評論
打印
We redesigned our documentation over and over again, AB tested it constantly.
Wufoo把文檔修改了一遍又一遍不斷地測試
One iteration of our documentation reduced customer support by 30% over night.
我們的文檔更新?lián)Q代后，在一夜之間客服使用率減少了30%
It's one of those things where, like, overnight, all the people that work on the product immediately had 30% less work to do.
一夜之間大家的工作量瞬間減少了30%
Now what happens if you have everyone work on customer support constantly, and thinking about it in terms of a remarkable way?
大家想一下如果大家都經(jīng)常去做客服這樣會帶來怎樣大的影響呢？
Well, I talked a lot about, in the very beginning growth is a function of conversion and churn.
在剛開始上課的時候我就講過，公司的增長是由轉(zhuǎn)化率和流失率決定的
This is Wufoo's growth curve for the first five years.
這是Wufoo剛開始五年的業(yè)績增長表
Right? What's interesting is that we paid no money on advertising, on marketing.
有趣的是，當(dāng)初我們并沒有廣告投入
All of it was done by word of mouth growth.
我們的增長都是源于用戶的薪口相傳
Right? And the interaction between, like, new users and downgrades are this.
下方的兩條線表示的是用戶的增長和客戶的流失
It's so slight what it takes, that gap, making that sort of work.
它們之間的差很小，但是這是這個利差使我們的業(yè)績做得這么好
And what a lot of people keep forgetting is that
很多人會忽略一點
there's almost no difference between an increase in conversion rate, 1% increase and a 1% decrease churn.
認(rèn)為，轉(zhuǎn)化率增長1%和流失率降低1%之間可能沒有什么不同
They do exactly the same thing to your growth.
它們對增長的貢獻(xiàn)都是相同的
However, the ladder is actually much easier to do.
然而，將流失率降低更容易一些
It's much cheaper to do, in your apps, and a lot of the times we neglect this, neglect this to way far along.
而且花的錢還少但是我們通常忽略了這一點
Right? And we usually have our B team works on these sort of projects and services.
我們通常不放很多心思在這上面
This is actually not the graph that we track most of the time at Wufoo it's not even the one I'm proud of.
其實剛才那個增長線并不是我最引以為榮的
This is the one I'm proud of.
這個才是
Cuz even though we have this sort of nice, awesome curve of growth, this is what, how loud is this scale?
雖然剛才那條線看上去增長的很好但這幅圖的范圍也挺大
Keep the company small, have an awesome culture.
我們的公司雖小，但是卻有了不起的企業(yè)文化
