Onboarding is confusing
42 items from 2 sources: Intercom 30, CSV 12. First seen 5 weeks ago, latest 2 days ago.
New users cannot tell what to do first Intercom +11, and the empty first-run screen is the most cited single point of friction Intercom +8. A second group describes the same problem from the import side: setup does not make it clear that feedback has to be brought in before anything appears CSV +6. Several accounts abandoned setup entirely Intercom +4.
Why these items are one theme: all 42 describe not knowing the first action after sign-up, across both sources and both segments. Items about pricing confusion during sign-up were left out and sit under "Confusing billing and invoices" instead.
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"I signed up and just stared at an empty dashboard. No idea what to do first, or where my data was supposed to come from."
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"Took me three tries to understand I had to import feedback before anything would show up."
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"My team gave up during setup because the first-run screen was blank with no guidance."
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"Where do I even start? The empty state should just tell me to connect Intercom or upload a CSV."