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Samestate — Support your customer better by seeing exactly what they see
Samestate helps support teams to solve customers problems faster through session recordings, analytics and one-click screen takeover.
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@tobdea The product can definitely be used by both. But what we've seen is that there is a lot of miscommunication between support and development teams especially in larger organization so there it helps.
Normally it would be a supporter who talks to the customer (well, duh) and then Samestate helps in really seeing what the customer is doing. When something goes wrong the supporter can share the session with a supporter, or attach it to a ticket. The developer will then open it and can much, much easier reproduce. The developer will not write back and ask for screenshots, videos, or say "can you please open the console".
This looks a lot like FullStory. Especially the link to their app around the 47 second mark in your intro video?!?!
@ekaterinaklink It also works on mobile! At least for websites that works on mobile. Unfortunately we can't record native apps.
This looks super cool - but what about privacy issues - are creditcard inputs or other similar sensitive fields recorded?
@joshuakarjala Good question :) You can easily censor fields and inputs that you don't want to record. That data will not even be sent to the Samestate servers to ensure privacy.
@joshuakarjala @tobias_baunbaek_christensen Sounds very good. But who chooses which fields to be censored since the user doesn't even know their screen is recorded. Or do they? I didnt get this about the flow from any of the materials here or on your website.
I have been sending in videos when possible if I have a issue. I have told several apps & websites that this a more effective way to do customer service. Glad to see you are doing this.
I've found Samestate useful as a product manager when launching new features, to inspect how customers react and navigate the UI. Through actual screen-recordings I've identified small as big improvements to apply to the UX. Keep up the great work guys 🤓
@rabu81 Thanks a lot Rasmus! I can tell you that we've done the same :)
Looks like an awesome product. What are the plans for supporting other libraries like React/Redux, etc.
@chrbp We record everything in the console to make it much easier to get into the same state as the user (lol, pun). And we automatically detect if you use Sentry or Opbeat, and then we add a property "samestate_session" so you can easily go to Samestate when a stack trace isn't enough.
As for React/Redux we currently don't add anything specifically for that. We decided not to for the moment, because we thought there was so many different ways of using the different libraries that it would be difficult to cover them all.
@madshensel No, Intercom is not necessary. But if you add Intercom Samestate will post a message (note actually) in all Intercom conversations which makes it very easy to get to the correct sessions
Samestate has been a huge help onboarding customers. Keep up the good work guys!
We recently used Samestate to see how customers interacted with some new features we released. It was awesome to immediately see if customers are using your product the way they are meant to!
@jakob_harder_holmelund Thanks :)
I've actually used it quite a lot to help build our onboarding flow. I just noticed that people continuously stopped at the same place, and then we made some changes to it.
This sounds very promising and would save us a lot of time! Would love to try out Samestate - is it easy to install though?
@dittecramer If you're used to other products like google analytics, mixpanel, etc, etc, it's super easy. It's really just a tiny snippet and then some basic info on the customer.
If you add the integration to Intercom Samestate also gathers extra information about the customer so you get that inside Samestate too.
Hey guys! Great product! Just wondering what makes you different to say, FullStory or GetJaco?
@_preston_daniel Thanks a lot :) As many other products we're not alone in our field. The big difference is the focus of the product. I would say that Jaco focuses on user experience, fullstory on conversions/statistics, and hotjar on landing page optimization. There are definitely overlaps between all of them. What we are doing and continue to do, is to make deeper integrations into e.g. Intercom so you can quickly access to the relevant session instead of having to find the relevant one. So our focus is based around the customer and how you can help them quickly.
Just asking but ... is this service affiliated with FullStory? ( http://www.fullstory.com ). Looks quite the same on lots of aspects.
@franckinjapan There are similar products with a recording technology like Samestate, and fullstory is one of them. We found that their focus on analytics can make it a little tricky to navigate when serving customers on a one-to-one basis. In Samestate we aim to develop a customer first tool by focusing on deep integrations with service desk tools like Intercom and Zendesk.
I'm the co-founder of Samestate along with @bowen_moody. We are super excited to be here, thanks for hunting us @percival
We set out to help companies support their customers better by seeing live and recorded videos of customers using their website.
Samestate was built to solve customer supporter pains like:
· Relying on screenshots for communication between your customers and your product team
· Reproducing errors
· Onboarding customers
· Understanding how customers interact with new features
· Developers get access to the console logs and http requests
We integrate with many other services to bring Samestate to your current workflow. Currently Intercom, Sentry and Opbeat, with Zendesk and Segment coming in the next month.
How does Samestate differ from Fullstory and Hotjar?
While we all use similar recording technologies, Samestate aims to put the customer in focus. We have a deep integration into Intercom which injects a link into every conversation, gives you access to user's technical information, and earlier sessions.
We would love to hear what you think and to say thanks for your precious feedback, we would like to offer 20% off for life so you can try out Samestate 😎
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