I’m a 24-year-old female web developer and founder of Kapwing, an early-stage software startup. When my co-founder, Eric, and I launched the website in October, we decided to add a chat messenger so that users could message us directly with feedback, feature requests, and bugs. In this post, I’ll tell the story of how user responses changed when we changed the photo and gender of our website’s customer support agent.
Now, Kapwing is a more full-featured online video editor, but at first, it was just a meme maker. When we launched the MVP, we integrated with Drift, a messaging widget for websites, so we could connect with our users in real-time.
... read the whole story at www.kapwing.com.