Better customer communication
I received a message asking for feedback in return for the opportunity to win a $60 Amazon voucher.
You asked me to reply to the e-mail by the end of the day. Except you e-mailed me at 20:30 my time on a Friday night. How could I possibly respond? I now feel like I've missed out. You would have been better not to send the e-mail to European customers.
I gave you feedback. I replied to the e-mail you sent (since you started an e-mail conversation with me) except that failed. Obviously you don't really use that e-mail address.
So I sent an e-mail to support@. Except that also returned a blank because you have "streamlined", i.e. cut, customer support.
I'm a customer. You've asked for my help. Don't make it ridiculously difficult for me to talk to you.
I agree... That was a strange email.
Mine offered a $5 gift card for a response (I guess they were A/B testing incentives). I almost didn't do the survey because I didn't want to feel like I was doing it for such a small amount (what am I going to buy on Amazon for $5???). It's like offering $5 to a friend for driving you to the airport... It makes things weird. Either just thank your friend for the favor, or give an equal favor in return. Don't turn it into a cheap transaction.
When I responded to the email with this feedback I got the same bounce notification.
A perfect analogy.
I've given Optimizely a lot of feedback without any incentive. I've always liked the fact that there was a real person there who could deal with it. But they seem to have stopped doing that now. Perhaps they have grown too large to make the service experience personal.
Sometimes I do wonder who designs their tests though.
Thanks for bringing this up. I will surface these ideas and complaints internally and get back to you as soon as possible.
I'm so sorry for the confusion and inconvenience caused. For reference, you can reach out to me at firstname.lastname@example.org if you want to get in contact directly about this issue.
User Experience Researcher at Optimizely