Column · support as research
The vocabulary of confusion. Not the vocabulary of the market — the vocabulary of someone who has already arrived and cannot proceed, which is more specific and more valuable.
Because it arrives as interruption rather than data. There is no format, no sample size and no significance test, so it is treated as noise.
Tag each message by the step it concerns. After twenty messages, the distribution shows which part of the product is genuinely unclear, and that part is usually not the one you suspected.
Each fix removes a category of message. Support volume falls without any change in marketing, which is the cheapest growth available.
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