Video-based user feedback tool a good idea?
I'm working on an MVP for a tool that's embedded into web apps. The idea is that if a user has an issue or question with your web app, they can click a "Help" button and send you a message (and optionally supply an email address).
What you'll get is an email with the form, but also a video that shows the 30 seconds leading up to when they pressed "Help". This hopefully can give you the context you need to really answer the question.
The users don't need to install anything. A snippet of JS added to the app will record user actions and the videos are generated on my server.
What do you think about this concept? I'd love to hear some feedback about this idea (whether you think it's dumb or has promise).
I think it's a good idea. I think it would be more helpful if you implemented it as a quick and easy plugin for an existing chat system like Intercom (I use Intercom to field support tickets), but I can definitely see the value.
Also, from a technical implementation perspective, replaying JS is not straightforward. JS executes differently in every browser, and even versions, are you going to have cloud versions of every browser type? Also, replaying will depend on the user's app session context - eg. you would have to be in their account, and there is the risk that you would capture passwords etc.
A way to get around this - potentially you could write JS that exports the current HTML view into PNG/GIF, create a big animated GIF. Just a thought.
Thanks for the feedback! Integrations are definitely an interesting prospect.
I agree totally about trying to replay JS, and my approach is much closer to what you describe in your last paragraph.