Nico Trefasim

Growth Marketing Specialist

About

I’m fascinated by what makes people discover, try, and stick with a product. I work around content, growth, and online communities, and I love finding creative ways to help good ideas reach the right audience.

Forums

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1d ago

3 Weeks, 11 Support Tickets, One Sentence That Fixed 60% of Them

I logged every support ticket for three weeks. 11 total. Six of them were the same problem, phrased six different ways. The users weren't confused about different things. They were confused about the same thing and I had never noticed because they described it differently.

I changed one sentence on the screen where they got stuck. Not the flow. Not the feature. One sentence that explained what would happen next.