Six weeks of Support Funnel App Analytics as close reading. You leave with a named Atlas, one newly honest event, and a brief your leadership table can actually argue with.
Where your current “funnel” actually begins. Most desks discover it starts at ticket create. We redraw the first two upstream edges even if you cannot instrument them yet.
Print or sketch the in-app help taxonomy. Mark every article that ends in contact. Count zero-result searches if you have them; write “unknown” if you do not.
Join product events to desk records without forcing a pretty chart. Spreadsheet templates are provided; they assume a mainstream help or ticketing export.
Name the loop. Distinguish “bot ended” from “intent resolved”. Repeat contacts on the same intent after a bot close are treated as a failed edge, not a new funnel.
Human stages with entry criteria. Escalation reason codes. Closure that can be matched to a product event — or explicitly cannot.
Three claims, evidence, and one instrumentation gap you will not invent. Graded by faculty on Signal Bench; commented twice on Field Notes.
Draw a six-edge Support Funnel Atlas for your own app, including empty boxes.
Rewrite at least one event name so it stops celebrating a dead end.
Separate article-open metrics from status-seen or deep-link metrics.
Write a one-page brief that a VP can disagree with on the evidence, not the adjectives.
Explain, in plain language, why CSAT moved after a help-center launch without blaming agents first.
List the vendor or political blockers that still hide upstream search.
Araya built support analytics desks for two Bangkok product companies before founding Identity Nodecore’s Pathum Thani studio. She still grades Signal Bench notebooks herself. Her bias is toward written artefacts over live performance; if you only shine on camera, she will say so in the margin.
Field Notes (self-paced recordings, workbook, two written reviews): THB 18,500. Signal Bench (live six-week cohort, office hours, graded brief): THB 41,000. Reading Room archive access alone is THB 4,900 and does not include faculty comments. House Desk institutional work is quoted by letter. Nothing on this page is a checkout; write to the studio to reserve a seat. See tuition and the refund notice.
No. The Method is vendor-agnostic. The limitation is real: Module 3 templates are built around common CSV exports (article views, ticket fields, bot transcripts). If your stack cannot export, you will spend extra time shaping a dump, and some edges will stay marked “unknown”. We do not pretend otherwise, and we do not ship connectors.
No. You receive a letter confirming you completed Field Notes or Signal Bench and, on the Bench, the faculty score on your brief. We will not badge you in a platform.
English. Examples often include Thai/English bilingual help centers because that is the Pathum Thani studio’s ordinary world. You may submit notebooks in English.
Plan for four to six hours on Signal Bench, including the live sitting. Field Notes stretch if you only have late evenings; the two review windows still expire ninety days after access starts.
Module 2’s paper help tree was unfashionable and exactly right. We found eleven “contact us” dead ends before touching Looker. I still think Module 3’s spreadsheet is fussy if you live in notebooks instead of Excel.
Alumni board · 4/5
Araya’s comments on my leadership brief cut the adjectives and left the missing search export on page one. That brief is what we took to our CTO. The live Wednesday slot is early for Manila; recordings saved the seat.