Join Zoom Meeting Links Are Not The Answer!

Why join Zoom meeting requests are causing people to buy potatoes instead of rocks. Median cobrowse is a better solution.

Spencer Scott

June 3, 2021
5 min read

You: "Hi, my name is John Smith and I am interested in your medium sized pet rock, but I have some questions about the eyes. Can you help me?"

Support: "Hello John, thanks for reaching out. Would love to help. What questions do you have?"

You: "The picture I am looking at shows a pet rock but it has no eyes... Do the eyes come installed? or do I get to install them?

Support: "It depends on the Pet Rock. Which page are you on? Can you send me a screenshot?"

You: "Sure. see attached"

The Pet rock 3D model - Download 3D model The Pet rock | 112494 | 3dbaza.com
Pet rock with no 👀

Support: "John can you tell me what page you are on? I can't tell which rock that is..."

Support: "Do you mind, clicking this zoom link [www.link.com] and joining a Zoom meeting so I can see what you are looking at?"

You: "Oh my lord, I am just trying to buy a rock!"

You: "Never mind! I am going to potatoparcel.com!!!"

Zoom is awesome! 

but not for customer support or sales.

Zoom is a teleconferencing platform NOT a customer support platform. Please stop sending asking your customers to join zoom meetings.

As a customer I am impatient, I have undiagnosed ADHD, and I can't wait to try your competitor when I don't get a response in 2 seconds.

Customer satisfaction is about meeting or exceeding expectations.

In order to provide the WORDS BEST CUSTOMER SUPPORT all you have to do is set the reasonable expectations. Then deliver on those expectations.

Seems easy right? Wrong!

I am not a customer service pro, but the easiest way to frustrate me is to start playing a game of 20 questions when I just need an answer to 1 simple question.

Friends don't ask friends 20 questions.

Introducing Median Cobrowsing

Median Cobrowsing is a simple tool that installs on your website and allows you to screen share with customers without the need to send links, invites, downloads, etc.

Median offers 1 click screen share, reduces support times, and improves customer satisfaction.

For example...

You: "Hi, my name is John Smith and I am interested in your medium sized pet rock, but I have some questions about the eyes. Can you help me?"

Support: "Do you mind if I join your screen so I can see what you are looking at?"

You: "Not at all"

Support: [clicks screen share in Intercom] "This pet rock does not come with eyes, but if you like this rock you can always add eyes. Want me to show you our eye collection?"

You: "I LOVE you! Yes please, I would love to see your eyes."

Result = Customer buys 5,000 pet rocks.

Conclusion

Stop asking customers to join a Zoom meeting and use Median cobrowse instead 😜

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