Hipchat was a success, which is why Atlassian purchased it, but Slack leapfrogged it and Stride was too late.
Not doubting the role that support plays for Atlassian. Just highlighting how I witnessed MCB handle a similar situation 7 years ago, by flying to Austin from Australia to deliver the sad news. The article makes him sound heartless or cold but that wasn't my experience. That being said, an async video message is a weird play.
Hipchat/Stride was a flop, because it was a poor product, poorly executed. Switch to Slack was a huge relief for everyone.
Atlassian support engineers used to be the best part of the service. Poor products + Great support = made Atlassian great