Your best friend anonymous



    So, you just launched your startup. It’s cool, everyone needs it, it solves the most pressing problems of a potential audience (well, you think so), it looks stunning and super-convenient to use.

    A day, week, month, three passes ... Yes, attendance is not bad. Yes, the user base is growing. But I want more. How to understand what your users are missing? What needs does the service not cover? What is inconvenient to do? But on the contrary, it’s been done well, and is it worth it to change?

    The best thing you can do right now is to allow anonymous feedback (questions, ideas, bug reports) from users.



    Nothing can replace a living person’s feedback from working with your application. Web analytics and a / b testing are powerful tools, but they begin to work in full force only on a large user base. While it is not there, feedback plays a major role.

    Okay, the user’s opinion is great. But why anonymously? The fact is that (surprise) people are not at all eager to write something to you. If the service is to your taste - they start using it, no - they just close the page.

    If a person wants to write about his experience of communicating with your site, it means that something has seriously “hooked” him, and it is better to listen to him. Therefore, it would be nice to simplify the user’s path from intention to action as much as possible: if you want to leave a review, just write it and click on “Send”. Everything.

    For example: the web application I'm working on has 70% of the reviews from anonymous users. If you prohibit anonymous calls, this feedback simply would not exist.

    With motivation sorted out. Now to the technical part. Traditionally, specialized services are used to collect ideas, questions and bug reports from users. The most famous is Get Satisfaction , of which are widespread in Russia - UserEcho , Reformal and Copiny .

    Disclaimer : I am not affiliated with any of the services in question, but tried to work with everyone.

    What does sending an appeal through such a service usually look like?

    That's how:





    Hey guys, why are you ?! Enter email? Enter your name? Enter the characters in the image? All for now, I have already left.

    The main task of the feedback service is (suddenly) to collect opinions and criticism of users. How could this task be realized in such a defensive way?

    So that you do not think that it was only Reformal, here is a screenshot from Get Satisfaction:



    And Copiny:



    Yes, instead of allowing people to leave reviews without a headache, the creators of the services prefer to verbosely explain why this can not be done .

    When I first encountered this situation, I found it simply unbelievable. Well seriously, how can market leaders not understand the value of anonymous calls? Fortunately, an acceptable option was eventually found:



    They limited themselves to a simple captcha, which (I hope) even an impatient user can handle. Although I would have removed it. Thank UserEcho!

    To summarize:

    1. Respect the user's right to anonymity.
    2. Use a feedback service that does not put obstacles to people.
    3. Profit is not slow to wait!


    PS Please, never, never, never use the usual Dull Form for feedback!
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