Recording video in the browser is not a well-trodden path. We want this to answer two questions: Does this actually feel cool? And is it technically possible? The first thing we do is build a really simple prototype. Then we go to work, figuring out how we can make this concept real. So one of our designers thinks up an idea that illustrates how this might feel – hold down your space bar and say, “Hey, thanks,” and then let go to send. All of our features are designed with this in mind. Part of the conversation, which can happen in real-time when both people are online, can also occur asynchronously over minutes, hours, or days. This is core to the way we think internet communication is evolving. It’s as personal as a call, but it works either synchronously or asynchronously. What we’re imagining is a little different: video messaging from one browser to another. It’s something people typically arranged ahead of time, rather than a casual interaction. Both people have to be online at the same time. This time, we started by asking ourselves, “How can we bring face-to-face interactions to the web?” Of course, lots of products give you face-to-face interaction with video calls, but those are high friction. How can we make internet business more personal? Ask The Right Questions Early Instead, the idea came from asking a question, the same question that drives all of our product development. No one thought it was an obvious thing that we needed to have. These are bets we make on new concepts based on how we believe communication is evolving, and video messaging was one of these ideas. And we make sure to find time to innovate and experiment with brand new ideas.We improve the quality of our existing features.We add new features to solve customer problems.The road map of what we built at Intercom comes from five different strands. It lets you respond in a conversation by recording a video right there in the Intercom app, which the person you’re talking to sees straightaway, like the image below.Īs well as being new, it’s also an interesting feature from a development point of view. So recently, in fact, that it’s not fully released yet. Messaging with video is a brand new feature that we’ve just added to Intercom. Recently, I was working on adding another communication medium for our users, video. You can communicate with text, emojis, stickers, etc. The messenger works a little bit like WhatsApp. This is embedded into our customers’ websites and allows them to have conversations with their users, right there in the context of their app. What follows is a lightly edited transcript of my talk, along with some of the presentation slides I used on the night.Ī big part of Intercom is our in-app messenger. I explained why at a recent Intercom event about product building. We recently created a feature in Intercom that none of our customers were asking for – video replies.
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