NPS surveys tell you what people think. Support tickets tell you what people experience. BASETRACKS surfaces the feature complaints, workflow blockers, and pain points that predict churn — so you can prioritize what actually matters.
Book a Retention Intelligence AuditThree enterprise accounts churned last quarter. Post-mortems revealed they'd all complained about the same reporting workflow — for months. But those tickets went to Support, not Product.
Your backlog is full. Sales wants features for new deals. CS wants fixes for existing customers. Everyone has an opinion. But you don't have data on which issues actually impact retention.
A CSM escalates a customer complaint. Is this one unhappy user, or the tip of an iceberg? You can't tell without manually digging through support data.
Leadership wants to know how product improvements impact churn. But you can't connect specific features or fixes to retention outcomes. The feedback loop is broken.
BASETRACKS analyzes support data to surface the product issues that drive churn — so you can prioritize with confidence.
Feature complaints, workflow blockers, and pain points — clustered across your entire customer base, not one-off escalations.
Know which issues are driving churn — with the revenue at risk quantified. Make roadmap decisions with financial clarity.
See friction patterns emerging in support data before they become widespread complaints — or churn events.
Track whether product changes actually reduce support friction and improve retention. Measure impact, not just output.
30 minutes to discuss how support data can inform your product roadmap.
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