Customer research tools for product teams should shorten the gap between a question and a customer's answer. Moderators gives a product manager a link, an AI moderator that runs each interview by chat or voice and asks the follow-up questions, and findings with quotes ready to paste into a spec or a decision doc.
What actually changed before you cancelled?
It got expensive.
Expensive compared to what?
Our team shrank from nine people to four.
Quote from the interview
“I knew it was in there somewhere, so I gave up and asked a colleague.”
Most product managers believe in talking to customers and still do it less than they want to. Scheduling takes days, each call takes an hour, and the notes pile up unread. By the time the pattern is clear, the sprint has already started. The result is decisions made from three conversations and a gut feeling.
The moderator does the part that does not need you: asking the question, listening and probing. You write the question once. Customers answer when they have ten minutes, not when your calendar has a slot. You spend your time reading findings, not running calls.
These are the studies that fit a product cycle, and each maps to a page where you can go deeper.
Say you want to know why trial users stop after the first week. You write that goal and name the group, "people who started a trial and never came back". The moderator drafts a guide of questions and follow-ups, you approve it, and you send the link in a short email. Responses arrive over the next hours. You are not on a single call.
Every interview produces a transcript. Across interviews, Moderators groups what people said into themes and attaches the quotes behind each one, so a claim in your doc can point to a real sentence from a real customer. This is the difference between "customers find setup confusing" and a quote you can show the engineering lead.
Use chat for quick feedback and voice when you want stories. Both go through the same guide and the same findings. Read more about the two on the AI moderated interviews page.
Seats let a PM, a designer and a founder read the same findings. The Team plan has five seats and a custom-branded link, so participants see your name when they open the interview. For a wider view of how this compares to a platform approach, see user research platforms.
The Team plan costs $249 per month, or $124.50 per month billed annually. It includes 400 chat interviews and 300 voice minutes. At the monthly price, $249 divided by 400 chat interviews is about 62 cents per interview at the limit. The Starter plan at $99 per month covers 100 chat interviews for one seat, which is about 99 cents per interview at the limit.
Those figures describe the subscription, not the value of the findings. You still invite your own customers, and you still decide what to ask. The saving is in moderator time and calendar days. Unused limits do not carry over to the next period, so match the plan to how many interviews you will really run. The pricing page has all four plans.
It does not provide respondents. You invite participants with your link, so the studies work best when you can reach the people you want. It is built for conversation, not for recording screens or tracking clicks. If you need those, use the interview to learn what happened and why, and pair it with whatever you already measure.
Interview data belongs to you and is not used to train models. The security page explains access and retention in plain terms.
Pick the decision you are about to make on weak evidence. Write what you want to learn, send the link to the customers who know the answer and read the findings this week. Teams that run research as a habit can look at the broader use cases next.