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.