Brainfish Blog

The Silent 96%: What Your Users Never Tell Support

January 17, 2025

Ever notice how users who actually complain are just the tip of the iceberg? For every person who reaches out to support, 25 others are quietly giving up, finding messy workarounds, or worse...deciding your product isn't worth the hassle. The real kicker is that these silent struggles leave traces like that shiny new feature everyone seemed excited about but mysteriously stopped using. Thing is, we've been so focused on deflecting support tickets that we're missing these quiet signals of users slowly drifting away.