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Product event
Track key product events with a simple JavaScript snippet.
Research triggers · Customer feedback moments
Capture Feedback When Issues Happen
Talk to users when they hit an issue, error, or failed action. Understand what they were trying to do and where the experience breaks.
2 to 5 minute interviewsWorks from events you already trackEvery interview is a real person
“I tried to upload my file several times but kept getting an error.”
What people say at this moment
Why it happens
Common Reasons Product Issues Occur
Product issues can occur when technical errors or confusing workflows prevent users from completing tasks. Understanding these causes helps teams improve reliability.
Common causes include:
• system errors or bugs during important actions
• confusing product workflows
• unclear instructions or product messaging
• features behaving differently than expected
• missing capabilities needed to complete tasks
Understanding these issues helps teams improve reliability and user experience.
The gap
Errors Show What Broke, Not What Users Were Trying to Do
Product teams can monitor errors and issues through logs and monitoring tools.
Teams can see:
• error messages
• failed actions
• system alerts
• support tickets related to bugs
But technical data alone does not explain what the user was trying to accomplish.
A failed action might indicate a bug, but it could also reveal:
• confusing workflows
• unclear instructions
• missing capabilities
Without understanding the user’s goal, it’s difficult to identify the real cause of the issue.
Timing
The Best Moment to Understand Product Issues
The most useful feedback happens right after an issue occurs.
At that moment, users still remember:
• what they were trying to do
• what they expected to happen
• what actually happened instead
Capturing feedback immediately after an error or failed action helps teams understand both the technical problem and the user experience behind it.
Instead of only seeing an error in logs, teams can learn the real context of the failure.
Key moments
Key Moments When Product Issues Appear
Product issues often appear during specific interactions inside the product.
Common moments include:
Error messages
Users encounter an unexpected error or system failure.
Failed actions
A task or action does not complete successfully.
Broken workflows
Users start a process but cannot finish due to technical problems.
Unexpected results
The product behaves differently than the user expected.
Each of these moments provides valuable insight into where the experience breaks down.
How to capture it
Capture Feedback When Issues Occur
Instead of analyzing issues only through technical monitoring, teams can capture feedback when problems occur.
For example:
User encounters an error
→ Invite a quick conversation
→ Ask what they were trying to accomplish
→ Analyze patterns across responses
Because the issue just happened, users can clearly explain:
• what they were trying to do
• what they expected the product to do
• what confused or frustrated them
These insights help teams identify both technical bugs and usability problems.
What teams learn
What Teams Learn From Issue Feedback
When teams capture feedback at the moment issues occur, several patterns often emerge.
• users attempting workflows the product does not support
• confusing steps that lead to repeated errors
• missing instructions or guidance
• technical bugs that block important tasks
• product behavior that does not match user expectations
Understanding these patterns helps teams improve reliability and usability.
Questions to ask
Questions to Ask When Users Encounter Issues
When users experience an issue, simple questions can reveal the real problem behind the error.
Examples include:
• What were you trying to do just now?
• What did you expect to happen?
• What actually happened instead?
• What part of the experience felt confusing?
• What would have helped you complete the task?
These conversations help teams understand the real context of product issues.
How it works
Turn customer moments into insights. Capture feedback as the event happens.
These insights often become clear when teams talk to users at the moment these events occur, while the experience is still fresh.
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Research trigger
Use events from tools like PostHog, Mixpanel, Amplitude or GA.
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Quick voice conversation
The event invites the user to a short voice chat with an AI interviewer.
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Themes and insights
Interviews are transcribed, analyzed and summarized into themes.
Frequent questions
Frequently asked questions.
Why is it important to capture feedback when issues happen?
Capturing feedback immediately after an issue provides context about what the user was trying to do. This helps teams understand the real impact of technical problems and usability issues.
How do teams usually identify product issues?
Most teams rely on error monitoring tools, analytics, and support tickets. However, these tools do not always reveal the user’s goal or the full experience behind the issue.
What questions should you ask users after an error?
Useful questions focus on the task the user attempted, what they expected to happen, and what prevented them from completing the action.
How can feedback about issues be captured automatically?
Products can trigger feedback invitations when errors, failed actions, or unexpected behaviors occur. These conversations help teams understand the real context behind issues.
More moments
Other moments worth asking about.
Any product event can start a conversation. The research triggers page lists all ten.
Turn Support Moments Into Insights
Talk to customers when they contact support. Understand the deeper product issues behind support requests.
Learn What Users Were Trying to Do
Talk to users after key actions like searches, failed tasks, or abandoned flows. Understand the job they were trying to accomplish.
Understand Checkout or Purchase Abandonment
Talk to shoppers when they abandon checkout or a cart. Discover the friction that stops customers from completing a purchase.
Understand Why People Don’t Upgrade
Talk to users when a trial ends or a plan change happens. Learn what’s missing when customers decide not to upgrade.
Understand Why Users Stop Using a Feature
Talk to users when they stop using an important feature. Learn what they expected it to do and why it didn’t stick.
Improve Activation Rates
Interview new users who sign up but never get started. Learn what blocked them from taking the first meaningful step.
Fix Onboarding Drop-Off
Talk to users when they abandon onboarding or setup. Find out exactly where people get confused and why they stop.
Discover What New Users Expect
Interview users right after they sign up or create an account. Understand what they’re hoping to accomplish before they even start using your product.
Ask at the moment it happens. Hear why while it’s fresh.
Free to start. Your first trigger takes a few minutes to set up.