Late-night CEO in the chat room

An old employee of Gate recalls a detail: Dr. Han Lin has a habit of appearing in user chat rooms late at night. He doesn’t speak, just watches. Watching what users complain about, ask about, or curse. Then the next day, the product team receives his feedback: “This feature users say is not good, change it.” “This withdrawal speed is slow, check it.”

A CEO doesn’t sit in the office looking at reports, but crouches in user groups listening to complaints. This habit started back in the BitC platform days. At that time, the platform was just starting, with only a few hundred users, and he personally watched every transaction and message. Thirteen years later, with users growing from a few hundred to 23 million, Dr. Han can no longer review each one, but he still demands the team “be closer to the users, closer.”

Someone asked him why he cares so much about users’ voices. He said, “I was scammed on a forum myself, I know how helpless you feel when a platform ignores you.” The experience of being scammed taught him empathy. And empathy is Gate’s softest soft power.

#Gate13周年