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Why I don't use my real photo when messaging with customers on my website

kapwing.com

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Re: Why I don't use my real photo when messaging with customers on my website

#71

Post by [deleted] »

adventured wrote: post #52
tomlock wrote: post #23

Earlier quoted context omitted.

But also, the percentage of the userbase responding poorly also responded almost an order of magnitude more when the person on the other end was a woman.

> the percentage of the userbase That's not what their data is showing. That would be a valuable break-out to see. What their data is showing is number of messages. If you look at the chats, it appears they're counting multiple abusive messages (one minute to the next and many within the same minute stamp) from single actors. If one jerk sends eight abusive messages in one minute, they're counting all of those in the…

[deleted]

Re: Why I don't use my real photo when messaging with customers on my website

#72

Post by b6 »

mattbee wrote: post #62
b6 wrote: post #30

Earlier quoted context omitted.

> misogyny I keep seeing this word being used, and I don't think it's apt. I don't think we're seeing "dislike of, contempt for, or ingrained prejudice against women", much less "hatred of women". I think it's much closer to the truth to say that people everywhere are extremely interested in and enamored of women, but that women provide some kind of easy target for expression of bad feelings or trolling. As a former…

> I think it's much closer to the truth to say that people everywhere are extremely interested in and enamored of women, but that women provide some kind of easy target for expression of bad feelings or trolling. You're not even convincing yourself here, dude. If you feel that women just are an outlet for your bad feelings, and you somehow can't keep a lid on that - you're a misogynist, whatever the shade.

> If you feel that women just are an outlet for your bad feelings, and you somehow can't keep a lid on that - you're a misogynist

Do bullies mistreat other kids because they hate children?

Re: Why I don't use my real photo when messaging with customers on my website

#73

Post by jenthoven »

vgf wrote: post #64
jenthoven wrote: post #27

Earlier quoted context omitted.

Hey - I totally agree it can be annoying, especially since Drift asks users to enter their email address and people are worried about spam. So it’s a tradeoff between annoyance at the pop up and the support users get when they have problems. Our website is a video editing tool, so we decided that it’s more important to have someone to answer questions than to avoid “peeing off” users. And, regardless of how annoying…

> especially since Drift asks users to enter their email address and people are worried about spam. Huh, okay. (Why bring up some other site?) > Our website is a video editing tool, so we decided .. I don't quite follow - how does that fact justify using this particular dark UI pattern?

>>Why bring up some other site? Sorry for not being clear. "Drift" is the name of the messaging widget we use to support Kapwing's chat bot. If a user responds to the welcome message on Kapwing, they're automatically prompted for their email (kind of in a side bar to the message box). I feel like this makes the chat bot a bit more annoying to users who choose to respond to the initial message.

>> how does that fact justify using this particular dark UI pattern? We just made a product call and decided that the benefits, both for us and for our users, of having a chat box outweighed the annoyance. When people have problems using our tool, they really want help, and it isn't that difficult for the rest of our site visitors to swipe away or ignore the chat box.

Re: Why I don't use my real photo when messaging with customers on my website

#74

Post by nickrivadeneira »

vgf wrote: post #64
jenthoven wrote: post #27

Earlier quoted context omitted.

Hey - I totally agree it can be annoying, especially since Drift asks users to enter their email address and people are worried about spam. So it’s a tradeoff between annoyance at the pop up and the support users get when they have problems. Our website is a video editing tool, so we decided that it’s more important to have someone to answer questions than to avoid “peeing off” users. And, regardless of how annoying…

> especially since Drift asks users to enter their email address and people are worried about spam. Huh, okay. (Why bring up some other site?) > Our website is a video editing tool, so we decided .. I don't quite follow - how does that fact justify using this particular dark UI pattern?

Drift is the chat app that's being discussed by the post she's responding to.

Re: Why I don't use my real photo when messaging with customers on my website

#76

Post by adventured »

jenthoven wrote: post #70
adventured wrote: post #52

Earlier quoted context omitted.

> the percentage of the userbase That's not what their data is showing. That would be a valuable break-out to see. What their data is showing is number of messages. If you look at the chats, it appears they're counting multiple abusive messages (one minute to the next and many within the same minute stamp) from single actors. If one jerk sends eight abusive messages in one minute, they're counting all of those in the…

No - I counted each thread separately. A "burst of messages" counts as 1

edit: and for the downvoters, I operate a service in the retail space that is exclusively for women. Information/data/blog posts of this sort are extremely valuable to me, that's why I'm asking for clarification.

Ok, then I'm confused. In the post it shows, for example this:

https://i.imgur.com/P4QCWO4.png

That says ~14 messages per week. So you're saying the labeling is wrong, that it should say chat sessions per week?

The overall math in that scenario is also confusing me, if that refers to sessions. If the average abusive session contained even just six or seven messages, times 14 abuse sessions per week, upwards of 100 abuse messages contained within the abusive sessions in a week, ~400 per month. Roughly half of your customer interaction messages, or more, at that time, were occuring in abuse threads? Or does "2,100 messages" actually refer to 2,100 individual chat sessions?

Re: Why I don't use my real photo when messaging with customers on my website

#77

Post by codedokode »

nitrogen wrote: post #54
codedokode wrote: post #40

Earlier quoted context omitted.

They are absolutely inexcusable. Website developers should make simpler design rather than make everyone search for close button and consider every user an idiot. Also it can make user feel uncomfortable, as if there is someone behind their back standing and looking what they are doing with the site. This popup is also deceiving users. For example on the screenshot [1] we can see a human user thinking that a real per…

Also it can make user feel uncomfortable, as if there is someone behind their back standing and looking what they are doing with the site. You should check out Inspectlet.

In this case they not only look, but also bother you with unneeded greetings. Like an annoying staff in a shop asking whether you need help.

Re: Why I don't use my real photo when messaging with customers on my website

#78

Post by guitarbill »

throwaway613834 wrote: post #24

Honest question: What's the logic behind being so utterly rude from the first moment to someone you find attractive? Is it supposed to attract them back somehow?

Sour grapes. If you know you can't have or get something, pretend you never wanted it. Thus your ego is preserved.

Re: Why I don't use my real photo when messaging with customers on my website

#79

Post by vortico »

It's without a doubt that there is extreme misogyny on the internet and in the real world, but I would be interested in the demographics of the bad responses you got: country, age, gender, etc. This is the natural next step to understand how to solve this problem.

Re: Why I don't use my real photo when messaging with customers on my website

#80

Post by jenthoven »

johnsea wrote: post #63

TBH if such an annoying chat robot pops up, my answer could also be a very unfriendly 'go away'. Regarding photo difference this has likely to do with part of the audience which use such a mem maker kapwing site: idiots. An ip lookup who they are and/or coming from would have been interesting.

We didn't include "Go away" or "get out of my way" or even "shut up" in the count of rude messages. I only counted messages where a user swore, called me a name, or said something clearly aggressive or mean.
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