Original link: http://www.barretlee.com/blog/2020/11/03/answers-from-users/
I often see that the user feedback area of many products is full of gunpowder. The product thinks that users are idiots, and users think that the product is a sand sculpture. This situation is caused by the attitude of the product towards users, so the role of customer service is very important.
There are more or less information gaps between customer service and users, so the essence of most Q&A work is to eliminate information gaps , which makes the work of customer service more mechanical, and it is easy to lose human care in front of users; customer service subconsciously thinks that they are In helping users understand the product, familiarize themselves with the product, and use the product, the abuse and complaints of the user should be endured, or similarly, an eye for an eye.
In fact, from another perspective, the ultimate audience of a product is still this group of seemingly domineering users. Those who can leave a message in the feedback area actually have expectations for this product. If the product does not meet the psychological expectations of users, of course he will have some Complaints , and as a product side, what needs to be done is to do everything possible to set out the deepest thoughts of users and constantly dig out their thinking about this product . And this kind of interaction is impossible to appear in the scolding.
The best way to empathize with people is to try to understand them . When you see users complaining, you might as well follow their slots to find out the pain points of the product, and clearly admit to the users that these are the pain points and the areas where the product needs to be improved. In fact, most users are not so unkind. They know in their hearts that they are just venting their emotions. After clarifying the problem, they will further discuss with the user, so that they may discover deeper problems and the user’s essential appeal.
The driving force for product development comes from two aspects. One is product self-driving force, which comes from the product team’s understanding of the market and thinking about product value; the other is external driving force, which mainly comes from market feedback. The core is user feedback, especially core user feedback.
Finding answers from users is a challenge:
- Why should users confide in you?
- Why do users keep confiding in you?
- Why do users keep telling you their true feelings?
I think, understanding this, the feedback area will be less gunpowder and the product will be better.
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