Give Your Users The Chance To Be Unsatisfied
2009-07-26 18:47:14 | Tags: customer care, eshop, im, software, uninstallation, user experience | Comments »
It was an IM-History program I tested and it didn’t work. It crashed, froze, had bugs, application error, abnormal program termination etc.). Upon uninstallation certain softwares asks you the reason of dropping them. I usually don’t fill out this form because I was bugged and at the end they bug me again wit their question. I also don’t like if after uninstalling a software it opens the web browser and there gives me a “buy the full version” or survey page. It’s bothering really.
This software was different, I don’t really remember what the last screen of the uninstallation process showed but it was another feeling. It said something like “We understand if you are unsatisfied, if you want to help us describe below the reason” instead of “Reason of uninstallation:” or “Please tell us the reason why did you uninstalaled the software:”. The words you communicate with unsatisfied users tells a lot about your willingness of change. It also shows how much you really care about your real users whether they buy, download, install your product or not. And that’s a great thing.
I told them: No history was shown, if you can fix it I would register again. I’m just bugged to ask always some support team that answers after 2 weeks.
The same thing apllies to blogs, eshops etc. When your reader unsubscribes do you tell them how great it was that they once subscribed? Do you let your shoppers have a good user experience by letting them decide and go without popping up “you have some items in your basket”?
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I thought it’s just because of the video content I was watching: “Bush’s ten top moments”… Shame on you… But then the second video did not fool me so no shame on me please. This YouTube logo is really green and I don’t know why. Is someone out there who knows why?