Can you help me shape the direction of my product?
I posted a link on a previous thread of Rosie's looking for beta testers but essentially what I need is some honest feedback on the product, it's direction and whether people find the current feature set useful.
If you are a business owner in the software / web development space that deals with vague support issues from customers, Capable is designed to alleviate that problem.
You can send a link to your customer, let them record their screen or upload a screenshot as well as getting a detailed breakdown of the feature set available in their browser to help pinpoint problems faster and prevent the ping pong of messages back and forth to customers to find out their device and environment. Essentially it helps narrow and recreate the problem for your development team quicker.
Is this something people would pay for? How much if so? I'm looking for beta testers, ideas for product direction and honest feedback. If you think its a shit idea, I'm open to being shot down. Be brutal. I can take it :)
Beta signup here: https://be.capable.app/register
Many thanks for any of you that take the time to help. Your feedback however small is invaluable
Hi Paul,
I worked on sustaining teams for many years and I think you need more features. The link you send to a customer should be able to, for instance,
If you have time and a relevant day job (or a partner on Capable) I'd love product direction insight into my product also.
David
Not sure if you can clear local data / cookies / perform hard refresh on behalf of someone else for security reasons? (Maybe instructions for the same would help) but bug replay looks like the direction I'm potentially heading in, so thanks for the heads up on that product.
The issue with customer support is never fair to the customer support or technical teams because users are typically lazy to give feedback or do things like screen-captures unless the problem has massive impact on them. There are apps like Teamviewer or tons of screenshot extensions for users to provide some form of evidence or bug-tracking information. On the debugging side, there are software that can detect breakdowns in real-time like NewRelic etc.
Trying to understand what's the problem you're trying to solve and how different you're solving it.
I think that's fair - I've previously been frustrated with the users laziness - and I guess knowing a bit more about them before digging into a message like "X is not working" would have been useful.
Teamviewer is great, but not every technical team has time to call the customer, establish a teamviewer session, walk through the problem etc. This is somewhat self service teamviewer as part of the triage process. If they give you that feedback, great, if they don't, well at least you can figure out things like if they have Adblock installed or are on an old browser.
I'm in the same boat; maybe there's not a little niche there, it's just something I personally found myself wanting to ask the customer time and time again, and sending them a quick link to do so would have been useful. Yes, there's supportdetails.com for that, but it's full of ads designed to trick the end user into clicking them, which I have increasingly found frustrating as the end user is often not the brightest when it comes to that.
As I say, open to throwing it out and moving in a different direction - but perhaps a launch or some traction would help work out if a market exists or not.
This is a real challenge and not an easy problem to solve. You'll hit gold if you can find a way. Existing approaches may be more predictive than reactive, e.g. usability research, bug-bashes etc. It also depends on which customer segments you're targeting. The more mature businesses would probably have a smaller error space over time. Even the big brands we know today have horrible support for some nasty issues we face and they don't really care about it.
The thing about entrepreneurship is as you've rightly said, keep trying and you'll learn only when you're in the system. All the best!
Hey Paul,
I created a Spreadsheets that test out the features here: https://docs.google.com/spreadsheets/d/1KRhHU6nRxdPNJD8cTeAEs82qwCfvYAQiTAzHvZb0g0w/edit?usp=sharing
Not at the moment, I haven't run into big enough trouble for customer support. Email, chat or teamviewer is still suitable.
Absolute gentleman - Many thanks. This is useful.
No big deal Paul!
The website asks login without registration
whoops. fixed link.
It perfectly worked to upload picture and I was able to see my browser information. Nice. Unfortunately my developing app runs on native iOS, your Capable is not built for my case.
An instruction to record screen in iOS and ability to choose to upload the screen recording would be nice for app developers.
Do I pay for the Capable? No, my app doesn’t have much users (~100) to suffer support problem so far.
Hmm, I was considering adding a feature for mobile apps to allow you to record mobile devices and any problems found on those.