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.

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.

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.

Product Releases

Impact Analysis surfaces critical product quality issues, determines impact of fixing them

At unitQ, we believe the Voice of the Customer is the single source of truth for product quality, complete with actionable insights with precise information about what users are saying about a product’s performance, features and capabilities. That’s why unitQ customers embrace our ML-enabled unitQ Monitor to arm their support, product and engineering teams with the relevant user feedback to fix issues blemishing the customer experience. 

Today, we’re announcing a new unitQ Monitor feature, Impact Analysis. This first-of-its-kind tool will make it even easier for our customers to prioritize fixes and understand the impact of addressing and fixing product quality issues near and dear to their users. 

Prioritize, fix the most impactful issues

With Impact Analysis, teams can learn what impacts fixing an issue might have on KPIs like 1-star reviews, support tickets, brand sentiment and more before taking action. Our Impact Analysis tool automatically surfaces user-generated issues, what we call “Quality Monitors,” that will have the most impact on product quality if fixed.

In the example above, a music streaming application’s issues of force closing, and stops playing in vehicles, accounts for more than 20% of 1-star ratings on iOS and more than 5% of 1-star ratings on Android. Had these issues not existed, the Impact Analysis tools shows that you would have had more than 20% fewer 1-star ratings on iOS, and 5% fewer 1-star ratings on Android.

This matters because apps with higher ratings are more likely to have reduced churn and attract new customers. And fixing these issues identified by the Impact Analysis tool eventually will help improve star ratings in mobile app stores.

In addition, fixing these two issues will also help reduce negative sentiment by more than 5%, and will address more than 2% of internal tickets on supported apps like Ada, Freshdesk, Helpshift, Intercom, Solvvy, Zendesk, Zendesk Chat and Zoho Desk. What’s more, eliminating this user friction will address more than 11% of the total number of Quality Issues, or pieces of an organization’s negative user feedback. 

unitQ Score

How much an organization’s unitQ Score and Internal unitQ Score could be boosted by fixing customer-surfaced issues is also calculated by the Impact Analysis tool.

unitQ Score allows companies to measure their product quality against other organizations in the same industry based on ratings and reviews in the Apple App Store and the Google Play Store. An organization’s Internal unitQ Score includes the same user feedback from the Apple App Store and Google Play Store, but also includes user feedback from social media like Twitter, Reddit, and internal support and chatbot applications.

In our screenshot example above, the Impact Analysis tool shows that each of the two scores could be boosted several points by taking action on the issues of force closing, and stops playing in vehicles.

Why does this matter? 

A unitQ Score closer to 100 indicates a brand has few product quality issues overall. It means users enjoy the product, the experience is well-designed, easy to use, responsive — and is virtually free of bugs, broken flows, and operational mistakes. Higher scores equal better products, and more satisfied customers. A score of 90, for example, means 90% of an organization’s user feedback did not contain product quality issues when evaluated through the lens of unitQ algorithms and machine learning. 

ML-powered Impact Analysis

The intelligence to bolster the unitQ Score and Internal unitQ Score stems from the power of the unitQ Monitor and its machine learning capabilities that power our new Impact Analysis feature. The lower the number of product quality issues, the higher the score. Detecting, investigating, prioritizing and fixing issues identified by users increases the score, bolsters developer KPIs, enhances customer satisfaction and ratings in app stores, attracts new users and drives new revenue streams. 

Read what our customers are saying about unitQ. 

Want to learn how unitQ, and our new feature, Impact Analysis, can help your organization boost product quality? Request a demo today!

Brett Caplan is unitQ’s Product Manager

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.