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Product Releases

Instantly transform user feedback into actionable insights with AI Summarization

Becoming a user-centric organization requires a deep and personal understanding of the people using your product. Powered by machine learning and AI, unitQ captures user feedback in more than 100 languages from dozens of sources — including the Apple App Store, Discord, Google Play Store, Reddit, Twitter, Facebook, Instagram, and among others YouTube. unitQ parses this user feedback in real time for unitQ customers to help them inform decision making along every touchpoint of the customer journey.

Our new AI Summarization feature turns this user feedback into easy-to-consume summaries, regardless of how much feedback an organization receives. Whether you are looking to summarize feedback from an existing unitQ-created category or from search results around an emerging topic of interest — you can generate powerful insights instantly.

Identify pain points

Use AI Summarization to identify user pain points quickly so you can make the appropriate fixes to keep your organization ahead of the competition. You also will have a greater understanding of what users enjoy about your product so you can double down on what’s working well.

For example, say you just released a new feature. You can use unitQ search to find all feedback mentioning the feature, then see a summary of what people think about it, which is much quicker than reading through all the feedback one item at a time. Then you can share the summary with your team or other teams so you all can stay in sync. This improves decision making and ensures your organization’s end users are getting an exceptional product and customer experience.

How it works

Our advanced AI pours over every piece of user feedback and comes up with a detailed summary, then lists the most notable subtopics from among the feedback. This empowers organizations to ensure their products and services continue to exceed user expectations. You can even rate the quality of the summary, which helps us ensure you continue to get accurate results.

The image above shows the AI Feedback Summary for a search in unitQ created to review positive feedback on the most recent Android release.

Don’t miss valuable user feedback

These automated feedback summaries enable you to save hours of time so you don’t have to read through every piece of feedback to know what your users are thinking. To help maintain your organization’s exceptional user experience, our AI Summarization tool helps ensure you do not miss out on any valuable user feedback.

Like our new charts and dashboards, feedback summaries make your data more consumable, providing even more insights at a glance, saving you even more time.

Get Started

If you want to learn more about feedback summaries, contact your unitQ customer success manager. Or if you’re looking to get started with unitQ, book a demo today!

Pete Bratach is unitQ documentation manager.

Categories
Product Releases

Visualize user feedback with unitQ Charts and Dashboards

Despite being a well-worn cliché, the notion that a picture is worth a thousand words is a true one. Visuals are a great way to quickly and easily tell a story in a very succinct way. That’s why we’re very excited to release unitQ Charts & Dashboards! 

Charts consolidate your feedback into a single source of truth that is dynamic and reflects your business in real time, giving you a comprehensive perspective of user feedback. They improve decision making by providing you with a deep and personal understanding of your users’ needs along every touchpoint of the customer journey.

Because the experience your organization is delivering is constantly changing, these new visualizations also are customizable so you can take snapshots of any time period that might be pegged to platform changes, new releases, promotions, or any other factor. This enables organizations to visualize user trends to ensure their products and services continue to exceed user expectations. 

At their core, charts enable CX, product, and engineering teams to easily build presentation-ready visualizations of user feedback trends. You can identify emerging patterns with advanced filters and export those findings — and dive deep on products, regions and user segments.

For example, create charts for recurring assessments of the KPIs your team cares about the most. You might want to visualize the top 10 reasons your Android app is getting 1- or 2-star reviews. Or, you can break out your unitQ Score by language and see how your app ranks based on the language your users are speaking. 

The donut chart above illustrates the top 10 reasons why an app is receiving low ratings in the Google Play Store over the past 30 days. 

Charts are also a fast way to conduct ad hoc deep dives into emerging user experience trends. You might simply create a chart to learn why you had a sudden spike in feedback, at any given time.

A variety of charts are available. Choose from column, bar, donut and line. Use whatever chart is most suitable for what you are trying to visualize — for example, rendering a line chart to compare two metrics over time, or a donut chart to visualize how metrics stack up against one another. 

We also created a number of default charts for faster deployment. These out-of-the-box charts enable you to illustrate your unitQ Score by platform, view feedback trends by sentiment, highlight top reasons for poor app store ratings, and more.

Dashboards for visual analytics

Dashboards bring visual analytics to unitQ. They are a series of charts aggregated on a single scrollable page. Use dashboards to track release performance, product sentiment and more. 

With our dashboards, you can monitor as well as easily share a wide variety of your organization’s user experience metrics. Dashboards make monthly executive reporting as easy as sharing a screenshot or link. 

You might also share dashboards to rally your team or other teams around a set of key user experience metrics. For example, the support team might want to share a dashboard with the engineering team showing the top reasons for poor app store ratings — drilled down to the latest product release.

The dashboard above includes charts detailing unitQ Score by release, iOS App Store ratings by version, feedback volume by source, and more. 

You can build your own dashboards or leverage default unitQ dashboards, including snapshots of your Android and iOS performance. Each is built from a number of default charts.

Get Started

If you want to learn more about how unitQ Charts & Dashboards enable organizations to visually stay on top of what matters the most to their users, then book a demo today!

Pete Bratach is unitQ documentation manager.

Categories
News

Here are the bugs plaguing Apple mobile apps 3 weeks after iOS 16

Operating system upgrades are always a fraught time for app developers. Whenever a new version of an operating system is released, you have to test your app against it and try to make sure your app works smoothly. Despite your best efforts with testing, your app users who upgrade their OS are still likely to encounter issues. 

Apple recently released iOS 16, and we analyzed tens of thousands of pieces of public user feedback from 4,800 mobile apps three weeks before the release and three weeks after the release. We wanted to find out what issues users were experiencing the most after the release went out. (We recently analyzed the main issues affecting users who upgraded to iOS 15.)

Bugs galore 

In our iOS 16 analysis, we broke out results by the type of app — social networking, finance, shopping, etc. Social networking apps were hardest hit, with a 42% increase in product quality issues. (unitQ defines a quality issue as a type of user feedback that identifies a defect or bug in a product that affects user satisfaction.) Dating apps came in second place with more than a one-third increase in quality issues. Health and fitness apps settled in third place with 21% more issues.

When we look more closely at the specific issues users experienced the most, you find that social networking apps had a 90% spike in users being unable to upload photos, the bread and butter of social media. Business and productivity apps had a 73% increase in users being unable to log into the apps. And there was a 90% jump in issues with Apple Pay not working with shopping apps.

The chart below shows the percentage increase in major product quality issues users complained about in Apple App Store reviews three weeks after the release of iOS 16 compared to three weeks before the release, by selected industry:

Embrace unitQ data intelligence  

unitQ Monitor provides organizations with the real-time insights and actionable intelligence necessary to identify and fix those product quality issues that are the top concerns for your users. 

unitQ captures user feedback in more than 100 languages from dozens of sources — including the Apple App Store, Discord, Google Play Store, Reddit, Twitter, Facebook, Instagram, and YouTube, among others. unitQ also integrates with productivity tools such as Slack, PagerDuty, Zendesk and Jira

With machine learning and AI, unitQ buckets user feedback into discernible product quality issues. unitQ customers like Spotify, Klarna, HelloFresh and Udemy harness this data to visualize how existing and new product features are impacting their users across regions, app versions, and operating systems — in real time. unitQ algorithms enable organizations to harness this real-time user feedback to take a measured, data-driven approach to their product quality efforts, fix issues faster, and leverage insights into roadmaps and product growth.

About the data for this study

For the purposes of this study, our charts are based on the ingestion of tens of thousands of iOS App Store reviews from more than 4,800 apps for the time period of three weeks before to three weeks after Apple’s release of iOS 16 on September 12, 2022. 

Overall, social networking apps saw the biggest increase in users reporting product quality issues. Following social media were dating apps, health and fitness apps and so on.

The chart below shows the percentage increase in all product quality issues that users complained about in Apple App Store reviews three weeks after the release of iOS 16 compared to three weeks before the release, by selected industry:

How unitQ can help

unitQ provides organizations with real-time insights and actionable intelligence necessary to identify and fix product quality issues that are of top concern for end users. Alerts (especially our newly released anomaly alerts) help organizations detect product quality issues, including sudden aberrations from normal feedback volumes.

To learn more about unitQ and our latest anomaly alerts feature, request a demo.

Pete Bratach is unitQ documentation manager.

Categories
Product Releases

Stay on top of customer feedback with AI-powered alerts

We live in an age where we’re constantly bombarded with alerts and notifications. Apps on your computer and phone are always vying for your limited attention. So alerts need to be important to merit that attention. The last thing you want is an alert that isn’t useful and wastes time.

But alerts are so necessary, especially when it comes to delivering exceptional experiences to your customers. With 50% of consumers switching to a competitor after one bad experience (according to Zendesk), it has never been more important to stay on top of customer feedback.

As your consolidated, searchable platform for user feedback, unitQ Monitor extracts data-driven insights from what users are saying to help you increase product quality. Our real-time monitoring platform sends alerts to your preferred communication platforms including Slack and PagerDuty so you don’t miss out on any widespread or high-impact issues affecting your users. While you may have a monitoring stack for machine-level data like logs, unitQ builds on that stack by giving you a window into human qualitative data like app store reviews, help desk tickets, social media posts and more. 

Alerts keep you and your team aware of new or changing quality issues and user feedback trends. You get immediate notification when issues arise from a new release, or an old bug resurfaces. We want to make our alerts even better, so now we’ve made our alerts system even more intelligent with a new type of alert called an anomaly alert. Anomaly alerts use machine learning to automatically trigger when the system detects an atypical spike in feedback volume. 

Use anomaly alerts when you want alerts to account for sudden departures from your seasonal trends where feedback may fluctuate normally. Also use anomaly alerts when you want to tune the sensitivity of your alert triggers, which allows for flexibility in how often these alerts trigger. The higher the sensitivity, the higher the alert volume.

Anomaly alerts should cut down on unnecessary or too many alerts. Over time unitQ Monitor learns the behavior of your product and knows when a true anomaly is occurring, not just seasonal variations in your user feedback.

If you want to learn more about how anomaly alerts work, book a demo today!

Pete Bratach is unitQ documentation manager.

Categories
Best Practices

Best practices to improve app store ratings

How much of an effect do app store ratings have on your business? A lot more than you may think. In fact, half of users polled won’t do business with a company unless it has at least a four star rating, and nearly three quarters of users won’t buy a product before they’ve read the reviews. 

When users’ experience with your app doesn’t meet their expectations, they tend to let you know right away, by filing more tickets for your support team and submitting lower app ratings and negative reviews — all of which damage your brand. When support tickets and negative reviews pile up and your app store ratings drop, your reputation suffers. New users are less likely to try your product, your existing users become less engaged, and churn increases. 

In today’s crowded app landscape, quality is more than just something that’s nice to have. It’s a true market differentiator that can help you scale efficiently and beat your competition.

unitQ Monitor provides you with the insights and actionable intelligence necessary to identify and fix those product quality issues that are the top concerns for your users. 

So how can you improve your app store ratings? Here are four ways:

  • Test your app. Make sure it’s working as expected. Testing can uncover problems before you release your app and your users discover them.
  • Fix as many bugs as possible, and fix them fast! Our new Impact Analysis tool surfaces critical product quality issues and determines the impact of fixing them. Fixing bugs fast has a real positive impact on your unitQ Score, a key indicator of product quality and product health.
  • Listen to your users, especially to their negative reviews. Negative reviews are a good source for user feedback, identifying problem areas in your app, and what you need to do to fix them.
  • Have a good user interface and user experience. High quality apps get high ratings on app stores.

What unitQ customers say

But don’t just take our word for it. Hear what our customers are saying about the power of unitQ: 

  • Pandora, a music streaming site, saw a 20% increase in their unitQ Score, an 18% boost to their NPS, and a 15% reduction in user churn 45 days after starting with unitQ.
  • LOVOO, an online dating site, had a 42% improvement in their unitQ Score and a 28% improvement in their Apple App Store and Google Play Store ratings in their first few months using unitQ.
  • Strava, a popular fitness app, saw a 41% improvement in the unitQ Score, a 94% reduction in the time it takes them to analyze user feedback, and a 13% improvement in Google Play Store ratings.
  • Styleseat, an online booking platform for the beauty and wellness professionals, saw a 35% boost in App Store and Google Play ratings and had an 18% improvement in their unitQ Score. What’s more, they doubled their user retention rates and cut user churn in half.

Conclusion

So, in the end, quality matters. Addressing quality issues has measurable, concrete results for improved app store reviews.

If you’re looking for help in improving your app store ratings, schedule a unitQ demo today!

Pete Bratach is unitQ documentation manager.

In order to provide long-term scalability and security for our customers, unitQ’s architecture leverages several AWS services. Amazon Kinesis Data Streams serve as a pipeline for the millions of pieces of feedback we process and help ensure no data is lost as it winds its way through various redundant microservices which run in Amazon Elastic Kubernetes Service (EKS). Amazon OpenSearch Service then makes it possible to quickly aggregate millions of data points into our UI, allowing customers to create charts and dashboards for easy reporting on their user feedback and to share insights across the organization.

Categories
Best Practices

No more silos for your product feedback

Silos. Tunnel vision. Operational misalignment. They go by many names, but silos in the workplace have negative effects on productivity, morale, and even product quality. 

Product quality can suffer when one team, like support, knows about a product issue, then reports it to engineering. Then engineering, not having enough data about a given bug report, fails to take action quickly and goes about their other business. 

And when product quality suffers, so does the customer experience. Silos can result in bugs that never get fixed, disappearing into a black hole because engineering lacks sufficient data to prioritize the issue, or they have a hard time reproducing the problem.

The Great Disconnect

There often is a disconnect between the support and marketing teams and the engineering and product teams as they struggle to align on which quality issues or bugs need to be addressed. The scenario usually plays out like this: the support team gets a few reports about a problem with the product, so a support engineer files a bug with engineering, mentioning the examples. Engineering gets the report, but since it only contains a few anecdotes, it’s unclear how prevalent the issue really is. They may not have good information as to whether the issue is new, how long it’s been around, whether it’s spreading quickly, and so forth. 

And in an environment where everyone is moving fast, communicating that information may not be easy. 

unitQ Monitor Tears Down the Silo 

The seamless communication and single source of truth for product feedback that unitQ Monitor, unitQ’s AI-enabled monitoring platform, provides helps to break down the silos between support and engineering. unitQ Monitor turns qualitative feedback into quantitative data, so engineers now have the hard numbers to help prioritize their fixes.

Providing this indisputable data to engineering is one of the main benefits that support and marketing leaders frequently tell us, as it has helped them get their issues fixed quickly instead of just lingering in production.

Fixing issues fast improves the customer experience, which has the added benefits of decreasing customer churn and reducing the amount of tickets customers file.

If you need help tearing down the silos in your company, request a unitQ demo today.

In order to provide long-term scalability and security for our customers, unitQ’s architecture leverages several AWS services. Amazon Kinesis Data Streams serve as a pipeline for the millions of pieces of feedback we process and help ensure no data is lost as it winds its way through various redundant microservices which run in Amazon Elastic Kubernetes Service (EKS). Amazon OpenSearch Service then makes it possible to quickly aggregate millions of data points into our UI, allowing customers to create charts and dashboards for easy reporting on their user feedback and to share insights across the organization.

Categories
Best Practices

Quantifiable human data: The missing link for observability and monitoring

You’ve invested many resources — human, technological, financial — building out your product’s monitoring and observation systems up and down your entire tech stack, thinking you’re finally able to catch any issue that may arise. And while you’ve automated capturing all the machine data, you’re still missing out on one crucial set of data: human data, which comes in the forms of product reviews on app stores, social media posts, and even the bug reports your customers submit. 

Monitoring all these different systems is a very manually intensive process, often done by disparate teams that may not always be aware of what the other teams know when it comes to feedback on your product.

One Ring to Rule Them All

That’s why unitQ Monitor, our AI-enabled platform, is the one ring to rule all monitoring. It consistently finds issues that should be caught lower in the stack, where your machine monitoring occurs, as sometimes these systems do not have full coverage. Your observability platform may be full of machine data, but it won’t know about the poor reviews your product is getting in the app stores because of a long-standing login issue.

Quality issues tend to arise due to external factors, like network connectivity or third-party integrations. And your existing monitoring systems are unable to see into these opaque areas.

It’s very difficult to instrument certain critical engagement flows, such as “is the password reset link working?”, “did we double bill many of our users?”, or “did a user pay for an upgrade but didn’t receive the feature set which was promised?” Also, content changes and bugs related to them are hard to monitor with the most popular monitoring tools.

unitQ Monitor takes qualitative feedback and turns it into quantitative data. Your engineering, support, marketing, and product teams can all see the same data all in one place, keeping them aligned on which product quality issues are most pressing and most prevalent. 

But don’t just take our word for it. “We love unitQ Monitor! It used to take us so much time to identify and quantify issues,” said Anja Richter, the head of QA at LOVOO. “unitQ Monitor has really improved the workflow between our QA and Product teams, because we now have all the data we need to make decisions in real-time. Plus, it’s great that we can now search everything from one place!”

Do you want to find out what quality issues you’re overlooking in your product? Request a demo today.

Categories
Best Practices

Reduce support ticket volume by fixing ongoing quality issues

The best support ticket is the one that never gets filed. At unitQ, we’ve found out that the best way to keep your customers from filing support tickets is by fixing long-standing quality issues.

We’ve noticed that many companies have persistent quality issues that never seem to get fixed. This usually happens because the issues get lost in the noise from the overwhelming amount of user feedback from multiple channels a company gets day in and day out. 

Turning User Feedback Into Actionable Insights

But there’s a way out: unitQ Monitor, our AI-enabled monitoring platform, can dig through all the noise from support tools like Zendesk, Helpshift or Intercom, to public app review sites like the App Store or Google Play Store, taking all this qualitative user feedback and turning it into a quantitative goldmine.

Say, for example, you see a report that your password reset link isn’t working. You might think that it was user error and the user just logged in with the wrong account. However, after a few days of unitQ Monitor analyzing your user feedback, you may discover that the login issue has been persistent and ongoing for days or weeks!

Fixing Long-Standing Quality Issues

We consistently see outcomes like this — whenever a new partner goes live with unitQ, it’s like they turned on the lights in a dark room. Armed with actionable data directly from their users, they act quickly to identify the root cause of the problem and fix it. As a result, they dramatically reduce the volume of support touches — whether email, chat, tickets or phone calls — since these issues stop being reported over and over again. 

The end result is a higher unitQ Score, less user churn, fewer 1-star reviews and fewer support tickets. unitQ Monitor does all this by leveraging your existing data assets, without asking your users to do anything differently, like reporting more bugs! What’s more, your support team becomes more efficient and can now spend more time on the right tasks.

But don’t just take our word for it. Our partners are seeing these dramatic declines in support touches soon after they start using unitQ Monitor. LOVOO saw their support ticket volume drop by 40% in the first months after going live with unitQ Monitor. Pandora’s support ticket volume dropped by 10% in the first 45 days. And Strava estimates that it will see as much as a 20% reduction in support ticket volume.

Next Steps

So while it’s a great idea to invest in tools that deflect support touches, like chatbots and knowledge bases, it’s an even better idea to invest in fixing quality issues that generate the support touches in the first place!

If you want to see how unitQ Monitor can help reduce the burden on your support team, schedule a live demo today.

In order to provide long-term scalability and security for our customers, unitQ’s architecture leverages several AWS services. Amazon Kinesis Data Streams serve as a pipeline for the millions of pieces of feedback we process and help ensure no data is lost as it winds its way through various redundant microservices which run in Amazon Elastic Kubernetes Service (EKS). Amazon OpenSearch Service then makes it possible to quickly aggregate millions of data points into our UI, allowing customers to create charts and dashboards for easy reporting on their user feedback and to share insights across the organization.

Categories
Product

Is Your Customer Feedback Getting Lost Without Translation?

Chances are good that your company operates online, which means your customers can live anywhere and can speak many languages. And chances are also good that your team doesn’t speak every language your customers do. So how would you know if someone who speaks a language you don’t understand has a problem with your product?

Translations require a lot of time, money, and effort to do correctly. And even then, you may not cover all the languages your customers speak. You would need to pay either a company that specializes in translations, or else use a third party tool to do the job.

The good news is that with unitQ Monitor, we do all the translating for you! unitQ Monitor translates every piece of your product’s feedback into English. To understand why this is important, let’s revisit an incident that planted the seed for unitQ itself.

Fix Bugs Faster, Save Money, Improve Customer Goodwill, Reduce Churn

The founders of unitQ previously started another company called Skout. Skout is a mobile social media service with users around the world. One time they had a login bug that was visible only to its Polish users. No one on their team understood Polish, and no one was aware that there even was an issue. The company estimates that it lost hundreds of thousands of dollars in revenue because they didn’t act on that bug for months. Had they been using a service like unitQ, they would have known right away that their Polish users couldn’t log in, and they could’ve fixed the bug quickly, saving the company a lot of money, not to mention improving customer goodwill while reducing user churn. 

When you look at your unitQ Monitor, all your customer feedback is already translated into English, which can help you fix issues that affect customers in non-English speaking locales. However, you can also see the original report in its native language. 

Once translated, it’s much easier to structure and categorize your feedback. Then unitQ analyzes the content of each piece of feedback, detecting trends and patterns based on the words used, possibly surfacing issues before you even are aware of them. From here, the feedback can be shared with engineering, enabling you to make data-driven decisions on which problems need fixing, and in what order.

If you haven’t tried unitQ yet, request a demo today!

Categories
Best Practices

What Time Is It? It’s Time to Fix!

First in a series of posts on breaking the vicious cycle of poor product quality.

The software industry has done an excellent job developing a set of growth metrics: DAU, MAU, DAU/MAU, retention/return rates, and so forth. For product quality or user experience, no one has really developed any metrics, until now. It is very hard to improve what you cannot measure. As a result, we developed two quality metrics: the unitQ Score and unitQ TTF.

unitQ TTF (for Time to Fix) essentially describes how much time it takes for a company to fix an issue in production. A shorter time to fix results in a higher unitQ score, and less time an issue has to impact users, which means fewer tickets to your support team and lower negative sentiment.

unitQ Helps Decrease Your Time to Fix in Three Areas

  • Issue detection
  • Alignment among the teams within your organization
  • Fixing issues

Early detection of quality issues reported by your user base means there is no need to wait until an issue snowballs into a crisis. With unitQ Monitor — our AI-enabled platform that empowers you to take a data-driven approach to identifying, prioritizing, and fixing product quality issues in the most efficient way — you configure alerts to trigger when a specific threshold amount of feedback is crossed, or when the percent change of feedback over a given time period is exceeded. When an alert triggers, it sends a notification to PagerDuty or Slack, so your team knows almost immediately about the issues.

Align: Decisions to deploy resources to fix certain quality issues are made much faster with a Single Source of Truth — data cross-functional teams can understand and rally around.

Typically, different teams in a company may not be looking at the same information. The support team may learn about issues from bug reports, while the marketing team may notice some trends in their social media feeds. unitQ Monitor collects all your customer feedback, from every source — from public sources like app store reviews and social media to private sources like Zendesk or Intercom — into one searchable data store, a single source of truth. Now everyone in your company — from your engineers and support team to the marketing team — armed with this single source of truth can very quickly decide to deploy resources to fix quality issues.

It goes without saying that the more data you have about a problem, the easier it is to fix it. unitQ Monitor provides additional data from a number of sources to help you triage and fix quality issues: 

  • Translated content: All user feedback is translated into English, which can help you fix issues that affect customers in non-English speaking locales.
  • Custom tags: Add unique labels, categorizations, and other helpful references to any user feedback. If you are using Zendesk, tagging is bidirectional between unitQ and Zendesk.
  • Metadata like platform, language, country, product version.

Since the engineers tasked with fixing the quality issues have direct access to all this information, as well as a timeline of when they started, the time it takes to reproduce and ultimately fix the bugs contracts significantly.

Conclusion

We have the data to prove the impact of going live with unitQ Monitor. When your unitQ TTF goes down and your unitQ Score goes up, you experience:

  • Fewer support touches on the same issue over and over, resulting in a top of funnel impact for your support team.
  • Fewer 1-star reviews and more 5-star reviews.
  • Increased net sentiment in all user feedback data.
  • Decreased churn.
  • Increased engagement and conversion, which ultimately means more revenue!

unitQ Score Improvement

Time to Fix Improvement

Improving your Time to Fix is one way to break the vicious cycle of poor product quality. Keep watching this blog for more tips and tricks on this topic.

And to learn how unitQ is helping category-leading companies like Chime, AppLovin, Pandora, and Strava break out of the vicious cycle, request a demo today.