Product Areas
A heatmap of which part of the product generates which kind of question.
Shown in Companion Dashboard only - this view isn't currently available on the org-wide Dashboard.
Where the friction is is a grid: product areas down the side, kinds of question across the top. Each cell is the number of conversations that touched that area with that kind of question, and the darker the cell, the more conversations.
Reading it
- Across a row: what people want from one feature. A row that's dark under How do I / fix is a feature people struggle to operate. A row dark under Wish it had is one they want extended.
- Down a column: which features generate one kind of question. A dark Setup column concentrated on two features tells you exactly which parts of installation to rewrite.
- The Total column: overall conversation volume for that area, so you can tell a small-but-intense problem from a large one.
Click any cell to open the conversations behind it - filtered to that area and that question type, not the whole area.
Where the areas come from
The list of product areas isn't configured anywhere and isn't taken from your uploaded documents. It's built from what customers actually talk about: each conversation is tagged with the part of the product it concerns, and those tags are merged the same way findings are, so "auto defrost", "auto-defrost" and "the automatic defrost setting" become one area.
This means the taxonomy reflects your customers' vocabulary rather than your internal naming - and it covers things your documentation never mentioned, which is usually where the interesting gaps are.
Early on, with only a handful of analysed conversations, area names can shift as the clustering settles. This stabilises quickly as volume grows.
Last updated on