1. Team introduction
Tencent CDC, the full name of “Tencent User Research and Experience Design Department”, standardizes brand tool elements for Tencent Group, such as Tencent font, to increase brand reputation, and strives to promote the development of experience design industry through the opening of research and design platforms, such as Tencent questionnaire, cloud ridicule, design navigation and design cloud, etc.
2. Product introduction
What we need to talk about today is: a lightweight interactive feedback platform “Spit slot” developed by several product managers of Tencent CDC.
Create a Lightweight “Forum” in one Minute
Forum, I don’t know how you feel about this product for the first time. When I first contact this product, these two words naturally appear in my mind, and then I understand what “lightweight” is after in-depth understanding:
Registration does not need to fill in the form, opening does not need to wait for audit, Tencent’s own products, QQ direct login;
There is no need for developers to register domain names, servers, deployment codes, and no complex management background and permission control.
Multi-terminal support and one-click deployment
Based on the WEB adaptive layout, a move to eat all browser end;
One line of code, easy access to small procedures;
Webview easily access iOS and Android;
Message reply, wechat reminder, weekly data report automatically push.
More configuration free opening appreciation, support wechat payment, T+0 real-time automatic wallet to account.
Support custom extension, Webhook message receipt API;
Supports custom parameters such as client version, operating system, operating system version, network type, and device ID to transfer data.
3. Make a comment about the market background
As a new technology and application innovation, small program was selected as the world’s leading Internet science and Technology achievement for the first time at the fifth World Internet Conference in Wuzhen.
It is not long since Tencent won the world award, and the number of developers of small programs alone has exceeded 1.5 million. Behind millions of small program applications are hundreds of millions of users of Tencent. Therefore, to criticize this product is bound to take a far-reaching look at the common problem faced by a large number of developers at present: interactive feedback platform.
Two, to spit a slot “spit a slot”
1, search,
Although it is a lightweight product feedback platform of community type, it is a little ridiculous that there is no search function. I would like to make a comment on this suggestion.
2. Leaderboards
Yes. Surely there are leaderboards? Respect the admirer, or lead more people to appreciate, this function can have.
3. Rotation chart
It doesn’t have to be, but there’s a difference.
4. Latest/Popular/Likes ranking
Since spit slot as a lightweight community platform, the latest and popular sorting is essential, community content precipitation speed is very fast, its own home page feed flow recommendation algorithm is also more critical.
Iii. Comparison of feedback platforms
1. QQ group: effectiveness and efficiency
For developers, collecting feedback information, the most commonly used than: QQ group.
More than 90% of the Internet products I have used, such as games, tools, social networking products, anti-virus software and browsers, are almost all used by QQ groups to collect feedback and communicate with users. In fact, this is also related to psychology to some extent. People always want to know the answers behind the questions.
And QQ group as an instant communication tool, with it to collect opinions and problems, in terms of effectiveness and efficiency, can be described as the best choice.
However, it also has certain defects and is not easy to manage.
The QQ group can hold at least 200 people, at most 2000 people, and even now there are 5000 people in a large group. How to sort out and collect the opinions of each user, how to manage so many people, how to identify the advertisement and infuse and maintain the order of the group, even if you don’t check the group for a few minutes, the chat record and unread messages will be 99+. It’s not easy to differentiate and collect really useful information.
Large companies or game companies can still have customer service departments dedicated to maintaining QQ groups and collecting feedback, but other small companies or even individuals do not have so much energy to manage, I have seen many groups are just used as symbolic groups.
Even if a developer is a group leader, it’s hard to find the energy to do customer service, administration, and application development on a daily basis. That is not to mention, just because of the immediateness of the message, your question just put out, other people will be brushed down, or some careless developers with poor memory, yesterday gave him advice, may forget today, and when they think about it tomorrow, they can’t find the chat record.
2. Forum: Management and information precipitation
From the choice of Tencent and netease, we can find that “forum” is their love, and forum is also a platform used by all Internet companies more or less.
BBS as a platform of information communication, feedback, management, it is very appropriate, on the one hand, thanks to the BBS posts, posts mode, symbolic raised the threshold of the user feedback information, can let the developers more effectively collect, sort out the user’s feedback, developers can also through set-top, highlight post to foreign response and notice, On the other hand, the forum can also be seen as a platform for information precipitation, where people plant trees and descendants enjoy the shade. When users come to the forum, they can not only raise questions, but also reply and participate in the communication between other users. This can not only increase user stickability, but also enable users to solve their own problems in the process of using the forum.
Of course, the difference between forum and QQ group is quite obvious, not to mention the additional cost: Domain name, space, servers, security, CDN, BBS system, etc., but as credit, the developer is a programmer, this kind of person always like to overcome difficulties, to try new things and challenges difficult things, if the additional cost is not the problem, the comprehensive comparison BBS in as a user feedback communication platform, certainly be better.
3. Email: private, self-built platform: one-way feedback
There are a few other things that companies like to use: email, and feedback submission portals within their own software. These two platforms are more conservative, private, and one-way submissions, which are often seen with free software, as an alternative to distracting developers.
And vomit slot is precisely set BBS, this product group, mailboxes, self-built platform of a comprehensive solution, the first registered using free process, solved the problems of energy developers, moreover miniature BBS to retain the most basic core post reply, solve the problem of the selection of statistical information, but also support a reply message WeChat remind/email reminder, solved the problem of the real-time delivery.
4. Thinking about the product feedback from users
In the past few years, I have made a product almost every six months. No matter App, PC or small program, the number of users of each product has reached millions. In the past, I was indifferent to user feedback.
Part of the nature of it is probably because I’m making a free product, it’s hard not to think, “I already gave it to you for free, what else do you want?” On the other hand, it is also true that I am not good at communicating with people and have to face all kinds of users, so I spend extra energy to do these things without making money. Why bother?
In fact, the Internet market and users we face today are very different from those ten or five years ago. No matter for enterprises or individuals, it is not difficult to find that these products follow the same path: branding.
See the essence through the phenomenon, the success of a product is nothing to do with his business model is good enough, not the product itself can be profitable, but lies in its users, but not more than the number of users, and can successfully, and it’s either that or who more large flow can be converted into cash, but look at how much a product of the core users, enough loyalty.
1. What are core users?
If you are a user and want to download a software from the Internet, but you find that the function doesn’t work, or there is a BUG, what will you do?
“Get another one, find another software” is perfectly normal, isn’t it?
But if that user is willing to give you feedback, submit suggestions, and patiently wait for you to improve, that’s a core user.
I once met such a user, because there is no feedback channel in the software, so through the software to find my microblog, and then through the microblog to send me a private message, and then add my QQ does not return, finally do not know where to find my Zhihu, zhihu private letter asked me, “why can’t your software use ah? When will it come back?”
In the past, I never paid attention to customer feedback, even with paying customers. I thought it was natural to pay for food. What else? Therefore, of course, I lost many core users. But in the last two years, I began to build feedback channels through QQ groups, intentionally or unintentionally, and gradually began to understand the real thoughts of users. I also realized that oh, so many people are using my software, maybe even a little change of mine will affect the use of tens of thousands of people.
2. What is the use of core users?
If this sentence is heard in the product or market of some start-up companies, it is estimated that the roll of eyes can be turned to the sky. The core user is the number one player and hardcore fans, and is the core of the real value of a product. Whether you want to be famous and profitable, most of you have to count on the core user to contribute to you.
But for ordinary users, run into problems or use delete directly, not to find another just to use the software, but the real valuable core users, you do not know to cherish, then don’t blame your product why not fire, but the first step to success, must first learn to listen to the heart-felt wishes of the user, this perhaps is the feedback value products in the market.
Fifth, the user feedback itself thinking
In fact, the reason why user feedback is called user feedback is largely the feedback of the users themselves, whether the developers can receive it, whether they can improve after receiving it, and how the users know when the improvement is made. Users are unable to force these problems, but they are very realistic.
1. How do users perceive user feedback
As for the feedback platform, most of the time, the simplest and most direct solution for users is “work order system”. Work order system is private and one-to-one, which is suitable for solving users’ problems.
In fact, it is not the user saying, “I want a good feedback platform”, but the developer thinking, “I can read more user feedback after using a more convenient platform.” Developers can only make a truly great product if their thinking changes.
2. How do developers respond to user feedback
But is it really enough for developers to build a feedback platform? No, if it is not properly operated, it is easy to have the opposite effect. What is the biggest fear? The whole page of the feedback platform is full of “anti-” news without any” feedbacks “.
Therefore, it is only a good tool for some diligent developers to spit out a slot or other feedback products of the same type on the market. It cannot really solve the core problem of user feedback faced by the Internet.
As for users, the purpose of feedback is to get real responses and solve problems, but for developers, answering users’ feedbacks and collecting opinions are very exhausting. In addition, the product itself may not be profitable, but as a feedback platform, You can’t expect everyone in the lecturing room to understand the core user concept in order to run your market, so solving this problem is an important step towards the maturity of feedback products.
3. How can user feedback products improve user experience
Vomit slot as a non public discussion platform, is only to the product of a developer with a similar “plug-in” channels, under the major premise of the existing framework, the vomit slot products has been quite perfect, plus it’s not a profitable product, but also provide the high quality service, from the product itself, did do was impeccable.
On this basis, if you want to go one step further, it is still difficult, in addition to the need to provide more custom functions in their own, such as styles, labels, default display of text, etc.; And more extended functions, such as increasing voting, rich text editing box, reading volume, forwarding volume, to meet the needs of more developers, etc., besides, we can also consider the way of traffic realization + developer sharing.
Sixth, reverse output, promote the market direction of user feedback
The five deadly SINS of developers: laziness, poverty, busyness, forgetting, and boredom.
Generally speaking, there is still not enough hao force (Chu), after all, we are out to eat, although it may be unavoidable but ultimately interests to promote the development of science and technology.
After all, Tencent’s own products, access to their own wide point should not be difficult, right? Although at present there are hundreds of software vomit slot to use, but don’t look down upon the tencent is a product, even a small user feedback, can bring huge traffic, and traffic to liquidate can bring hope to vomit slot team on one hand, on the other hand also give developers to welfare, improve the proportion of FenRun, fly again small is also meat.
Of course, good things can be done better, for example, the quality rate of feedback processing by developers, as the registration threshold of opening advertising revenue, encourage developers to respond to users’ feedback; It also supports developer traffic interchange, allowing good, motivated developers to place their own ads with each other.
Such as there are a lot of novel and fun means can be launched, after all, human nature is mostly mercenary, the ancients cloud can not afford early profit.