They'll Tell You What's Wrong
Inspired by on Lenny's Podcast
Put live chat in your parenting - also known as 'actually listening when they complain.'
Nikita Bier recommends something that sounds crazy: "Put live chat customer support in your app 24 hours a day." Not because it scales - it doesn't - but because "users will literally tell you the problem they're having."
Your kid is the live chat feature you didn't ask for. They're constantly telling you their problems. The issue is we're often too busy trying to solve what we THINK the problem is to actually hear what they're saying.
"I don't WANT the blue cup!" seems like a cup color problem. But if you listen a little longer, it might be: I wanted to pick my own cup. I'm overwhelmed and need something to control. I'm tired and everything feels wrong.
Nikita's team would paste interesting feedback into Slack and look for patterns. What if you did that with your kid? Actually tracked the complaints and looked for what's underneath?
You might discover the same root cause showing up in different disguises. And that's where the real fix is.
PM Theme: Customer feedback and listening
Parenting Theme: Actually listening to complaints
“Put live chat customer support in your app 24 hours a day. It sounds insane... But then users get this white glove experience... But most of all, one of the reasons I actually recommend people put live chat in their app is it's the best vehicle for getting feedback and doing user research because users will literally tell you the problem they're having.”Nikita Bier · 00:32:18
