When support tickets mirror funnel gaps

A funnel cliff is more persuasive when the same week’s support inbox repeats the same confusion. Mapping ticket phrases to application steps turns two separate piles of evidence into one story.

Ask support leads for the top reasons people contact you about the application. Align each reason to a screen or transition. Where analytics show hesitation and tickets show confusion, you have a priority candidate.

Where tickets are loud but analytics look healthy, dig into segment differences. Power users may complete the path while newer accounts stall and phone for help—an average funnel can hide that split.

Bring both sources into the friction workshop. Teams move faster when the room hears the customer’s words next to the measured drop-off.

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