Deep mining User Problem Product manager is a senior customer service

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I have been the product manager of this product since I started the micro-credit pop project. In the eyes of colleagues, product managers are responsible for the role of people work, according to their meaning is the contractor, think the contractor every day is pointing to the programmer said today must change the bug, tomorrow to do a certain function, and then go on the internet to chat about Q, So one time our company programmer said to me, I also want to do product manager, so every day can refer to everyone work, oneself want to do what, the fact really?

After these months of experience, I think the product manager is required for the quality of this product and user experience bears unshirkable responsibility, in addition to do prototype design and management of progress, how to communicate with customers, access to customer demand feedback and change is the product manager's top priority. After all, we can't be behind closed doors developed products are for customers to use the need to understand the needs and usage of customers, this time you will become a senior customer service, especially in the beginning of the project when the product manager must closely track the use of customers, and customers to communicate the use of feelings, conventional issues to be dealt with in a timely manner, And to answer the customer's use of the difficult diseases, so as to understand those features are necessary, those features need to improve. Like our platform-type products, the diverse needs of customers, we need to be based on the value of existing resources and functions to measure whether to develop, otherwise it will be thankless.

I now spend most of my time on communicating with customers and solving user problems. Seriously think about it, indeed, as colleagues said product manager every day on the Internet to chat about Q, but chatting is the project problem, and did not he imagined so easy, when I told him to do product manager need a guest suit, They immediately had a big interest in the position and went back to his program.

Before chatting with friends, friends asked me to start this when the customer service can also, after the number of users, it is impossible to each personal service AH. When the product gets a certain amount of user, product managers are more through the use of data to optimize the system, after all, the user's opinion only represents his personal, many times their requirements of the function is not universal, plus the user is not necessarily right, and there are only so many people can not do anything function, So it takes a product manager to measure this, and if the customer is desperate for a niche feature, then let the customer pay for the custom development.

Product Manager In addition to guest clothing, more should be to guide customers how to use this product, after all, users do not understand how to play the product function, they will only follow their own ideas to use, resulting in the use rate and the effect is very low, so I have not only made a tutorial, but also pay close attention to all the public accounts involved in the operation of the beta, Basically I have to add their public accounts, I found that they have a feature is very little information, and especially like mass message, as if the text information is not the same grade. A friend said if you send text message The boss will think he lazy did not work will be scolded, and the picture and text information beautiful many Ah, will attract a lot of people to see AH.

After my investigation found that usually send text message mainly in addition to the account from the media, other enterprises public account activity is not high, the user information is very small, this is not conducive to the benign development of the public account. This time we will play a leading role, last week I was a mass text message mainly, the information indicated with those keywords can find what content, or even some are left suspense such as "everyone back to Marketing try!", the effect is really significant, and the amount of activity and information comes up immediately, and bring up the number of consultation and questioning. And if you want to mass text content every time need in the official backstage edit good content to mass, some users want to mass our system of articles, so we wrote a tutorial "mass when the use of micro-letter pop content", so that we use hyperlinks to achieve mass-mailing of our system articles.

Some accounts by mass prompts the user to retrieve the content or group of articles hyperlink, all get good results, such as "excellent Taiwan's purchasing", "Wuhan New Oriental Domestic Examination Department" "Guigang Banquet Bar" "Mei-care Audio" "Mei-Jia" and so on. In particular, "excellent home Taiwan purchasing" in the absence of any promotion of the key words "purchasing" ranked first, "Taiwan" ranked fourth, the current daily new users have reached more than 50-80 people, and according to their reflection, now the amount of information upgrade, their small series are busy, So the amount of information on the ranking of the account is very helpful.

Finally found that product managers not only to do a good product, but also a senior customer service, but also to dig deep user problems, sometimes users say this problem, but users do not need you to solve this problem, but the other one. Just like Zhou said everyone complained about 360 after the computer slowed down, you go to constantly optimize the speed of the software, in fact, we are not concerned about why the installation of 360 slowed down, but why installed 360 after the machine does not become faster, this time you need to judge the real needs of users to solve the problem, It seems the product manager is more and more not simple Ah!

Micro-Credit Number: liuzijuncom or in micro-letter search Liu Zijun, or on Sina Weibo on the @ Liu Zijun Weibo.