Happy Sunday and a very warm welcome to all the new subscribers! I’m thrilled and honored to have you as readers and truly appreciate your thoughts and feedback 🙏. Each edition of 3 Things will contain a dive into 3 rabbit holes I’ve found myself going down recently. Subscribe to get each week’s edition straight to your inbox and if you enjoy it, please share (I suck at self-promotion so can use your help)! This past week I’ve been thinking a lot about:
Ok I thought you were going to go another direction with this one. As a developer, I can't tell you how many times we get a customer service agent fielding questions from a customer that could be easily answered if I could just see a video of what the customer was doing. There's tracking software out there that tries to simulate user clicks but I think it's mostly for trend analysis instead of helping customers with specific issues.
I would love it if a service allowed a user to easily record a video (loom api??) of their session where they're getting an error or bug. Extra credit if the service can open web inspector to see the api calls being requested.
Such a good point and suggestion. Every time I experience any kind of bug I always try to recreate and take a loom or quicktime video but there is a lot of friction and onus on the user who is already potentially frustrated with the UX. Feels like a combo between Fullstory meets Loom meets Intercom meets Datadog. I like it!
Re: Developer Intercom
Ok I thought you were going to go another direction with this one. As a developer, I can't tell you how many times we get a customer service agent fielding questions from a customer that could be easily answered if I could just see a video of what the customer was doing. There's tracking software out there that tries to simulate user clicks but I think it's mostly for trend analysis instead of helping customers with specific issues.
I would love it if a service allowed a user to easily record a video (loom api??) of their session where they're getting an error or bug. Extra credit if the service can open web inspector to see the api calls being requested.
Such a good point and suggestion. Every time I experience any kind of bug I always try to recreate and take a loom or quicktime video but there is a lot of friction and onus on the user who is already potentially frustrated with the UX. Feels like a combo between Fullstory meets Loom meets Intercom meets Datadog. I like it!