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Upscope — Instantly view your users’ screen from 💬 Intercom, Zendesk…
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@rrhoover @kullar Hey Ryan! 👋🏼
We feel FullStory is mostly about UX / debugging.
Upscope will focus on live support and all future features will be about making support easier. For example we are planning a feature to call the user directly to their browser and talk while you show them how to do things. Some of our current paying users are financial companies with complicated forms that they need to assist users with.
In a previous company, I hacked together a support system that used Intercom for messaging but also used a hidden Olark client which we could activate remotely and use Olark's "Co-browsing" feature. Sadly I understand this feature was discontinued but it looks like Upscope might fill that role in a more integrated way
@ideasasylum Hi Jamie, yes unfortunately Olark shut down their Firefly co-browsing after the provider was acquired. We're adding an API for Upscope in the coming weeks that will allow anyone to create their own integration and offer co-browsing to their own users as an add on :)
@barisergin We're adding one very soon as we had quite a few requests for it. Hopefully tomorrow!
@barisergin Will do! Drift might take a little longer than expected but we're talking to them now.
@barisergin it took a long time coming but Upscope now does integrate with Drift.
Hi @erictwillis, thank you for hunting Upscope.io!
Rapid overview
“Click to view the users screen from live chat”. No user install required. Integrates with Intercom, Zendesk, Livechatinc, Olark and with more coming soon. Also lets you point, scroll and click for the user. You can use it without live chat if you prefer.
Key features and benefits
- No user install required: This is not your grandpa’s screen sharing software where the user spends 20 minutes figuring out how to install it. You click directly from your live chat tool and you’ll be seeing the user on your website and they don’t need to do a single thing.
- Point, click and scroll for them: If a user can’t find your billing section, you can move their mouse remotely for them 🙂
- Live chat integration: Once you’ve copied and pasted the code on your site, you don’t need to do anything more. It auto-integrates with tools like intercom, Zendesk, Olark, LiveChatinc (and more soon.). A ‘screenshare’ link will appear on your live chat software panel.
Other features: Hide key fields from operators for better security. Turn on the ‘Ask the user’s permission’ to view their screen option. Track clicks and see a user’s event history. Add multiple teams.
We look forward to hearing your thoughts!
@joedeliame @erictwillis This looks very promising. Any plans on letting the viewer take control, kind of like Screenhero in the browser?
@dubstrike hey there! Right now we let the agent click, point and scroll for the user. We are planning further actions, just need to test them with the various js libraries to make sure they work for everyone!
Hello, what I want to know is how much weight is added to the app? i.e. how much additional JS is loaded over the network to make this work? Not so much concerned about once it starts working/screen-sharing, but the up-front cost.
@rubencodes it's negligible. The js is loaded asynchronously. We only open a web socket connection which transmits very little json objects This is the js https://Js.upscope.io
I use small.chat which is not supported ar the moment.
Does your product works standalone?
Would this work with the free (just analytics) intercom? I love the idea for this for customer support (like someone mentioned, just like Olark back in the day) - but have stopped using the paid Intercom as it was unaffordable.
@hemalr87 hi there, this does work with free intercom indeed.
It also works standalone. If you go to upscope.io after having installed it, you get a searchable list of recent users (last 30 days) and can watch their screens / view recent events from there!
Great improvements from the old version (peek in)! 👍
Good luck with the launch!
Hi Joe. How does this work? Does the app ask the user for permission like a traditional screen sharing feature or is it more like Mouselfow?
@omermolad Hi Omer! Thank you for the question. It works both ways.
Some of our clients use it like inspectlet/mouseflow but live. It mostly helps their agents understand what the user is doing when they ask the question.
Others (e.g. some finance companies) chose to use it as a traditional screen sharing system which will ask the user for permission.
It is configurable through the installation code.
@joedeliame Nice. I like it. Is there any difference in functionality between the stealth mode and the public mode? If not, why do agents disclose the screenshare? Ethics?
@omermolad Nothing really changes in terms of functionality apart from the popup at the beginning asking for user confirmation.
I suppose it depends on the type of company. For example, we don't have the pop up enabled on our own site, as users will not be doing anything they consider private with it.
If it was an application for a mortgage however, I'd feel uncomfortable knowing someone might be watching me, so it makes sense to disclose it.
I suppose the question is: if an unauthorized person were to get hold of my Upscope account, would anything really happen? If the answer is yes then you might want to enable the popup.
It is worth mentioning that the popup is enabled through the installation javascript, so even if someone steals your Upscope account they cannot disable it.
Also, you can disable Upscope on specific inputs (e.g. credit card forms etc).
@joedeliame, Looks like an awesome tool! This can be a huge help for support and debugging issues. Love it.
@nosherwanarbab the current focus is on business tool integrations, I don't know a lot about wechat as I figured it's a consumer chat tool. I'll check it out further.
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