Houseparty is a group video chat application that has brought friends together online more than 500 million times. Just a year after launch, Houseparty sessions were already averaging 51 minutes per day.
“Houseparty is all about bringing people together and delivering meaningful connections, which is really important in this age,” Kimberly Kalb, Head of Marketing at Houseparty, told us.
“At Houseparty, we’re all about making human connections and making
people happy. That’s why we believe we need to connect directly
to the people using our product,” Kalb explained.
Kalb is in charge of all marketing efforts related to Houseparty,
plus what they call “Trust and Safety”, or user support.
Driven by Houseparty’s vision to empower human interaction through
technology, the team knew that connecting with their
users would be a priority.
In addition to being a user-centric company that values excellent
customer service, Houseparty is also very conscious of the specific
needs of its user base.
The application aims to offer a safe
environment for all of its users as
Houseparty’s guidelines place
respect first and foremost and warn that any violations will
result in a user being kicked out of the service for life.
As part of this emphasis on respect and safety, they believe in having
a direct support channel for their users to communicate with the
At the same time, they wanted to allow their users to give
feedback without leaving the app. Thus, they needed a direct feedback
tool that wouldn’t drive people outside of the application.
Instabug’s SDK offers a really simple flow for our users.
Two steps and they can report and send us feedback and they feel
like they’re communicating with us.
With the Instabug + Slack integration, the Houseparty team is always
updated about incoming issues reported through Instabug.
And with the Instabug + Front integration,
Houseparty’s Trust and Safety Team can receive,
sort, and address all Instabug reports.
“We take all of our reports seriously,” Kalb told us.
Upholding their commitment to user trust and support, Houseparty
responds to each and every report received via Instabug.
They also aggregate user feedback collected with Instabug and use
those insights to help improve the application’s technical quality
and inform product development.
Inspired by Houseparty’s dedication to its community, we asked Kalb
to share a few best practices when it comes to user support.
Kalb recommends addressing each user’s concern directly with tailored
replies -- not form responses -- and to respond as quickly as
possible within 24 hours.
“Connection is now more important than ever,” she explained.