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.

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.

Categories
Product

The Life Cycle of a Quality Issue

The not so lonely journey of a product issue through unitQ Monitor

Did you ever wonder how a quality issue becomes a quality issue? 

Let’s start by defining a quality issue. A quality issue is any user friction with your product, where your product doesn’t work the way the user expects it to work. This includes software bugs obviously, but quality issues are more than that. Quality issues are also anything to do with the overall user experience. Quality issues are not matters of taste, like feedback about the site’s look and feel; nor are they issues like forgotten passwords.

Now let’s talk about the journey a quality issue takes through unitQ Monitor

Every quality issue follows the same pipeline before you see it in your unitQ Monitor. Quality issues can come from many sources: your customer ticketing system like Zendesk, app store reviews, and social media. unitQ Monitor tracks all this data for you. The first thing it does is clean the data. During this phase, we trash around 10 to 20% of data during cleaning to avoid introducing unwanted noise into the Quality Monitors, such as duplicate reports, spam, email headers, long response threads and other irrelevant data. unitQ Monitor tags this feedback as trash but does not delete it.

Next, unitQ Monitor cleans, normalizes and translates the remaining data

Cleaning involves removing all personally identifiable information, like names, addresses, email addresses, and so forth.

Normalizing involves applying structure to the data, like geographic data and user sentiment. User sentiment can be positive, neutral, or negative. Quality issues tend to fall into negative or neutral sentiment. 

Then it translates content into English. Sometimes, product issues can slip through the cracks if you aren’t able to translate customer feedback into a language that you understand.

Now the machine learning kicks in, determining which of the remaining issues are actual quality issues

Most issues are not quality issues, rather they are feature requests, compliments or props, and password resets and other expected use cases. unitQ staff constantly reevaluates and retrains the ML model so it is always growing in accuracy.

The quality issues get assigned to one of hundreds of Quality Monitors, which are collections of quality issues that are all related to the same product defect.

At this point, these quality issues are now visible in your unitQ Monitor. Their presence can trigger alerts you’ve already set up; these alerts can notify your team through PagerDuty and Slack. You can also open tickets in Jira so your engineers can track and fix the issues.

Conclusion

Quality issues serve as canaries in the coalmine to make you aware of problems before they get too big, providing a way for you to make data-driven decisions so you can more accurately prioritize the issues you need to fix first, and fast. By acting quickly, your product quality should quickly improve, as should your unitQ Score.

To learn how unitQ is helping category-leading companies like Chime and Strava detect and fix urgent issues faster and incorporate crucial user feedback into their product decisions, request a demo today.