See the questions users never turn into tickets, requests or feedback.
Sol Helps provides Customer Confusion Insights — capturing the moment a user’s understanding breaks, before success, workarounds, or explanations make it disappear.
Over time, this becomes a durable map of where your product is misunderstood; and what that misunderstanding looks like in users’ own words.
Not answers. Not analytics. The moment interpretation goes wrong.
Sol Helps achieves this via a lightweight in-product assistant, trained on your documentation, that helps users in the moment while preserving the questions teams rarely get to see.
A clarity brief you can actually reason from
A single qualitative view of how users interpret your product — built from real questions, not assumptions.
- No tagging.
- No heavy setup.
- No forcing confusion into rigid categories.
Prefer details first? How it works · CCI defined · View demo clarity brief · When Sol Helps is relevant.
The problem most teams miss
Success can hide the real problem. When teams mistake adaptation for clarity, they lock in assumptions that only held because users worked around the product.
As products scale, those early misunderstandings don’t disappear — they get baked into onboarding, documentation, and decisions that are expensive to unwind later.
- Success caused by workarounds (not understanding)
- Confusion that disappears before it becomes feedback
- Repeated hesitation in the same places
- Interpretation gaps hidden behind completion
Confusion often disappears before it becomes feedback; because users adapt. Sol Helps preserves the raw questions before success hides the signal.
Diagnose common product breakdowns
Problem pages are short diagnostic briefs: what’s happening, why teams misdiagnose it, and what signal to look for in real user questions.
How Customer Confusion Insights are captured
The goal isn’t “ChatGPT in your product.” It’s preserving user confusion long enough for patterns to emerge; before conclusions harden.
Typical setup takes ~10 minutes with existing docs. First meaningful patterns often appear within days.
Start with 10–20 high-signal pages: setup, onboarding, permissions, pricing, trust.
The goal isn’t completeness — it’s surfacing the first misunderstandings you didn’t know existed, then expanding coverage once you understand what users actually ask.
- You already have docs, onboarding pages, or a help centre
- Users ask recurring questions about setup, permissions, edge cases, pricing, or trust
- You want understanding signals — not just transcripts or metrics
- A helpdesk (routing, SLAs, inbox workflows)
- A full analytics platform (event schemas, funnels, experimentation)
- Product instrumentation for “what happened”
Sol Helps focuses on why users interpret things the way they do.
Where Sol Helps fits in your stack
Sol Helps is the Customer Confusion Insights layer — capturing how users interpret your product at the moment they ask for help.
Sol Helps is additive by design. It does not replace your support stack or analytics.
Those tools operate after understanding has already shifted.
Sol Helps fills the gap before that happens.
The value is not efficiency or automation. It’s access to user understanding no other system reliably preserves.
- Onboarding and setup misunderstandings that resolve before they become tickets
- Edge cases, prerequisites, and integration assumptions users work around quietly
- Trust and pricing interpretation gaps hidden behind successful conversions
- Documentation quality feedback without running surveys or retrospectives
See where users get stuck.
Start small, learn fast, and build a shared view of the gaps your team is currently guessing about.
Want deeper detail first? How it works · Trust & security