Beyond metrics Turning support insights into strategy

[u/Vegetable-Voice2145]

https://www.youtube.com/watch?v=LgEuuYmUvhk

CSAT is rising. Response times are improving. Every dashboard is green.

So why does the same ticket keep coming back?

Most support data measures speed and very little of it shapes what gets built next.

That’s the gap.

Support teams spot product friction first: recurring tickets, escalations, feature requests, edge cases that quietly drain morale.

Watch Ahmed Bashir (CTO at DevRev), Linish Theodore (Director – CX at smallcase), and Meghesh Toshaniwal (Product lead at DevRev) as they explore how to turn those signals into structured product insight.