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Churn is a story we don't like to talk about often, all the time.
流失率，是一个我们不愿意去面对的问题
Airbnb's sort of growth really started picking up once they figured out how to match capacity to the demand,
Airbnb意识到，如何将公司能力与客户需求相匹配或者是与客服电话的支持系统相匹配后
or the phone calls that they were getting into their support system.
网站的流量瞬间增长了
At Wufoo we actually constantly did experiments around support,because we're so obsessed with it.
Wufoo经常会做一些和客服相关的实验项目我们对此很上心
One experiment we did was,we heard Kathy Sierra do a talk about there's a disconnect
我们曾经做过一个实验原因是，我们听说Kathy Sierra做过一个调查
between the motions that we have when we need help, and sort of.
发现，人们在寻求帮助时的心情
The content and the reactions we get from people when we get help from them, especially online.
和得到的答复，是有断层的尤其是在线上这种形式
Because they just don't see all those nonverbal cues.
因为彼此看不到脸上的表情
So she said unless there's face recognition on the web,
她认为，除非网站上有人脸识别功能
we're just always going to be disconnected from our users.
否则的话，我们和用户之间是有隔阂的
Our feeling was, like, well we're not face recognition experts
我们觉得，虽然我们不是人脸识别的专家
but I think there's another way of getting empathy.
但是肯定有其他办法解决这个问题的
So, as form builders, we added a drop-down and what we said was like, Wufoo hey, what's your emotional state?
作为一个表单制作网站，我们加载了一个下拉框可以选择此刻的心情
And our hypothesis was that no one was gonna fill this out.
起初，我们预测没有人会去选择
We basically thought, oh okay, you know what the, this is gonna be pretty a lame experiment,but we'll see how it sort of goes.
因为我们认为大家可能都不会去关注但是我们还是得看一下效果如何
And it turned out the Emotional State drop-down field was filled out 75.8% of the time.
加过，"心情状态"这一栏75.8%的用户都填写了
The browser type drop-down filled just in comparison was filled out 78.1% of the time.
使用电脑客户端的用户填写这一栏的人数更是占到了78.1%
All right? So people were basically telling us, for my technical support issue
这些数据显示用户对于产品技术支持的这个问题
how I feel about this problem is just as important as, like,
他们的心情状态
all the technical details you need to sorta figure out how to debug it
和我们要解决的技术问题是同等重要的
Now we didn't prioritize things or triage things by emotion, right, and for the most part, people didn't game the system.
我们通常不会去根据我们的心情去把事情分个主次
