Your support data is an early warning system

Executive Summary

We've all seen the pattern — no matter the business, no matter the size. The majority of your support demand is always driven by a handful of upstream issues. Could be in your product, your process, your fulfillment or your information architecture. What you might not realize: These issues cluster at three specific points. Purchase evaluation, checkout, and post-purchase confirmation are the pivotal moments where a customer buys, stays, or churns. These upstream issues are thus an invaluable, and under-utilized, potential diagnostic tool.