Inside Wahi’s customer-led product loop
Wahi turns support tickets, broker calls, and app reviews into decision-grade evidence—so product, CX and UX ship the right improvements faster.
“NEXT made us faster and more precise. We don’t just ‘listen’—we prioritize with evidence and ship what actually moves the experience.”
– Yasha Sekhavat, Chief Product Officer
Results at a glance
Weeks → minutes
Feedback synthesis shifts from manual cycles to on-demand answers with evidence.Fewer mis-bets
Product decisions are grounded in quantified drivers and real customer language.Clearer positioning
Customer voice continuously validates (or challenges) value propositions and messaging.Tighter product–support loop
Repeated ticket themes translate into fix-first priorities, not recurring firefighting.
Inside Wahi's rollout
Wahi built an always-on customer intelligence layer that:
Unifies support tickets, broker call transcripts/notes, and app reviews into one view
Understands drivers behind friction, trust, and conversion (ranked themes, counts, verbatims)
Activates outputs directly into product planning, backlog grooming, and CX playbooks
Connected sources:
Support tickets
Zoom calls between brokers and buyers/sellers (transcripts/notes)
App store reviews
Key teams served:
Product, Customer Experience, User Research, Support, and leadership stakeholders
Signature workflows
1) Deep dives into experience drivers (what to fix, improve, or build next)
Goal: Turn scattered qualitative feedback into a prioritized, decision-ready view of what’s impacting customer experience and trust.
How it runs: Wahi teams ask questions like:
“What are the top drivers of friction in the buyer journey this month?”
“Where are sellers losing confidence—and why?”
“What issues are most tied to drop-offs after broker calls?”
NEXT returns a structured answer with ranked themes, quantified volume, and representative customer quotes—so the team can act with confidence.
Outcome: A backlog and that reflects real customer reality, not guesswork—and faster alignment across stakeholders.
2) Hypothesis validation (reduce mis-bets before committing)
Goal: Pressure-test product and CX bets before investing roadmap time.
How it runs: Teams use the Validate hypothesis mode to test ideas like:
“Is onboarding friction coming from UX confusion or missing broker guidance?”
“Is this feature request broad demand—or a loud edge case?”
“Are reviews pointing to trust issues or performance issues?”
NEXT surfaces supporting and contradicting evidence with counts and verbatims, so decisions are grounded and explainable.
Outcome: Fewer wrong turns, less rework, and more confidence in what gets shipped.
3) Positioning and value proposition validation (keep messaging anchored in customer truth)
Goal: Ensure the value proposition and market positioning matches what customers actually value—and what they struggle with.
How it runs: Marketing and product leaders query the data to extract:
the language customers use to describe value,
the elements of our value proposition resonates most with buyers/sellers
the objections that slow adoption, and
the differentiators that matter in real conversations.
Outputs translate directly into messaging, landing pages, and sales enablement—grounded in real customer language, not internal assumptions.
Outcome: Sharper positioning, clearer narratives, and campaigns that resonate because they reflect what customers already say.
Why NEXT AI (and why not just ChatGPT)
Wahi needed a system that continuously prepares their customer data so answers are reliable—a generic Q&A assistant wasn't enough to meet their workflow needs.
NEXT AI:
ingests and organizes feedback continuously across tickets, calls, and reviews, so insights aren’t dependent on manual compilation;
builds evidence coverage by clustering themes and quantifying drivers with counts + verbatims;
produces purpose-built outputs via modes (deep dives, hypothesis validation, comparisons, etc) so teams get consistent, repeatable results;
keeps product and CX aligned with a shared, decision-grade view of customer truth.
Leadership lessons from Wahi
Everyone moves faster when evidence is shared: when the “why” is clear, alignment is faster and execution accelerates.
Qual + quant beats opinion: counts + verbatims turn debate into decisions.
Support is product discovery at scale: the fastest roadmap wins start with what customers repeatedly struggle with.
Messaging should be audited continuously: positioning stays strong when it’s refreshed from real conversations, not assumptions.
“The win is compounding velocity across all teams. When evidence is instant, we make better decisions faster—with a materially higher success rate.”
– Yasha Sekhavat, Chief Product Officer