3 ms·
A lot of our users would complain that writing on our product support forum was hard. Since we added those option, the friction is gone. People who need help
by Raphmedia 8y ago
A lot of our users would complain that writing on our product support forum was hard.
Since we added those option, the friction is gone.
People who need help that can be boiled down to "Did you plug it in? Is the battery full? What about turning it off and on again" have a hard time understanding how to register an account. Thinking of a strong password and then figuring out how to click on the confirmation link in their emails is apparently the hardest thing to do.
- kgwxd 8y agoSounds like a scenario where that friction would actually be desirable. If they got far enough to file a complaint they can obviously handle it, they're just lazy complainers, which is exactly the type of user I'd rather didn't make it to the support page anyway. Like you said, their problem usually boils down to plug, charge or reset and they were just too lazy to search the knowledge base for basic troubleshooting, something that should be possible without logging in. Them getting in to re-ask an already answered question is just a waste of someone elses time and useless noise on the support forum.
- Raphmedia 8y agoThat's a good way to lose loyal customers who order many times a year.