Onboardi: 10 years in support taught me that user questions are your best product roadmap

The most valuable product data I've ever seen didn't come from analytics, A/B tests, or user interviews.

It came from the questions people typed into a support chat.

10 years ago I worked as a support agent at an early-stage crypto startup. The most frustrating part of my job was answering the same questions hundreds of times. "How do I check my transaction status?", "Where do I see my balance?".

Over and over, every single day.

But here's what I didn't appreciate back then: those repetitive questions were the clearest signal we had. One question kept coming up - users couldn't find their transaction history after making a purchase. It wasn't buried or hidden. It was right there in the sidebar. But people kept asking because the label said "Activity" and nobody connected that to "transactions."

Product renamed the tab. Support tickets on that topic dropped to near zero within a week.

That's when it clicked for me: what users ask tells you exactly where your product breaks - in their own words, with zero interpretation needed.

I eventually moved into development. As a frontend dev, I saw the same pattern from the other side. Feedback from support would reach us indirectly, filtered through PMs and Jira tickets. We'd redesign flows multiple times until the tickets went quiet. The signal was always the same — just slower and noisier.

Fast forward to now. I got into RAG, vector databases, LLMs — and realized I could build the tool I wished existed back then. At my day job we'd built an internal RAG agent for internal onboarding and it worked surprisingly well. And I thought: why not make this for founders who don't have a support team at all?

So I built Onboardi. You give it your URL, it crawls your site and builds a knowledge base, and your users get an AI assistant that answers their questions automatically. But the real value isn't the answers — it's seeing every question that your knowledge base couldn't handle. Those are the exact spots where your product is losing people.

I'm running a beta right now — free, takes 2 minutes to set up: https://onboardi.ai

What's the one user question that changed how you built your product?