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Peek in

Watch people use your web app in real time

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Joe d'Elia@joedeliame · Digital product maker
Live chat is driving me crazy!
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Joe d'Elia
Maker
@joedeliame · Digital product maker
Thanks for hunting Eric! Hey Everyone, I built peek in to offer better support to anymailfinder.com users, and it made my life incredibly simpler. If you use live chat you can simply use the chrome extension to open with one click your user's screen and point to stuff to them. If you don't, you get a list of active users and you choose the one you want to see; click; and the screen pops up. Quite honestly I'm not sure whether the best use for this is live support, or "proactive support". I imagine it would be super useful to have a page with, say, 6-8 active users screens at once and if you see one of them having difficulty with something like completing an order, you jump in and help them. So I will release it in its current form and see how people use it before choosing which direction to take it. Privacy reassurances: passwords and stuff you decide (credit cards) are never visible, and no data is ever recorded. What do you guys think you'd use this for?
Ankur Jain@ajonit · Founder, Ajonit Software LLP
@joedeliame Great product! Both, Live and proactive support. However, I would stay away from things that sounds creepy to my website users! I don't want my proactive support to freak them out :) I guess live support may be helpful pre-sales while proactive support post sales/when a user is navigating in my dashboard and want some hand-holding in the beginning.
Zev Lapin@bbzeven · Cofounder, Parachute.co
@joedeliame Any planned integrations for Tawk.To?
Joe d'Elia
Maker
@joedeliame · Digital product maker
@bbzeven yep! Will be added shortly!
Hadi Farnoud@hadifarnoud · CEO of Kamva
@joedeliame Zopim integration wanted.Zopim is very popular chat service from Zendesk
Joe d'Elia
Maker
@joedeliame · Digital product maker
@hadifarnoud Will be added within a couple of days!
Dilyar Askar@dilyaraskar · Canadian Entrepreneur pioneering;
What a stellar idea and accomplishment! Product looks solid so far, I suggested some ideas for it and they were enthusiastically accepted. I'm really proud of ya Joe, especially for someone at a young age as you. Keep it up, I hope it gives you the breakthrough to further expand your portfolio ;)
Rick Kats@rickats · product <3
awesome work guys, congrats on making it work! this will be huge as more and more companies understand the value of "real-time" marketing (trigger based approach)
Joe d'Elia
Maker
@joedeliame · Digital product maker
@rickats Thank you for your comment Rick! I agree, after seeing so many users on other products really struggle with things that in my mind were obvious I would have definitely paid to be able to send them a quick message saying "hey, if you need help with XXX I'm here"
@rickats I like that term, 'Real-time' marketing :) A future trend.
LEMOTIF@swaggaguru · fileship.io
Looks promising, having used Inspectlt in the past I can't express how useful and game changing these tools are to gather organic customer insights about their experience through your site. Joe, you think you could provide a bit of details about the range of technology used here?
Joe d'Elia
Maker
@joedeliame · Digital product maker
@swaggaguru sure thing! There are two components, the app (what you see) and the API (what you put on your website). Both are built in node.js and use socket.io for all real time stuff. Once you open a screen, the api starts collecting the page's html, form values, scroll positions, etc. it then sends it to our endpoint. From there we use redis pub/sub to send all real time changes to the app, which sends them to your browser, which replicates the page in a sandboxed Iframe!
Al Mackin@almackin · Founder
We've found value in using tools like Inspectlet to observe historic sessions, but there's a lag (sometimes hours) between a visitor landing on a site and the video being visible. Love the idea of Peek in, interested in seeing where the team take this.
Joe d'Elia
Maker
@joedeliame · Digital product maker
@almackin thank you for your comment! do you think you'll find it more useful as a support tool or as a "proactive" support tool, or just to see what your users are up to? 👻
Al Mackin@almackin · Founder
@joedeliame I was having a play around with it, I think the value would come from being pro-active with people who have signed up and are using our tool. We could guide them when they need support. I liked the feature to use the mouse pointer to show the user something. I know it's early days but this could be expanded upon with chat (or some way to converse with the user).
Joe d'Elia
Maker
@joedeliame · Digital product maker
@almackin I tend to agree—I like it a lot better for that usage at least. It was easier to integrate with other live chat solutions than create a brand new one though, so I decided to start from there. But by seeing how it is used I think we'll end up building our own solution!