Best Practices

Give engineering teams the data to detect and fix bugs faster

Discover how unitQ Monitor helps product support engineers make data-driven decisions about new product direction, product quality, and more.

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.