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Churn is a story we don't like to talk about often, all the time.
流失率，是一個我們不愿意去面對的問題
Airbnb's sort of growth really started picking up once they figured out how to match capacity to the demand,
Airbnb意識到，如何將公司能力與客戶需求相匹配或者是與客服電話的支持系統(tǒng)相匹配后
or the phone calls that they were getting into their support system.
網(wǎng)站的流量瞬間增長了
At Wufoo we actually constantly did experiments around support,because we're so obsessed with it.
Wufoo經(jīng)常會做一些和客服相關(guān)的實(shí)驗(yàn)項(xiàng)目我們對此很上心
One experiment we did was,we heard Kathy Sierra do a talk about there's a disconnect
我們曾經(jīng)做過一個實(shí)驗(yàn)原因是，我們聽說Kathy Sierra做過一個調(diào)查
between the motions that we have when we need help, and sort of.
發(fā)現(xiàn)，人們在尋求幫助時的心情
The content and the reactions we get from people when we get help from them, especially online.
和得到的答復(fù)，是有斷層的尤其是在線上這種形式
Because they just don't see all those nonverbal cues.
因?yàn)楸舜丝床坏侥樕系谋砬?/div>
So she said unless there's face recognition on the web,
她認(rèn)為，除非網(wǎng)站上有人臉識別功能
we're just always going to be disconnected from our users.
否則的話，我們和用戶之間是有隔閡的
Our feeling was, like, well we're not face recognition experts
我們覺得，雖然我們不是人臉識別的專家
but I think there's another way of getting empathy.
但是肯定有其他辦法解決這個問題的
So, as form builders, we added a drop-down and what we said was like, Wufoo hey, what's your emotional state?
作為一個表單制作網(wǎng)站，我們加載了一個下拉框可以選擇此刻的心情
And our hypothesis was that no one was gonna fill this out.
起初，我們預(yù)測沒有人會去選擇
We basically thought, oh okay, you know what the, this is gonna be pretty a lame experiment,but we'll see how it sort of goes.
因?yàn)槲覀冋J(rèn)為大家可能都不會去關(guān)注但是我們還是得看一下效果如何
And it turned out the Emotional State drop-down field was filled out 75.8% of the time.
加過，"心情狀態(tài)"這一欄75.8%的用戶都填寫了
The browser type drop-down filled just in comparison was filled out 78.1% of the time.
使用電腦客戶端的用戶填寫這一欄的人數(shù)更是占到了78.1%
All right? So people were basically telling us, for my technical support issue
這些數(shù)據(jù)顯示用戶對于產(chǎn)品技術(shù)支持的這個問題
how I feel about this problem is just as important as, like,
他們的心情狀態(tài)
all the technical details you need to sorta figure out how to debug it
和我們要解決的技術(shù)問題是同等重要的
Now we didn't prioritize things or triage things by emotion, right, and for the most part, people didn't game the system.
我們通常不會去根據(jù)我們的心情去把事情分個主次
