Real examples of customer issues grouped into patterns to help you understand where friction is costing you retention.
"Our Salesforce sync just stopped working last Tuesday — contacts aren't pushing over and we have no idea why. Support told us to re-authenticate but that didn't fix anything."
"The Zapier connection drops randomly, like at least once a week. We've rebuilt the zap three times and it still just silently fails with no error message."
"We spent two weeks trying to get our team set up and honestly still don't fully understand the permissions model. The docs just say 'contact support' for half the stuff."
"The initial setup wizard looked simple but then it asked me to configure webhooks before I even understood what the product does. Felt like I was being thrown in the deep end."
"I submitted a ticket five days ago about a billing error — still just sitting there at 'open.' I've followed up twice. This is blocking our finance team from closing the books."
"The chat bot is completely useless for anything real and getting to an actual human takes like 45 minutes minimum. By the time someone replies I've already found a workaround or just given up."
"We can't filter the usage report by team — it's just one big dump. I have to export to Excel and manually split it every single week, which kind of defeats the point of having a dashboard."
"There's no way to schedule reports to go out automatically. My manager asks for a weekly summary and I have to manually run it and email it every Friday. That seems like a basic thing."
"We got charged for three extra seats that we never added — turns out inviting someone to view a file counted as a seat, which is buried in the fine print somewhere. Not cool."
"I downgraded our plan at the start of the month and still got billed at the old rate. The invoice doesn't show any proration or explanation, so now I'm disputing it with my credit card company."