Categories
Best Practices

Give Engineering Teams the Data to Detect and Fix Bugs Faster

Engineering is charged with so much more than just delivering high-quality products. From prioritizing and resolving product issues and managing new release roadmaps to planning with product teams and ensuring quality assurance (QA) testing, engineering leaders need to balance resources and priorities against shifting strategies and increasingly diverse and demanding users.

The key to engineering’s success, however, resides within user feedback. A single source of truth for global user feedback, provided by unitQ Monitor’s AI-enabled platform, gives engineering leaders the insights to make smarter, data-driven decisions on new product direction, existing product improvements, issue prioritization and resolution, QA focus, and more. 

Overcoming Common Engineering Pain Points

You have a lot on your plate as an engineering decision maker. For live products, there’s a constant onslaught of incoming user feedback and bug reports. But that data is full of noise and lacks critical details, so it’s a challenge to identify, prioritize, and fix the high-impact bugs while considering your limited engineering bandwidth. Those limited resources must also be allocated to new product development and working with product teams to architect roadmaps and build product strategies that boost engagement and overcome competitive threats. It’s a lot to juggle. 

Most engineering teams have deployed one or more monitoring tools, such as Datadog, PagerDuty, or Bugsnag. These tools do surface product quality issues but they also miss user feedback hidden within reviews and comments across social media channels and app stores. Add to that the incoming data from customer support tools like Zendesk, Helpshift, or Solvvy, and response and ticketing tools like Slack, Jira, and PagerDuty, and it’s no wonder engineering continues to rely more on gut and less on data. Worse yet, much of the incoming user feedback data lacks detailed product, version, or device information to reproduce, triage, or prioritize incoming issues. These data gaps add even more time to an already slow process.

QA teams, on the front lines of the release process, serve as a safety mechanism to catch issues before they make it into production. Of course, it’s an impossible task given the myriad devices, integrations, languages, versions, and other potentially known and unknown variables across users, geographies, and brand ecosystems. So QA must prepare to quickly capture user feedback, detect issues, and fix bugs post-release. But many QA teams, just like their engineering counterparts, also make these critical decisions based on anecdotes or limited user and device information.

To help engineering, you need insights from a wide and diverse array of existing user feedback channels. To save time, you need intelligence to automatically gather and categorize user feedback. And, to drive better decisions, you need data-driven insights to identify issues, enhance prioritizations, and build better product strategies. You can do all of that and more with unitQ Monitor.

Definitive User Feedback and Product Quality Signals from unitQ Monitor

unitQ Monitor gathers user feedback from across the web and your internal engineering, support, and QA tools and brings it together in a single view. From Zendesk to Reddit, the Apple App Store to Zoho, unitQ aggregates app store reviews, social media posts, and ticketing data to create a one-stop shop for user feedback and product quality insights. unitQ Monitor then translates that feedback from over 70 languages, automatically categorizes it, and evaluates the user’s sentiment so you can quickly and confidently analyze issues, trends, and more to act decisively on product health and quality. 

For engineering, unitQ Monitor turns disparate user feedback into data-driven insights to improve product quality, enhance resource utilization, and craft winning product roadmaps. Our AI-driven platform consolidates user feedback into an accessible central repository, automatically adds meaningful and granular categorizations, and visualizes product, user, device, and other critical trends over time. Having those user feedback insights at your fingertips allows you to:

  • Rely on a single source of truth to prioritize the right fixes and make the right decisions.
  • Move away from anecdotal information to detect urgent issues with more confidence and fix the most impactful issues faster.
  • Get early warnings and timely notifications to act quickly before quality issues become widespread.
  • Uncover root causes and get definitive data for investigating, reproducing, and fixing critical issues.
  • Incorporate user feedback into data-backed product decisions. 

StyleSeat, an online booking and payment platform, uses unitQ to elevate engineering above the weeds of bug fixing and into a more strategic, product-forward viewpoint. With accurate user feedback data at their fingertips, unitQ Monitor enables the company’s engineering team to easily measure progress on product quality with real-time user feedback and analysis.

“We realized that unitQ can turn our existing user base into an extended quality team,” said Greg Burch, VP of Engineering at StyleSeat. “Before unitQ, our product improvement prioritization started with a long meeting and many opinions. Now, we look at unitQ Monitor and immediately start doing what we’re good at: building a great product.”

unitQ Monitor Turns User Feedback into Engineering Value

User comments only tell a portion of the story. To be truly useful to engineering, unitQ Monitor pairs user feedback with device, platform, version, and other metadata. That gives you the power to directly search and analyze raw user feedback data from across channels without noise or the aggregations and rollups that can filter out important nuances. With integrations to Slack, PagerDuty, and dozens of other popular engineering tools, unitQ Monitor also alerts you to new issues so you can act before they become widespread. 

With user feedback data in a single view and AI-augmented with critical product, quality, and issue data, unitQ Monitor gives engineering the data to speed and improve triage efforts, monitor product health, and stay in front of emerging issues, all by providing fast, easy access to accurate user feedback data you can trust.

To see unitQ Monitor in action, schedule a live demo today.

Categories
Best Practices

How Support Teams Leverage the Power of User Feedback and unitQ Monitor

No matter what name your team goes by—customer support, user operations, customer success, product support, voice of the customer—you’re responsible for quickly resolving issues, feeding insights to engineering and product teams, and spotting market, feature, and other trends. That’s a challenge because incoming tickets span languages and systems, users often fail to include relevant information, and meaningful analysis requires time-consuming manual effort. But with a single source of truth for global user feedback insights—like unitQ Monitor’s AI-enabled platform—support can quickly make data-driven decisions while turning user feedback into a competitive advantage. 

Where Support Feels the Pain

Growth is usually a great thing for businesses. But highly manual efforts, like customer support, tend to be challenging to scale along with the business. Most modern support teams already use customer support tools like Zendesk, Helpshift, or Solvvy to streamline and automate the ticketing and initial user engagement processes. You’re also likely using Slack, Jira, PagerDuty, and other internal tools to respond to and resolve issues with engineering.

As your business scales, support generally has to scale 1:1 along with the user base. That’s because user feedback comes in from dozens of channels, which takes time to gather and analyze. Swelling rivers of user feedback force you to aggregate issues and focus on the biggest impact issues while an undercurrent of smaller issues go unnoticed and ignored. Growth into global markets invites user feedback submitted in different languages, from users on new and different devices and software versions. And user feedback can omit key details that prevent proper categorization and triaging, preventing engineering from reproducing issues. 

You’re probably already feeling the pain of many of these challenges. But that’s just within the support team. As you work to guide engineering and product, too much data and too few insights can lead to generalities, estimates, and anecdotes. Miscategorized issues or generic tags only serve to undermine conclusions, sap your confidence in results, and erode the trust you’re trying to build with engineering. Manual tagging may seem like an option, but it’s time consuming and it pulls support teams away from their jobs of actually supporting users and informing internal teams.

What support needs is a way to take user feedback from existing user feedback channels, intelligently and automatically categorize it, and provide the data-driven insights to streamline support processes and inform upstream development teams as they work to improve and advance your products. You can do all of that and more with unitQ Monitor.

Accurate, Comprehensive User Feedback Insights

unitQ Monitor gathers user feedback from across the web and within your existing tools and brings it together in a single view. From Zendesk to Reddit, the Apple App Store to Zoho, unitQ aggregates app store reviews, social media posts, and ticketing data to create a one-stop shop for user feedback and product quality insights. unitQ Monitor then translates that feedback from over 100 languages, automatically categorizes it, and evaluates the user’s sentiment so you can quickly and confidently analyze issues, trends, and more to gauge product health and quality. Combined, it lets you efficiently scale support while resolving more issues and enabling smarter product decisions.

With user feedback data in a single view and augmented with critical product, quality, and issue data, unitQ Monitor gives the support team the data-driven insights to spot, triage, and resolve issues in less time and with less effort. It also gives you the confidence to act quickly knowing you have a complete view of all user feedback and the data to reinforce your decisions. Even for unstructured comments and social media posts, unitQ turns qualitative phrases and statements into usable, structured data to further inform your decisions. 

Beyond support, unitQ becomes a dashboard for your entire business to track and monitor product quality and health based on user feedback. Searching becomes more powerful and reliable because categorizations and tags are consistent and user feedback is translated to a single language. Capturing additional metadata ensures support and engineering have the device, operating system, region, software version, and other details necessary to make confident decisions. And powerful filters and analysis tools enable granular insights to be shared across the company. 

unitQ Is the Secret Sauce for Support

Support is a critical component of every product-driven business. If you fail to keep users happy, you simply fail. unitQ Monitor moves you beyond anecdotes for faster action based on reliable, comprehensive user feedback. It puts product, quality, and user insights at your fingertips for easy analysis and better decisions. And it gives you the confidence to act on real-time product heath and user feedback issues before they impede your growth. 

If you haven’t seen unitQ in action, schedule a live demo today.

Categories
Industry

FinovateFall Recap

After a year of virtual conferences, remote work, and zoom happy hours, I was very excited about the return of in-person events. unitQ was honored to sponsor and attend FinovateFall 2021, one of the largest finance conferences in the industry. It was great to connect face to face with the fintech community, educate the importance of product quality, and showcase how we are helping category-leading companies drive growth and retention by identifying and fixing the right quality issues faster and smarter. 

If you were at the show, I hope you had the opportunity to watch some amazing live product demos from seed-stage startups to established leaders, attend thought leadership sessions, and network with fellow attendees and exhibitors. 

Look at all the amazing logos below – from sponsors to exhibitors to demo participants. It was a great turnout with 1,500+ attendees, 75+ demoers, and 130+ speakers.

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Team unitQ (Alix, Greg, and Chethan) was looking sharp at our amazing booth. Did they tell you why fintechs like Chime, DailyPay, and Truebill are using unitQ to boost their product quality and growth?

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One of the most exciting parts of FinovateFall is the live demo competition. Anthony Heckman, Head of Business Development, on the main stage seen below, presented our mission-critical product quality platform that empowers fintechs and banks to take a data-driven approach to product quality.

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We had an opportunity to participate in a thought leadership panel with 4 other fintech influencers discussing how new tech can help fintechs and banks drive digital transformation, boost product quality, and improve customer experience.

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Here were some cool swag we offered at the event. If you missed getting a unitQ mask or water bottle, reach out here

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Couldn’t attend FinovateFall this year to see our demo? We got you covered, book a personalized demo with our team here

Categories
Product

How to Drive Product Quality with unitQ Monitor

Product quality is essential whether you’re part of a global enterprise or a growing startup. The most important business metrics – user retention, brand equity, engagement, and revenue – are all driven by the quality of your products and the experiences you deliver for your users. 

unitQ’s leading product quality monitoring platform empowers you to take a data-driven approach to product quality. Its AI analyzes user feedback across all your private and public channels in over 100 languages. It removes the noise and provides actionable insights so you can fix the right Quality Issues faster. 

  • Boost product quality by 20% in just 30 days 
  • Replace anecdotal behaviors with actionable signals
  • Cut time to fix in half 
  • Save time, resources, and manual processes 
  • Allow your teams to drive efficiency, foster alignment, and solve high-impact issues

See how unitQ Monitor can make a big impact for your teams and why category-leading companies like Chime, Pandora, NerdWallet, Strava, Quizlet, AppLovin rely on it every day.

See unitQ in Action

Want to See More?

Schedule a free demo with a unitQ product expert who can share more about our product offerings and answer any questions.

Categories
Best Practices

Product Webinar: Guide to Data-Driven Product Quality

We live in a world of limitless options and minimal switching costs. Companies are not just competing against one another but competing for time and resources, and users have very little patience for products that don’t consistently deliver a great experience. 25% of users will switch to another product if they have a bad experience. For consumer apps, issues during login, trouble with notifications, and difficulty with billing are just a few quality issues that can turn users away.

Register for the live webinar to learn more

Delivering a Great Product Experience and Quality

One of the best ways companies can consistently deliver a great product experience is identifying, understanding, and fixing mission-critical quality issues in user feedback in a timely manner, and sharing those insights with key stakeholders. This will save teams time and guide them to allocate resources to initiatives that improve product quality and drive growth.

unitQ takes a modern, data-driven approach to product quality. With unitQ Monitor, companies can easily access insights across all user feedback sources and languages in one place. The platform determines what’s impacting their product right now, and helps teams prioritize and fix the right issues faster. 

Upcoming Product Webinar on Sept 7, 2021

Date: Tuesday, Sept 7, 2021
Time: 10:00 am PST / 1:00 pm EST
Duration: 30min
Cost: Free
Register here

Join Greg Shaver, Enterprise Account Executive at unitQ, as he’ll demonstrate our platform in a 30-minute demo webinar that will cover how you can boost product quality by 20% in less than 30 days and have an impact on the bottom line

  • Gain a unified view of indisputable quality data
  • Prioritize high impact, mission-critical quality issues
  • Remove manual overload and streamline with automation
  • Enable support, engineering, and product teams to act faster and fix smarter
  • Improve customer experience and retention with product quality data

Register for the upcoming live product webinar today

Categories
Product Releases

Product Update: New User Feedback Sources

unitQ Monitor scans feedback from a wide-range of user feedback channels and we integrate with popular productivity tools you use every day. We’re excited to share that we’re integrated with additional sources.

New feedback sources include:

  • Trustpilot: Trustpilot is an online review community that connects businesses and consumers through genuine feedback from customers about their buying and service.
  • Better Business Bureau: The Better Business Bureau (BBB) has been helping consumers find businesses, brands, and charities they can trust. Millions of people turn to them each year to view BBB Business Profiles and Charity Reports.
  • Pissed Consumer: Pissed Consumer is a consumer advocacy website that helps companies and customers communicate with each other.
  • Consumer Affairs: Consumer Affairs is an online marketplace where millions of consumers can research purchases, connect with brands, write reviews, and stay up to date on important consumer news. 
  • Deposit Accounts: Deposit Accounts is a bank account comparison site that provides the best bank deals and information. 
  • Galaxy Store: Galaxy Store is an online app store used for Samsung devices.

Connect these latest sources to unitQ Monitor and start capturing and analyzing your product’s online reviews, user feedback, and online interaction in real-time. Easily get access to all your user feedback data in one place with full coverage on what your users are saying across different channels.

To see a list of all our other available integrations, click here. Would you like to integrate with an additional source? Let our team know here.

To Get Started

If you’re an existing customer and would like to add any of these new feedback sources to your monitor, please reach out to your CSM. If you’re not a customer, connect with our Sales Team to learn more about unitQ Monitor.

Categories
Best Practices

Join Our Upcoming Webinar: FinTech Embraces User Feedback to Boost Product Quality

In a very competitive FinTech sector, companies are not just competing against one another but also competing for time and resources, and users have very little patience for apps that don’t deliver excellent product quality and personalized experiences especially when they’re relying on your product to manage their hard-earned finances. This makes it even more critical for financial services apps to quickly address high-impact issues as well as making sure they don’t miss unrecognized quality issues

Register for the live webinar to learn more

Capturing High-Impact Insights from Your Users

A great user experience revolves around product quality. To make it seamless, you’ll need to capture impactful quality issues (payment, security, access to name a few) in user feedback in a timely manner then share those actionable insights with key stakeholders in order to take proactive actions and/or fix an issue before it becomes widespread. These efforts will ultimately help your teams prioritize time, resources, and tasks that improve product quality and drive growth. In our upcoming webinar, we’ll show you best practices on how to tackle this.

Upcoming Product Webinar on June 15

Date: Tuesday, June 15, 2021
Time: 10:00 am PST / 1:00 pm EST
Duration: 30min
Cost: Free
Register here

Ready to learn more? Join Greg Shaver, Enterprise Account Executive at unitQ, on June 15, 2021 as he demonstrates our platform in this 30 minute demo webinar that covers how the FinTech industry can boost product quality by 20% in less than 30 days and have an impact on the bottom line!

  • Gain a unified view of indisputable quality data from different user channels
  • Remove manual processes and streamline with automation
  • Identify and prioritize high-impact, mission-critical quality issues
  • Enable engineering and product teams to fix the right quality issues faster
  • Improve customer experience and retention with product quality data

Register for the upcoming live product webinar today

Categories
Best Practices

Join our Upcoming Webinar: Guide to Data-Driven Product Quality

We live in a world of limitless options and minimal switching costs. Companies are not just competing against one another but competing for time and resources, and users have very little patience for products that don’t consistently deliver a great experience. 25% of users will switch to another product if they have a bad experience. For consumer apps, issues during login, trouble with notifications, and difficulty with billing are just a few quality issues that can turn users away.

Register for the live webinar to learn more

Delivering a Great Product Experience and Quality

One of the best ways companies can consistently deliver great product experience is identifying, understanding, and fixing mission-critical quality issues in user feedback in a timely manner, and sharing those insights with key stakeholders. This will save teams time and guide them to allocate resources to initiatives that improve product quality and drive growth.

unitQ takes a modern, data-driven approach to product quality. With unitQ Monitor, companies can easily access insights across all user feedback sources and languages in one place. The platform determines what’s impacting their product right now, and helps teams prioritize and fix the right issues faster. 

Upcoming Product Webinar on May 11

Date: Tuesday, May 11, 2021
Time: 10:00 am PST / 1:00 pm EST
Duration: 30min
Cost: Free
Register here

Join Greg Shaver, Enterprise Account Executive at unitQ, as he’ll demonstrate our platform in a 30 minute demo webinar that will cover how you can boost product quality by 20% in less than 30 days and have an impact on the bottom line

  • Gain a unified view of indisputable quality data
  • Prioritize high impact, mission-critical quality issues
  • Remove manual overload and streamline with automation
  • Enable support, engineering, and product teams to act faster and fix smarter
  • Improve customer experience and retention with product quality data

Register for the upcoming live product webinar today

Categories
Product

Share Quality Insights Faster with Slack + unitQ Integration

Over 12 million active users use Slack and spend an average of 9 hours connected to their service per day. There’s no doubt Slack has transformed the way businesses stay productive by bringing communication and collaboration into one place. Likewise, we at unitQ have transformed the way teams stay productive by empowering businesses to take a data driven approach with their product quality and understand user feedback in one centralized place.

Imagine having the visibility to see detailed insights on product quality, sentiment, star ratings, and feedback from your valued users all within your existing workflows, with the added value of not leaving the platform you use everyday.

The unitQ + Slack integration gives your team the ability to be instantly notified in Slack when new user feedback data arrives, when existing quality issues start to trend, and when new bugs are detected. You can further define categories or filter reviews based on any criteria, enabling you to send specific user feedback to specific Slack channels or cross-functional internal teams.

Send User Reviews to Slack

unitQ can automatically send user reviews from different feedback sources (App Store, Social, Support) to Slack, making it seamless to see what users are saying about your product in real-time. You can also define your own saved searches or filter reviews based on any property you choose.

Track Quality in a Timely Way

unitQ can detect, categorize, and track quality issues in your user feedback data and send them to specific teams in your organization. Instantly align your teams on what needs to be fixed and act on the issues before they become widespread.

Monitor Quality Trends

unitQ can send alerts and notifications of new and trending quality issues reported in any language, region, device, version, or platform.

Stay Connected with Your Team

For existing unitQ customers, setting up our Slack integration is as easy as adding the unitQ Slack app to your Slack team. Visit our help center to view the documentation. If you’re not a customer, connect with our Sales Team if you’d like to keep your team aligned and connected with our unitQ + Slack integration.

Categories
Product

Introducing the unitQ Score

Benchmark Your App Quality Against the World

Product quality is a characteristic that’s difficult to ascertain, but which your customers instantly notice, especially when it’s bad. What’s worse, the differing perspectives of external users and internal teams makes it difficult to pin down which quality issues have the most impact on your business. And, to the frustration of product, support, and quality teams everywhere, product quality has been an elusive metric to quantify. Until now.


We’re excited to introduce the unitQ Score as the world’s first product quality metric based on user feedback and data gathered from the most popular customer channels and across more than 100 languages. This proprietary quality metric enables teams across the product lifecycle, from quality and support to product and engineering, to accurately and continuously measure, monitor, and improve product quality and compare your efforts against top competitors.

The Importance of Product Quality

Your customers have many options, which makes product quality an important differentiator. But when users are faced with a poor quality app or experience, their decision to move on is decisive and usually irreversible. In other words, when an unsatisfied customer leaves, you’ll likely never get them back. And, when they’re vocal about their experiences, it can have a negative influence on the choices new customers make, especially in a world flush with five-star rankings and a constant stream of social media opinions.

Poor overall product quality, and the resulting bad experiences, have many negative consequences for your business. Frustrated customers are less likely to engage and eventually churn, taking their revenue, clicks, and impressions along with them. Even compartmentalized product quality issues can impact your growth if it adds friction as users create accounts, log in, attempt to purchase products and upgrade services, or just try to use your app for its intended purpose. And, as you’re struggling to uncover and determine the scope of individual issues, more customers are turning to your competitors.

Monitoring product quality and user feedback is the only way to ensure your products consistently outperform your customers’ expectations.

How unitQ Score Enhances Your Quality Efforts

We’ve worked with hundreds of product quality and development professionals to both understand their quality improvement processes and incorporate unitQ into their quality improvement efforts. Those experiences have shown that, when companies can identify issues in real-time and analyze feedback from all sources, devices, and languages, it leads to better, faster, and more efficient prioritization of fixes and feature improvements. The key is in gathering, categorizing, and utilizing actionable insights derived from comprehensive customer data, not just anecdotes or limited snapshots of customer feedback.

Our platform makes it easy to put public user feedback to work, quantitatively and without bias, to find and remedy product quality issues. It pulls data from across the most popular consumer channels, like reviews from App Store and Google Play Store, and social media, like Reddit, Twitter, and other channels. That data can then be analyzed to surface, investigate, and prioritize quality improvement efforts, and integrated with your existing quality, support, and development tools to accelerate fixes.

Your unitQ Score enhances your quality efforts further by using proprietary machine learning models to filter out the noise and focus only on feedback related to product quality and bugs, and then determine the sentiment behind that feedback. The resulting 0-to-100 unitQ Score weighs the positive and negative quality reviews users are making about your brand, then lets you compare your product quality to that of every other brand we track.

Benchmarking Against the World’s Highest-Quality Apps

Your unitQ Score lets you easily compare your product quality to that of your competitors and others within and outside of your space. In January 2021, we launched our first monthly scorecard of the best quality apps (and correlating brands!) in the categories of online dating, finance, health, and music. The scorecard will continue to grow to include additional verticals and list the highest-quality apps overall. This month, those “Top Apps” include TikTok, Shop, AmongUs!, Google, and WhatsApp.

A unitQ Score of 90 or above represents epic, best-in-class product quality. A score between 80 and 90 shows companies are employing good quality efforts, but need further optimization to reach epic levels. A score between 70 and 80 reflects fair or reactive quality efforts, with much room for improvement. And, those with a unitQ Score below 70 have weak product quality and users are being vocal about their poor experiences.

We update the scores monthly so you can track the impact of your product quality efforts over time. Check back for the latest scores here.