One of the examples of bad customer experience. Bad customer service reviews examples. And the solution to the problem!
Of course, he/she is complaining about something, but what is it? When you want to ask him that, he/she swears at you even more. When you ask for feedback, most of the time even the feedback is wrong. Maybe he/she does it on purpose, maybe he/she doesn’t even know what he/she wants. 🤷♂️
In this article, I’m going to tell a “F*ck you” story that happened to me. Someone used the same phrase when deleting his/her account, and then used bad words again when giving feedback. At first, I thought it was intentional, but then I discovered the problem, so how?
How Did It All Start?
I have a micro SaaS called NotionPlus.dev. I share the things I learned there on this blog. And one day I saw a “f*ck you” message in his/her account deletion requests. He/she got angry and wanted to delete his/her account. 🤔
I immediately checked to see what kind of widgets he/she had created, but nothing. Then I checked the hours between the signup date and the account deletion. I was blown away! 😱 It was 2 minutes!
One person signed up. 2 minutes later, to delete his/her account, and he/she swore at the account deletion text. And he/she didn’t even stop there. He/she wrote extra bad words in the feedback form. (Feedback in a sentence)
What Did I Think?
At first, I thought it was sabotage or something. Was there someone who didn’t like me? Did I have enemies I didn’t know existed? I had no idea. 🤷♂️ There was a two-minute stored information. And it was deliberately written.
What Did I Do?
I was very angry because I was shocked by what had happened. 😡 I thought it wasn’t my fault. Of course, I decided I needed to clear my head first. I walked around outside for a while. 🌳🚶♂️ When I came home, I had only one thing on my mind! 💡
“Logs!“
A few months ago, I coded a logging system that tracks my users’ movements on the website. My goal was to analyze their behavior and improve the product. I also built it so that I could take logical actions in such extreme cases, and so it was. 😏
I started analyzing the user’s actions. 🔎 He/she didn’t sign up and go to the widget addition page first. Yes! He/she searched the widget first. 🤨 Then he/she went to the widget addition page. But without adding any widgets, he/she left abusive feedback saying that he/she wanted to delete his/her account. 👮♂️
What am I Supposed to Understand from This?
Can users immediately get to the widget addition page? When I looked into it, no! I mean, I thought the most critical thing was accessible, but I was wrong! 😥
The first thing I did was to immediately add a huge “Add Widget” button on the dashboard page. 🙂
Then I went back to it, and if you notice, it went to the “add widget” page, but it didn’t add any widgets. It left immediately. When I thought about the reason for this, I remembered my blog post.
I had made an article and a YouTube video on how to use a widget in my blog post, but I hadn’t updated it when I redesigned the interface. Probably this and others watched the old video and couldn’t navigate the new interface. This resulted in a fateful ending. 🔍
But I didn’t stop there, I started uploading how-to-use videos for each widget. I also added a link as a “help” button in the widget detail and directed it to this blog post.
Lessons to be Learned
- Add a feedback form to your Micro SaaS. ☁
- If you have added an account deletion feature to your Micro SaaS, do not forget to add a text box to write the reason for this.
- Most importantly, log users’ behavior on the website. In critical situations, you can access information that will save your life or increase your revenues.
- You can’t blame someone else! That’s an excuse! If someone is angry about something you have done, it is about you. Not taking the blame is cowardice! If you are an entrepreneur, you have to stop sweeping problems under the rug. 🧹 You have to face the problems and come up with solutions! 🤵
Suggestion: 10 Emails to Send to Bad or Upset Customers