Category clarity
How Sol Helps differs
from existing tools.
Most teams already have analytics, support systems, docs, and feedback loops. Those tools are valuable — but they tend to answer different questions.
This page helps you avoid category errors by clarifying what Sol Helps is designed to do (and what it’s not).
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Prevents category confusion
Clarifies the ‘job’ each tool is best at, so you don’t expect the wrong outcome from the wrong system.
Names the missing layer
Where signals exist — but don’t consolidate into a stable, shared view of user understanding.
Neutral framing
No “replace your stack” message. This is about fit, boundaries, and how tools complement each other.
The core distinction
Most tools track outcomes. Sol Helps targets understanding.
The gap isn’t data volume — it’s whether the team can form a stable, shared view of what users consistently misunderstand.
Outcome tools
Funnels, activation metrics, retention, conversions, feature usage, drop-off points.
Great for: what happened
Understanding tools
Real questions and uncertainty moments that reveal the user’s mental model — especially when they don’t file tickets.
Great for: what they thought was happening
The practical difference
Teams often know where users struggle (drop-off, time-on-step, repeat visits) but not why in a decision-ready form. Sol Helps focuses on making the “why” visible as a repeatable pattern.
Boundaries
What Sol Helps is (and isn’t)
This keeps expectations accurate — and prevents ‘we tried a chatbot’ misunderstandings.
It is
A system for consolidating user questions and confusion into stable themes — so teams can prioritise what to clarify and verify whether clarity improved.
It isn’t
Not a helpdesk replacement, not a generic chatbot, not a ticket deflection tool, and not a general analytics platform.
Not a helpdesk
Helpdesks are great for case handling and response workflows. They don’t reliably consolidate repeated misunderstanding into a product-level clarity backlog.
Not “AI for everything”
The goal isn’t to “automate answers.” The goal is to turn real user questions into decision-ready evidence.
Not implementation services
Sol Helps is about visibility and prioritisation. It helps you decide what to change — not replace your docs or product work.
Tool map
Where existing tools help — and where the gap remains
This is not ‘either/or.’ Most teams need several of these at once.
Product analytics
A quick “best for / misses” summary.
Best for
- Measuring outcomes (activation, retention, drop-off).
- Finding where users struggle in flows.
- Validating behaviour changes after shipping.
Misses
- The user’s mental model in their own words.
- Repeat confusion that doesn’t cause drop-off.
- Which explanation actually resolved uncertainty.
Support systems (tickets, chat ops)
A quick “best for / misses” summary.
Best for
- Handling cases and escalations.
- Response workflows, SLAs, ownership.
- Tagging known issues (when consistent).
Misses
- Silent hesitation (users who don’t contact support).
- Stable consolidation across inconsistent tagging/agents.
- Traceability from question → clarity change → impact.
Documentation & knowledge bases
A quick “best for / misses” summary.
Best for
- Providing canonical explanations and references.
- Enabling self-serve setup and troubleshooting.
- Reducing repeat questions when the right page is found.
Misses
- Knowing which pages actually resolve confusion.
- Finding new confusion patterns early.
- Quantifying drift and answer inconsistency over time.
Session replay / qualitative research
A quick “best for / misses” summary.
Best for
- Seeing confusion in context.
- Identifying UX friction and misclicks.
- Deep investigation of specific flows.
Misses
- Scaling interpretation into shared themes.
- Making the pattern persist across weeks/months.
- Connecting confusion to specific knowledge gaps across surfaces.
What Sol Helps adds (as a layer)
A lightweight way to make recurring confusion visible, consolidated, and trackable — using the words users actually use — so you can prioritise clarity work and verify whether it improved comprehension.
Non-fit
When you probably don’t need Sol Helps
A quick list to keep decisions honest.
Clear non-fit cases
- Your primary issues are reliability/engineering defects (crashes, outages, latency).
- You only want ticket deflection or a helpdesk AI agent.
- Your problem is mostly acquisition (traffic/positioning/pricing).
- You can’t collect or process user questions/conversations due to policy constraints.
Boundary cases
If you’re missing basic documentation or your product’s conceptual model is still unstable, you may want to stabilise fundamentals first — then use Sol Helps to find the recurring gaps and measure clarity improvements.
This page stays neutral by design: it clarifies categories and fit — without turning into a feature list.