Folks want to offboard their issue somewhere with minimal effort. It’s much easier to do that in free text in an app you’re already in than to submit a form where you have to categorize your issue on a website you’d have to pull it.
You’re right to say it’s friction making people step outside the preferred path.
Folks want to offboard their issue somewhere with minimal effort. It’s much easier to do that in free text in an app you’re already in than to submit a form where you have to categorize your issue on a website you’d have to pull it.
You’re right to say it’s friction making people step outside the preferred path.
People are lazy.
It’s not just that. There’s the feeling (deserved or not) that an issue is more likely to be fixed if you tell a person about it.