the exact issue they’re experiencing.
Median Appsumo Deal feature
One-click Screen Share
Median’s dashboard is built-in to monitor your site’s visitors and users. After the session is joined, you’ll see a precise image of what your visitors experience and how they’re using your website in real-time. Median also blocks passwords, credit card numbers, and other sensitive information to ensure your customer’s information is secure and safe.
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Draw on the page
Median’s interactivity screen sharing capabilities facilitate collaboration among users and support personnel. You’ll be able to use your mouse on your customer’s screens and assist them in navigating through any website.
You can also create a drawing on the web page and highlight the key aspects to alert customers to the appropriate buttons or links they must click. Most importantly, you can ask permission to take complete control of a user’s session to click and type on their screen.
Add Screen Share to Your Chat Tool
Because Median allows you to identify and resolve user issues and issues swiftly, you’ll be able to reduce the number of repeat calls by showing customers how to utilize your product. It is possible to connect Median and chat applications such as Intercom, Drift, LiveChat, and talk. Offer greater customer support across different channels.
If you own an online store, you can assist customers in adding items to their carts and offering assistance at checkout. It is possible to instruct new customers on the basics of navigation and solve FAQs to ensure seamless onboarding.
Pricing of median
There are three packages available median, basic, business, and pro. The basic package is $50 a month. It includes access to the median social network. The business package is $75 a month and includes access to the median social network and additional features for businesses. The pro package is $150 a month and includes access to the median social network, additional business features, and support for larger teams.
Median Deal For Lifetime $59
AppSumo is a website that offers deals on software and digital products. The deals are usually for a limited time and range from free to hundreds of dollars. The median deal on AppSumo for lifetime is $59. This means that half of the deals offered on the site cost more than $59, and half cost less than that amount.
Benefits Of Median Appsumo Deal
- Lifetime access to Median
- 60-day money-back guarantee
- No downloads or installs
- 1-click start
- Remote control
- Phone mode
- Privacy controls
- Granular permission
- Online visitor list
- Google single sign-on
- All integrations
- No branding
Breve Lifetime Deal Team Communication Tool
Median Appsumo Lifetime Deal Final Word
If you’ve ever had to help a customer with a computer issue, you know how frustrating it can be to communicate through a screen. Median lets you see your customer’s screens, draw on the page, and take complete control over their computer.
This handy tool makes it easy to guide your customers through even the most complex tasks. There’s no need for phone calls or emails; you can handle everything right in front of them. So if you’re looking for a way to make your tech support life easier, give Median a try.
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What do I get to be able to see?
You’ll be able to see everything your customer is seeing. However, the screen share feature only works on pages you have the Median software installed. That means that you will not be able to view other tabs, websites, or even the desktop.
Is it secure and safe?
Median could be more secure than other screen share applications available, as Support personnel will be able to determine where the code is located. They won’t be able to access a desktop or other tabs. With Median, you can select the pages you want for your team of support to gain access to using the Median code or not.
What are your thoughts on privacy?
As a default feature, Median blocks all crucial information such as passwords, SSNs, and more, so support team members aren’t granted access to information they should not. In addition, they have settings. There has an option that allows administrators to block the entire viewers. If you’re looking for more security, you can eliminate all Median codes from any webpage you don’t need to offer support.
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What is the process behind the Median function?
Great question! Median employs a method called co-browsing, which streams the HTML and CSS of the page you are displaying into the viewer. In contrast to other screen-sharing tools that require you to be “connected” and stream a live video feed, Median is MUCH lighter and quicker because we’re transmitting code instead of large video packets.
Can it slow my website down?
No. Median is designed not to load until your website is loaded.
Does it work on Mobile?
Does Median retain any information?
No. They don’t save any information from screen share sessions. After a screen-sharing session has concluded and both parties leave, any evidence that the session occurred is erased.
What is the concurrent user?
The term “concurrent user” refers to one who is logged into Median. Median application. Based on their current pricing model, it is possible to have support agents from multiple locations, but you are limited to how many users can log in at a time according to the plan you choose.