Your support tickets are just the tip of the iceberg

Iceberg
The tip of the iceberg

If you run a product and have some kind of support system, you’re for sure, depending on the number of customers, managing a few support tickets per month. You might think « why are my users so stupid ? » , but this is not even the tip of the iceberg. Think about it from the user perspective. How many times are you annoyed by something a day ? Probably somewhere between five and ten times a day. And how often do you take the time to share your problem to the app’s creator? Probably once a day of you’re quite a world improver.

They are so many broken things that most of what is broken will not reach to you because other things are much more annoying.

By removing the most painful problems first, you will be able to get some feedback from the less urgent things.

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