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August 17, 2022

Introducing Median - A Direct View into Your Customer’s World

With Median, we want support teams to do away with the idea that providing support is only voice or text based. We want you to be able to see what your customer is seeing as well.

For the last few months, we’ve been hard at work building something that will make the lives of customer support agents everywhere much easier. It’s the product that we’ve been wanting for years and today we are excited to announce Median is available to the public. We like to think of it as the light switch that enables you to no longer have to troubleshoot customer issues in the dark.

With Median, we want support teams to do away with the idea that providing support is only voice or text based. We want you to be able to see what your customer is seeing as well. While we certainly didn’t invent screen sharing, we are the ones who are building it specifically with customer support in mind. This means that your customer should have to do almost nothing in order for you to get on the same page with them. Making your customer download software or making them go through a clunky process to get up and running on some other screen sharing tools shouldn’t happen. The last thing you want to do is troubleshoot how to download unnecessary software AND troubleshoot their original issue on top of that.

Here’s how we do it:

We integrate with the tools you already use

If your team does Chat or Phone support, the good news is that it takes almost zero effort to get up and running. Simply copy/paste our JavaScript code onto your site and that’s it. If you are a chat agent, we inject a link directly into your chat provider that allows you to click one link and immediately see your user’s browser. It’s that simple. If you’re on the phone with the customer, all you need to do is have them enter a short sequence on their keyboard and have them read back the unique code that pops up on their screen. Once you input it into Median, you are instantly transported into their view of your site. No hassle whatsoever.

It’s super fast

We built Median to load super fast. Not only is the screen sharing window super snappy, but installed code won’t slow down your site either. What good is software if it’s slow? Well you won’t have to worry about it with Median, because ours is super fast.

Security isn’t an afterthought

We automatically hide information like Credit Cards numbers, ensuring your team will only see what they are supposed to see, while making it incredibly easy to flag other sensitive items. We also don’t store or log any data from CoBrowsing sessions. We worry about security so you don’t have to.

And so much more…

This is just the beginning of what we plan on building. We’ve been working with an incredible group of beta customers who’ve help us shape our roadmap with features that support teams will find invaluable. We’ll always work with our customers to ensure we are delivery a product that makes your life easier. If you have feedback or ideas you think we should hear, we are just an email away at friends@hellomedian.com. Don’t hesitate to reach out.

Stay tuned, we’ve got some more great things to share with you shortly :)

Ben and Derek, Co-founders of Median