About UpSight

Opportunity

Identified

The finding

Prioritize onboarding over new features.

67%

8 of 12 interviews
mentioned setup friction

3 supporting sources

Why it matters

Setup friction is delaying first wins.

“We wanted to get started, but couldn’t figure out the first step.”

Customer interview · View source

Sample interview excerpt: a customer describes difficulty completing initial setup. Figures and quote are fictional. Customers are struggling to reach their first successful outcome. Improving onboarding may deliver greater near-term value than adding functionality. The brief weighs multiple sources before recommending a measurable experiment.

Next move

Two-week onboarding sprint

Measure activation + time-to-value before adding features.

What UpSight does

UpSight connects conversations, feedback, and research to reveal what people need, uncover opportunities, and help your team decide what to do next—with the evidence to get everyone on board. You give UpSight the recordings, transcripts, notes, emails and survey responses you already have. It reads each one through lenses such as BANT, discovery, jobs-to-be-done and decision, links every finding to the moment it was said, and clusters what it finds into themes across people. You get cited findings, a profile for each person and account that grows with every conversation, follow-up drafts, and an MCP server so Claude or ChatGPT can query the same evidence.

What makes UpSight different

Every finding links to its source.

Click a finding and the recording opens at the second it was said, in video, audio or transcript. If the answer is not in the call, UpSight says so instead of guessing.

How customer call analysis works

Prices are published.

Free is $0. Pro is $29 a month for one user. Team is $39 per user a month with a two-seat minimum, and stakeholders view evidence free. Dovetail, for comparison, lists a Free plan and a custom-priced Enterprise plan with no per-seat price, as of 2026-09-25.

UpSight vs Dovetail, plan by plan

Your AI assistant can query the evidence.

The MCP server is on every plan: read-only on Free, read and write on Pro and Team. Claude, ChatGPT and other MCP clients connect with one OAuth sign-in.

What the MCP server does

Conversations and surveys share one evidence base.

What people say in interviews can be checked against what they report in a survey, and both land on the same person profile, which grows with every conversation.

Customer discovery with UpSight

It starts with the evidence you already have.

The first step is the customer evidence you already have, not a new research program. Import from audio and video files, transcript files, recorded calls, built-in surveys, Otter. Recording and transcription are unlimited on every plan, including Free.

What each plan includes

Who UpSight is for

The teams UpSight is built for, and the job each one hires it to do.

Founders and product leads at small B2B teamsTheir job: decide what to build from what customers actually said.

Consultants and fractional executivesTheir job: turn stakeholder interviews into a recommendation a client can challenge.

Revenue leaders at small teamsTheir job: walk into the next call knowing what this buyer cares about.

Teams with lapsed customersTheir job: find out why customers left and bring the right ones back.

Customer success and onboarding teamsTheir job: find the step that is actually losing customers.

Fundraising teams at nonprofitsTheir job: see what moves donors, not what the team assumes.

Event organizersTheir job: turn event recordings and feedback into sponsor-ready proof, so the best moments do not get lost.

Probably not for you if you need shared taxonomies and governance across a large research organization, or call coaching and rep scorecards for a big sales floor.

The team behind UpSight

Rick Moy

Founder & CEO

Multi-exit founder, CEO, CPO, and CMO with over two decades building and scaling B2B SaaS companies in cybersecurity, AI, and cloud networking.

As co-founder and CEO of NSS Labs, Rick created an entirely new market category by talking to hundreds of IT security professionals and discovering they were making million-dollar purchasing decisions with zero empirical data. That insight-driven approach to customer discovery has been the through-line of his career.

Rick has held executive roles at ESET, Accuknox, Acalvio, Tempered Networks, and Websense, and is currently building UpSight, an AI-powered customer intelligence platform to help teams get their customer. He is an active startup advisor and investor in the San Diego ecosystem, and a regular speaker on AI, product strategy and go-to-market.

As a Techstars mentor, Rick brings a founder's instinct for finding the real problem behind the stated problem — and helping teams build conviction through evidence, not assumptions.

UpSight on LinkedIn

Sourced figures on why startups fail and how many customer interviews are enough are on our customer discovery statistics page.

Help teams know their customers and serve them better.

Small team, real ownership, customers who care. We're hiring people who'd rather ship than deck.

Growth

Own the funnel from first touch to activation. You'll run experiments across content, community, and product-led channels to put UpSight in front of founders and consultants who talk to customers every week.

AI Engineer

Build the synthesis and traceability engine that makes every insight provable. You'll work across LLM pipelines, embedding search, and structured extraction — shipping AI that's useful, not just impressive.

UX Researcher

Practice what we preach. You'll run continuous discovery with our users, surface patterns, and translate evidence into product decisions — using UpSight itself as your primary tool.

Enterprise Sales

Take UpSight into mid-market and enterprise teams who are drowning in unstructured customer signal. Consultative, evidence-driven selling — no scripts, no spam.