Users don’t like how we talk to them — where did we mess up?
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Users don’t like how we talk to them — where did we mess up?
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Possible answers (8)
. Perhaps we overestimated our ability to understand users and made it rude without noticing it. Or maybe users accidentally saw too obvious manipulation or financial interest in our actions.
. We may have been the victim of an "Escalation of commitment" bias. Sometimes the reasons behind our users' anger can be hidden. The reason is that we do not know the living conditions and actions that took place in the user's life before he came to us. Suppose we are a bookmaker and a new user who has not even deposited money yet accuses us of dishonesty. We do not know what experience he had with other products and what prompted him to join us. Consequently, we can simply never find it out, and that's okay.
. In our communication, we referred to the limitations of the user's service plan or the license agreement that he accepted during the registration. At such moments, the user may feel a violation of their freedom (yes, this is irrational) and interpret our communication as rude and aggressive.
. The user told us his version of what happened to him. We showed the system logs proving the inconsistency of his arguments. Confused, he criticized our system for mistakes, us for being rude, and the project for mediocrity and lies.
. When communicating with the user we did not consider his ideological beliefs, moral and ethical values. Also, it is possible that we unsuccessfully commented on some public events on behalf of the project.
, . We have accidentally touched the fragile ego of an incompetent person.
. With our actions or communication, we have done something "unfair" from our users' point of view.
, . In our public communication with the audience, we unsuccessfully touched upon the personal aspects of our audience's life.
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Questions related to in-house team members cooperation (product, development teams and others).
Questions related to product development stage (from concept to first public release).
Questions related to sales, marketing funnels, prospects and leads communication, and overall product packaging.
Questions related to user interaction with actual product and its features.
Questions related to product analytical data analysis.
Select your product stage
#10.
Why do users complain about the quality of our support?
#30.
What common mistakes do we make when dealing with product analytics?
#41.
What should we do if our colleagues’ stubbornness is hurting teamwork?
#43.
What to consider when planning product releases?
#45.
What to do if our team members do not share their opinion?
#50.
How to deal with an incompetent colleague/manager?
#59.
What should we consider when referencing political, social, or economic events in our messages?
#61.
What should we do if our team wastes too much time on minor details?
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