From Support to Strategy: How Isara Turns Customer Conversations into Product Roadmap Gold

Every day, customer support teams field thousands of messages filled with feedback, frustrations, suggestions, and ideas. Yet most of this valuable information stays locked inside siloed tickets or chat logs — unseen by product teams and lost before it can inspire change.

Isara now closes that gap.

Using large language models and real-time message analysis, Isara can now detect recurring customer pain points, feature suggestions, and unmet needs — and automatically generate actionable product development ideas. These insights don’t come from surveys or structured forms. They come from the actual words your customers are saying — in live support conversations.

It’s a step-change in how customer feedback is captured and leveraged. No more relying on agents to manually flag recurring themes, or waiting for trends to become obvious. Isara analyzes streaming text data as it comes in, looking for signals across every conversation: when a customer requests something that doesn’t exist, when frustration emerges around a missing capability, or when multiple users describe the same workaround.

These signals are grouped and contextualized into product recommendations. Each suggestion is linked directly to the underlying conversations — so support leaders and product managers alike can review the raw data and decide what to prioritize. It’s a collaborative bridge between frontline operations and product strategy.

In early tests, this capability has already helped teams identify gaps in mobile UX, missing integrations, and even discover entirely new use cases their users were solving with hacks. Instead of reactive fixes, support teams are now playing a key role in shaping the roadmap — all by doing what they already do best: listening to users.

By embedding product discovery into the support workflow, Isara turns your helpdesk into a source of innovation. And for support leaders, it’s a new way to drive strategic value — using the data you already have.