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Users Don't Ask for Help. They Just Leave.

When users get stuck, 89% will struggle silently rather than contact support. We catch them before they give up.

The Scenario

Lisa is trying to connect her Stripe account to your billing platform. The docs say "Enter your API key."

She goes to Stripe. Finds the API keys page. Sees:

  • Publishable key
  • Secret key
  • Restricted key
  • Test mode keys
  • Live mode keys

Which one do I use?

She tries the publishable key. Error. Tries the secret key. Another error. Opens Google. Can't find current answers.

Thinks: "This is too complicated. Maybe I'll try [Competitor] instead."

Why This Happens

The "I'll Figure It Out Myself" Mentality

Most users won't ask for help because:

  • They assume it's "supposed to be easy" (feel dumb for not knowing)
  • Don't want to wait for support response
  • Think they can Google it faster
  • Trying to appear competent to their team

The Data

  • 📊 89% of users will struggle silently before asking
  • 📊 Users give products 3-5 minutes before abandoning
  • 📊 60-75% of "stuck moments" result in permanent abandonment

How We Solve It

We see when users are stuck and intervene BEFORE they give up.

✅ Moment 1: User enters "stuck state"

Lisa is on the Stripe API key field. Our Visual AI detects:

  • Cursor hovering over input field for 12 seconds (no typing)
  • Switched tabs 3 times (looking for answer elsewhere)
  • Clicked documentation link twice
  • This is confusion, not exploration

✅ Moment 2: Agent intervenes

🤔 Need help finding your Stripe API key?

Here's exactly which one to use:

1. Go to Stripe → Developers → API keys

2. Copy the "Secret key" (starts with sk_live_)

3. Paste it here

⚠️ Important: Use LIVE key, not TEST key

[Show me in Stripe] [I got it]

✅ Moment 3: Success

Lisa copies the correct key. Pastes it. Connection succeeds.

She didn't have to: contact support, Google for answers, watch tutorials, or read documentation.

Real Results

AnalyticsPro (Data analytics platform)

Before Essora

  • 34% abandonment during setup
  • 45 min average setup time (with multiple tickets)
  • Support overwhelmed

After Essora

  • 12% abandonment (65% reduction)
  • 8 minutes average setup (no tickets)
  • 71% drop in setup-related tickets

Catch Users Before They Give Up

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