Customer Service and Product Manager

After starting the WeChat POP project, I became the product manager of this product. I know that in the eyes of colleagues, the product manager is a responsible person in charge of the role of the job, but according to their own meaning can actually be contracting foreigners, that this Columbia foreman is pointing to the schedule every day and then said to the programmer today This bug must be improved, and you have to do a certain function tomorrow, and then go to the Internet to talk about Q, so once our company's programmers said to me, I decided to do a product manager , So that every day I can command everyone to work, and they just want to do why, but the fact is true?

After these months of experience, I think the product manager is responsible for the quality of this product and the user experience have unshirkable responsibility, in addition to prototyping and progress management, how to communicate with customers, access to customer needs Feedback and revisions are also top priorities for product managers. After all, we can not be behind closed doors, developed products are for customers to use on the need to understand customer needs and usage, this time you have to transform themselves into a high-level customer service, especially in the beginning of the project manager must personal tracking Customer use, customer experience and use of communication, routine issues to be handled in time, and to answer incidents in patients with incurable diseases, so as to understand those functions are necessary, those functions need to be improved. Like our platform products, we have a wide range of customer needs, and we need to measure whether we want to develop them based on the value of existing resources and functions.

I spend most of my time with customers and solve user problems every day. I seriously think about it. Indeed, as my colleague said, product managers talk online every day for Q, but chatting is all about project issues. And without his imagination so easy, when I told him that product managers need to do customer service when they immediately reduced interest in this position, obediently go back and do his procedures.

Before chatting with friends, a friend asked me the beginning of such a customer service can be, since the number of users, it is impossible for each personal service ah. When the product gets a certain amount of users, the product manager more through a variety of usage data to optimize the system, after all, the user's opinion represents only his own individual, many times their requested features are not universal, coupled with the user that Not necessarily right, and with so many people impossible to do anything, you need a product manager to measure this, and if the customer desperately needs a niche feature this time letting the customer pay for custom development.

Product Manager in addition to customer service, more should be to guide customers how to make good use of this product, after all, users do not understand how to play the product's features, they will only use their own ideas to use, resulting in low utilization and effectiveness, So in addition to making a tutorial, I also pay close attention to all the closed beta public account operations, basically I have to add their public account, I found that they all have a characteristic that the amount of information is very small, and especially like the mass map Text information, text messaging seems to send enough grade the same. A friend said that if the text message owner would think he was lazy and will not be scolded, and a lot of pretty graphic information ah, will attract many people to see ah.

After my investigation, I found that in general, accounts with text and graphic information are not active from the media, and the public accounts of other enterprises are not active enough. The amount of information among users is very small, which is not conducive to the healthy development of public accounts. This time we have to take the lead role, last week I was mass text message based, the message which content can be found using those keywords, and some even left a suspense, for example, "we try to reply marketing!" , The effect is indeed significant, the level of activity and information immediately came up, and bring you the number of consultation and questions. And if you want to mass graphic content each time you need to edit the content in the official background to mass, some users want to mass system article, so we wrote a tutorial "How to use WeChat POP content in bulk", let us use Hyperlinks to achieve the mass of our system of articles.

Some account through the mass prompt users to reply to the keyword to get the content or mass article hyperlinks, have achieved good results, such as "Youji Taiwan purchasing" "Wuhan New Oriental domestic exam department" "Guigang night banquet bar" "beauty care audio" " Mei Shijia "and so on. In particular, "excellent home Taiwan Shopping Service" in the absence of any promotion of the keyword "Shopping" ranked first, "Taiwan" ranked fourth, the daily natural new users have reached more than 50-80 people, and according to them Of the reflection, and now the amount of information to upgrade, their Xiaobian are overjoyed, so a large increase in the amount of information on the account of great help.

Finally found that product managers not only good products, but also senior customer service, but also dig deep user problems, sometimes users say this problem, but the user does not need you to solve this problem, but another. Like Zhou Hongyi said that we complained about the computer installed 360 after the computer slowed down, you continue to optimize the speed of the software, in fact, we are not concerned about why the installation 360 slowed down, but why installed 360 after the machine did not get faster, this When you need to determine the real problem the user needs to solve, it seems that the product manager to do more is not easy ah!