Understanding customers needs
Hi 👋
What tools do you use to research and understand customers' needs and requests? My company uses Zendesk to gather issues but I need something different. I get you probably receive customers' requests and issues via some support ticket systems like us, but how do you extract what matters from it?
From my experience the sheer number of support tickets makes it very hard to filter out what matters. Happened many times that we've been chasing some trivial issues raised by noisy users just to miss the critical problem boiling under the surface.
I'm looking for something that will help me find what matters and use it to craft decent product requirements from it.
What would be your recommendation? Do you do it manually? Are there some good tools to try? How do you tackle this?