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Best Practices

Webinar recap: The state of mobile application product quality

unitQ Sr. Content Marketing Manager David Kravets and Sr. Data Engineer Lance Miles joined myself for a webinar this week to explain our recent findings on the state of mobile application product quality

Our team harnessed unitQ proprietary algorithms and artificial intelligence to analyze the reviews for more than a year’s worth of data on roughly 4,400 of the world’s top mobile applications on the Google Play Store and Apple’s App Store. 

In our webinar, David and Lance went over the findings and dove into how unitQ can help organizations improve their product quality and mobile app experience. Take a look at the highlights: 

  • How user feedback data can empower your organization.
  • Why unitQ ingests and interprets user feedback data.
  • What is a unitQ Score and how does it indicate product quality?
  • The top 25 mobile apps with highest product quality.
  • Top product quality issues by industry.
  • Why product quality is important to an organization’s success.
  • How to improve product quality by listening to user feedback.

Watch the webinar recording


If you want to learn more about how unitQ is arming organizations with real-time actionable insights from user feedback to build better customer experiences, reach out to us for a customized demo today.

Annelise Schaler is demand generation manager for unitQ.

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Best Practices

Learn how fintech can bank on unitQ

We recently presented at FinovateSpring 2022, a leading fintech conference that showcases the best innovations in financial and banking technology.

unitQ’s Founding Team Member and Sales Director, Anthony Heckman, and Product Manager, Brett Caplan, demonstrated how unitQ’s cloud-based AI platform is arming fintechs, banks and financial institutions with real-time actionable insights from user feedback to stay ahead of their competition, improve their customer experience, boost star ratings, and drive customer retention.

“At unitQ, we believe that every day your company is not deriving critical insights about product quality from user feedback is a lost opportunity,”

Anthony Heckman, unitQ’s Founding Team Member and Sales Director

Learn how your organization — regardless of whether it’s in the financial sector — can harness the power of unitQ for success. Watch the demo:

Want to start your organization on a new product quality journey, schedule a time with our product specialists here.

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Best Practices

What tech leaders can learn from a $500k bug

When I started the social media app Skout in 2007, I was blown away by our traction. We had over 50 million installations globally, had raised over $22 million from Andreessen Horowitz, and there were hundreds of incredibly talented employees making it all happen. 

Despite our success, and unbeknownst to us, there were many 1-star reviews on the Google Play app store in the Polish language, dinging our Android app in a language we didn’t understand. This small piece of the overall Skout community was frustrated and was telling us exactly what we needed to know, that the app was unusable in Poland, but we weren’t listening. 

Continue reading on VentureBeat, where this article was first published.

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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.

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Best Practices

How unitQ helps product managers succeed

Talking to other product managers, whether on Zoom, over drinks, or on a chairlift up a mountain, our conversations naturally turn to the same shared obsession: how can I improve the quality of my product?

A desire to understand customers’ needs drives PMs to spend hours every week digging into conversion funnels, interviewing customers, poring over bug reports, and reading app store reviews. Sifting through disparate feedback sources to find recurring themes can feel like a black hole, where hours of work are required to find one, critical insight to improve product quality.

Product managers need a single, centralized platform to explore, monitor and benchmark user feedback and product quality signals. unitQ Monitor is that AI-enabled platform, empowering product managers to efficiently identify, prioritize, and fix product quality issues.  

Explore

With unitQ, product managers can easily search for user feedback trends in a centralized platform that aggregates all your feedback sources, including support tickets and app store reviews. unitQ’s AI-enabled platform translates feedback from any language, so you don’t have to dust off your high school level Spanish to learn that users in Latin America are experiencing higher than normal password reset errors, impacting your retention. 

Without requiring a line of SQL, unitQ shows you broken user flows and negative sentiment associated with specific features. The platform provides rich filters so your team can drill down on the user segments you care about most (like Twitter users mentioning your newest Android release), and see the feedback volume associated with each issue. By quantifying the customer impact of qualitative data, product managers can more efficiently prioritize the highest impact product enhancements and fix previously unknown bugs.

Monitor

unitQ alerts you whenever customers complain about your product, and provides the metadata your engineering team needs to quickly triage. How many times have you wondered whether your newest release is moving the needle on improving your user’s experience? Now with unitQ, you can track changes to user sentiment release over release, and see the real-time impact to support volume and app store reviews with each enhancement.

unitQ also helps your team celebrate improvements to the user experience and keep morale high. With unitQ, product managers can monitor “customer love” and automatically share positive feedback into a shared team slack channel.

Benchmark

Finally, unitQ Monitor helps you outperform the competition by benchmarking product quality. unitQ rates product quality based on public feedback, and compares your score to your top competitors. Product managers can compare their product’s quality directly against competitors, and make improving your unitQ score part of your OKRs.

Armed with the wealth of quantitative data that unitQ Monitor provides, product managers can explore, monitor, and benchmark product quality. unitQ helps product managers prioritize the highest impact enhancements, stay ahead of customer-impacting issues, and hold your team to the highest standard of product quality. 

Try

Whether or not you are a product manager, unitQ can help you understand your customers better, and build better user experiences. Don’t take my word for it, try it yourself.

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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.

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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.

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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.

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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.

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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.