Frustration is the signal before churn.
This template helps you uncover the conversations that signal confusion, broken processes, or help that just didn’t help.
Definition: Support frustration refers to repeated points of confusion, delay, or friction that customers experience when trying to get help — often hidden in patterns across multiple tickets or calls.
| Benefit | Description | Impact |
|---|---|---|
| Frustration Mapping | Identify what’s broken or unclear across support flows | Reduce ticket volume + effort |
| Cross-Team Alignment | Help product and support fix what customers hate | Less reactive fire-fighting |
| Sentiment Signals | Track emotional trends from support conversations | Improve customer perception |
| Escalation Prevention | Fix problems before they repeat | Increase first-contact resolution |
Support Ops: Streamline common fixes
CX Managers: Reduce recurring complaints
Product Teams: Understand what breaks UX
CS Leaders: Flag experience gaps across the journey
Yes — any conversation format is supported. The more unstructured language, the better the insight.
Absolutely. You can upload Zendesk logs, call center transcripts, Intercom exports — even WhatsApp if exported.
You’ll get your output within minutes of uploading.
“The tool helped us detect repeat support issues that were invisible in our helpdesk metrics. Now we fix root causes — not just close tickets.”
— Heather Theysohn, Assistant Professor, Occupational Therapy
