22 products left, but today Atlas

Hi friend 👋,

We've been using Fullstory for over three years to record user sessions and determine if there are any issues with the experience. You can do this with a variety of session recording tools available. Sometimes our design team meets to review the session, and other times product managers do the same. We also look at feature adoption rates, primarily from Fullstory. Aside from all of these usual use cases, something else arose spontaneously. When we get a bug report, both our support and engineering teams use the tool. Over time, it evolved into one of the product's primary use cases. They received a notification from Intercom or Slack, and the first thing they do is check the user's session to see what is going on. FS also displays the errors, making it much easier to diagnose the problem.

With this information in hand, I investigated the majority of the available support tools. Because this action belongs in the support workflow and should not be the primary use case for FS. Support solutions are fantastic, but they are constantly attempting to become little CRM systems rather than experience tracking. We also use Intercom and track various events in order to better understand the user. However, because these are isolated events, we lack context. You can see the user's activities in Intercom, but you can't see how quickly he moved his cursor forward, how many stuff he's trying to complete at the same time, or how many times things went unexpectedly wrong on this journey; consequently, you can't tell how upset he is. In these types of circumstances, context is crucial, and most help tools lack it. So, what if Fullstory and Intercom are combined?

Today, Atlas is our product.

I know you immediately thought of Stripe's famed service when you saw Atlas, but this one is different. And it works exactly as I described above. When a customer contacts your support team, the session recording is sent along with the request. As a result, the team has a better understanding of what is going on. In loom, they have an extremely great product summary that shows the main use case. Atlas is still in its baby steps and they are a part of YC W22 batch. I’m not sure whether they are ready for any enterprise clients yet; but where they stand is so promising to me.

I'm not sure how they came up with the idea, but it's always a good exercise to consider combining multiple tools to tackle a certain use case. What if we combined Notion with Slack, Linear with Figma, or Figma with VsCode? Even thinking it is quite intriguing. I hope Atlas is going to be a great success story and you will have a chance to use it!

We’ll talk again tomorrow.

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