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One of the interesting byproducts of it was that we noticed that people started being nicer to us in the customer support.
但是，这个实验产生了一个有趣的副产品我们注意到用户对我们的客服态度更加友善了
It was something sort of subconscious.
可能只是潜意识
We just were thinking like, wow, users are so much better now.
我们会觉得，现在的用户这么好了
What's going on?
怎么了？
And we went back and looked at the data and we did some text analysis and we realized is that,
我们回顾了一下这些数据我们做了一些分析
oh, when it comes to only communicating with people over written words, like email,
发现，当我们只是用书面的形式和客户交流，比如说电子邮件
there's only three ways that you show strong emotions, right?
用户只有三种方式来表达他们强烈的心情
Exclamation marks curse words, and all caps.
感叹号，不好听的话，或者把所有的字母都大写
And sure enough on all three of those metrics, they've gone down.
用户和我们的客服交流时
In sort of the way people were talking to us in the customer support.
情绪缓和了
Once people had a simple outlet for their emotions, right, people would be a lot more rational,
一旦用户有了一种发泄情绪的出口他们就会变得更加理智一些
and it made our jobs a lot more pleasant as a result.
那么问题就会变得好处理一些
The other byproduct that is awesome is that you actually build better software when you do this.
另外一个很不错的副产品是开发的软件会比以前更好了
Far better software. This is actually backed up by tons of research.
比以前好多了，这是基于大量研究得出的结论
Jared Spool, a user interface engineer, Jared Spool
是一个用户界面工程师
which is sort of the big players in this space says like, there's a direct correlation to
他在这方面非常有权威他认为，设计的好坏和
how much time we spend directly exposed to users and how good our designs sort of get.
和能直接面对客户提出的质疑的次数是正相关的
He says it has to come in this specific way.
就是这么具体
It has to be direct exposure, right?
你必须要直接面对客户的质疑
It can't be something where someone generates a report or through a graph,
只看反馈报告或者是图表是不够的
you have to be interacting with them somewhat real time.
你必须花时间与客户面对面
It has to be a minimum of every six weeks.
至少每六周就得做一次
And it has to be for at least two hours.
每次至少两个小时
Otherwise your software will get worse over time.
要不然的话，一段时间以后你们的软件肯定会走下坡路
Our developers, our people who are on, on Wufoo were getting exposed to our users four to eight hours every single week.
Wufoo的软件开发者每周至少要拿出4-8个小时的时间和用户面对面交流
