Know what to build from every customer conversation

Turn customer conversations into clear product opportunities, backed by the original context and evidence.

Join as a design partner Check your context gap

Customer conversation

Intercom

“We have to export everything to Excel and import it again. We’re rolling this out to 40 branches next month and I don’t think this will scale.”

Product problem

7 accounts

Product decision

Bulk operations / workflow scaling

14 customer excerpts · 7 accounts

Works with

The handoff

The words survived. The context didn't.

A customer explains a problem to Support. What eventually reaches Product is a one-line feature request. Same request. Very different information.

Intercom
Acme Retail · Enterprise · renewal in 74 days
“This is fine for one location, but it completely breaks once we try to run it at 40 branches. We're rolling that out next month. For now we export everything to Excel, fix it, and re-import. It's the only path that works. We're renewing this quarter and this is the blocker.”
Maya in Support walked them through the Excel workaround so they could ship this week. Conversation closed.
- Problem
- Urgency
- Workaround
- Account
Slack
#product · Maya (Support) → Product
Acme wants bulk editing. They're a bit blocked. Can someone pick this up?
Two thumbs-up. No link back to the conversation.
- Problem
- Urgency
- Workaround
- Account
Jira
PROD-1842 · Story · Medium
Add bulk editing
Description: Requested by CS.
- Problem
- Urgency
- Workaround
- Account

Urgency. Workaround. Scale. Commercial context. Gone.

Evident keeps them attached.

What does Product actually get.

Connect the conversations you already have. Evident finds recurring problems with the context attached, then brings the evidence to Product in a weekly brief and in Jira or Linear.

Problem → evidence
See the original conversations behind every problem.
Evidence
From Intercom
We can't roll this out to all locations like this.
We can't roll this out to all locations like this.
Intercom
Support: Any update on the checkout timeouts? Customer: Still seeing failures on peak hours. We can't roll this out to all locations like this. Support: I'll escalate with the exact times.
2 months ago
Payment confirmation hangs for almost a minute before failing.
Payment confirmation hangs for almost a minute before failing.
Intercom
Customer: Payment confirmation hangs for almost a minute before failing. Happened three times yesterday for our franchise team.
2 months ago
Export to Excel is the only way this works today.
Export to Excel is the only way this works today.
Intercom
Customer: Bulk assign still times out above 200 rows. Export to Excel is the only way this works today.
2 months ago
Why are we building this?
Evidence linked directly on the Jira or Linear ticket.
Jira
PROD-1842
Bulk workflow issues
3 accounts
Linked evidence
Weekly Product Brief
The customer problems gaining momentum this week.
Acme
Channels
growth
support
eng
finance
# growth
11 members
Alex6:58 AM
Can you drop this week's brief in here?
EvidentAPP7:00 AM
Weekly brief · Aug 10
What deserves your attention this week.
3themes
What deserves your attention this weekAug 10, 2026
Open briefView evidence
Message #growth

Context gap

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Your workflow preserves

Feature request
Account
Product area

Often missing

Original problem
Urgency
Workaround
Exact customer words

Know what to build from every customer conversation

Bulk operations / workflow scaling

The words survived. The context didn't.

What does Product actually get.

See the original conversations behind every problem.

Evidence linked directly on the Jira or Linear ticket.

The customer problems gaining momentum this week.

How much customer context are you losing before it reaches Product?

Bulk operations / workflow scaling