Categories
News

unitQ + Ada integration: Transforming automated chatbot conversations into better product quality

We are delighted to announce unitQ’s integration with Ada, a market leader delivering automated brand interactions between companies and their customers.

This latest integration from unitQ means customers have another tool in their quiver to continue offering the best and fastest customer experience for issue resolution — while at the same time maintaining visibility into what customers are saying to identify and fix issues even faster. 

unitQ now has more than 30 integrations to turn qualitative user feedback into quantitative actionable insights — helping companies improve their product quality, reduce churn, boost star ratings, and build great app experiences. This is why category-leading brands like AppLovin, Cornershop by Uber and Spotify embrace unitQ to enhance their product’s quality and experience.

“Giving our current and future customers another seamless route to harness and prioritize user feedback is why we chose to partner with Ada, which is bridging the divide between customers and brands with their advanced AI-powered brand interaction platform and chatbot capabilities,” says Aaron Verstraete, Head of Strategy and Partnerships at unitQ.

The Ada integration allows companies embracing Ada’s automated brand interaction services to funnel chat conversations through unitQ’s AI. Our algorithms transform those conversations into actionable insights so brands can make better product decisions now, plot feature roadmaps and at the same time reduce the number of support tickets.

“With Ada’s brand interaction platform and advanced conversational AI and NLU capabilities, brands can keep pace with growing volumes of customer inquiries without breaking the bank. And with our integration with unitQ, our customers have another tool to extract data-driven insights from their customer conversations,” says Michael Setticasi, Vice President of Partnerships at Ada.

Read how our customers are enhancing their businesses here. To learn more about the unitQ and Ada integration, book a demo here.

Categories
Industry

unitQ Analysis: The state of mobile application product quality 2021-2022

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

Just like we do for our unitQ customers, we parsed this data to generate actionable insights into what users of those applications were saying about their applications. unitQ customers like Spotify, HelloFresh and Klarna harness this real-time feedback to take a measured, data-driven approach to their product quality efforts, fix issues faster, and leverage insights into roadmaps and product growth. 

Judging by what users are saying about the mobile applications that we analyzed, the state of product quality for 2021 is “fair” with lots of room for improvement. Overall, this equates to an average unitQ Score of 75. Read how a unitQ Score is calculated. For the first quarter of 2022, the average score dropped 8% to a unitQ Score of 69. We discuss the significance of this drop farther down in this report.

Defining unitQ Score

unitQ Score is an organization’s product quality metric based on user feedback data gathered automatically in more than 70 languages from the most popular customer channels — including app stores and social media, and may also incorporate internal support and chatbot applications. unitQ Score is a performance indicator that represents the current state of an organization’s product health. Detecting, investigating, prioritizing and fixing issues identified by users increases unitQ Score, bolsters developer KPIs, enhances customer satisfaction and ratings in app stores, attracts new users and drives new revenue streams. 

unitQ Score is the modern, and more accurate way of analyzing customer satisfaction over NPS scoring. Higher unitQ Scores equal better products, and more satisfied customers. 

Interpreting a unitQ Score

95-100 Epic: Best in class product quality. 
85-95 Good: Strong product quality, room for improvement. 
70-85 Fair: Satisfactory product quality, lots of room for improvement.
0-70 Poor: Weak product quality, urgent improvement required.

In this report, you’ll find what we’ve learned about the state of product quality across different industries and quality trends from the most downloaded mobile apps from 2021 to present.

Top 25 mobile apps with highest product quality ranked by unitQ Score for 2021

*Rankings are based on apps with more than 500,000 reviews on the iOS and/or Android platforms in 2021.

unitQ Scores Based on Top Industries for 2021

For our analysis, we calculated the average unitQ Score of 75 based on what users were saying in the reviews sections on the iOS App Store and the Google Play Store.

Quality Issues From the Most Downloaded Apps of 2021

We ingested 121.52 million customer reviews over the period. Using the power of unitQ artificial intelligence, we detected more than 17.23 million “product quality issues.” These issues include app crashes, freezes, is slow, won’t install or launch, and you name it. This is discussed in more detail farther down this report. 

Percent of Product Quality Issues Across All User Feedback for 2021

The data shows that 13% of all user feedback contained product quality issues. Learn more about the lifecycle of product quality issues, which are user complaints about their friction with a product.

Average unitQ Score: Android Versus iOS for 2021

Of all the user feedback, the average unitQ Score for iOS was 61 based on reviews in the App Store. For Android, user feedback equated to an average unitQ Score of 78 based on reviews in the Google Play Store.

Product Quality Breakdown by Android Versus iOS for 2021

There were 3.18 million product quality issues on iOS and 14.04 million on Android. Because Android is a larger platform, roughly 82% of the product quality issues were detected on that platform.

Top Product Quality Issues unitQ Discovered for 2021

Product quality issues equate to bad user experiences. Detecting, investigating, prioritizing and fixing issues identified by users increases unitQ Score, bolsters developer KPIs, enhances customer satisfaction and ratings in app stores, attracts new users and drives new revenue streams. 

Top Quality IssuesVolume
1. Slow Performance744,376
2. App Force Closing579,328
3. Can’t Download or Install369,209
4. Fails to Launch361,835
5. Can’t Access App263,741
6. App Freezing256,505
7. Can’t Update230,354
8. Crashes After Update151,922
9. Can’t Play141,482
10. Bad Experience137,007
11. Cant Pass Level134,703
12. Too Many Ads118,885
13. Payment Required86,163
14. Technical Difficulties Error77,106

Top 5 Quality Issues by Industry for 2021

Many product quality issues are the same across a wide swath of industries. App crashes and latency and failure to load are complaints from users of virtually every application. However, some industries have unique product quality issues. For example, users of online dating apps complain that they have been wrongly blocked or suspended from the application. A complaint unique to music applications is that a song won’t play or the wrong song plays. When it comes to game applications, players voice concerns that they are not able to reach higher levels. Read on to understand the product quality issues of the top 10 industries we are monitoring.

Finance Quality Issues

  • App Fails to Launch
  • App Force Closing or Crashing
  • Can’t Transfer Funds
  • Cash Withdrawal Denied
  • Payment Failed or Rejected

Gaming Quality Issues

  • App Force Closing or Crashing
  • App Freezing
  • Can’t Pass Level
  • Stopped Working After Update
  • Too Many Ads

Music Quality Issues

  • Cutting Off or Music Stops Playing
  • App Force Closing or Crashing
  • Playlist Can’t Play or Load
  • Plays Another Song or Playlist
  • Search Not Working or No Results

Online Dating Quality Issues

  • Account Blocked or Suspended
  • Account Can’t Access
  • App Force Closing or Crashing
  • Can’t Download or Install
  • Slow Performance

Education Quality Issues

  • Account Can’t Access
  • Answers Missing
  • App Force Closing or Crashing
  • Can’t Download or Install 
  • Slow Performance

Social Networking Quality Issues

  • App Can’t Download or Install
  • App Force Closing or Crashing
  • Camera Not Working
  • Can’t Make Voice Call
  • Notification Not Delivered

Shopping & Retail Quality Issues

  • App Force Closing or Crashing
  • Delivery Date Keeps Changing
  • Delivery Not On Time
  • Sent to Wrong Address or Not Received
  • Slow Performance

Video Quality Issues

  • App Force Closing or Crashing
  • App Freezing
  • Can’t Download or Install
  • Not Playing On TV
  • Too Many Ads

Health & Fitness Quality Issues 

  • App Fails to Launch
  • App Force Closing or Crashing
  • App Freezing
  • Can’t Connect to Device
  • Steps Number Incorrect or Not Counted

Travel Quality Issues

  • App Fails to Launch
  • App Force Closing or Crashing
  • Can’t Download or Install
  • Trip Canceled for No Reason
  • Customer Support Unsatisfactory Behavior

Product Quality 2022 Findings

The unitQ Score average for the Q1 of 2022, as we noted earlier, was 69. This is compared to a 2021 average unitQ Score of 75. The difference between the two scores is due to a slight uptick in users complaining of product quality on a wide range of issues, including app crashes or freezes, too many ads, is slow, and fails to launch or install across iOS and Android devices. 

Note: Because our 2022 analysis only includes three months of data, we are not overly concerned at this moment that app quality across the board is on a path of decline. That said, when we perform our Q2 analysis, we will have a clearer picture of the path of app quality.

Conclusions

Organizations are throwing tremendous amounts of resources at building and maintaining their tech stacks. They maintain systems for auditing, for monitoring the security and the performance of applications, microsystems and infrastructure as a whole. However, there’s a goldmine of other data that organizations are not likely parsing in a holistic manner.

That data is the voice of the customer. It’s the best resource for identifying quality issues, bugs, and errors.

This data is the single source of truth of product quality. It’s live streaming every day in massive quantities — but it’s probably not streaming through an organization’s tech stack — unless they’re a unitQ customer.

unitQ is an AI-enabled platform that listens to signals from an organization’s user base. We’re arming organizations with real-time actionable insights to build a better customer experience both immediately and into the future to improve product, reduce churn, boost star ratings and build great experiences.

To learn more about our research findings or about unitQ, request a unitQ demo today.

Authors


Lance Miles is a unitQ data engineer


David Kravets is the senior content marketing manager for unitQ

Categories
Tutorials

Webinar on May 19: Capture user feedback with unitQ to enhance product quality

One of the best ways companies can consistently deliver great product experience is identifying, understanding, and fixing mission-critical quality issues in a timely manner — and sharing those insights with key stakeholders. This sounds great in theory, but what about in practice?

Register for the live webinar to learn more

See if for yourself. Tune into our May 19, 2022 webinar where one of our our top account executives will provide a first-hand overview of how unitQ analyzes just about every customer feedback channel — including Zendesk tickets, app reviews, social media, and more — in 70 languages to uncover issues with your products, in real time.

By harnessing the voice of the customer, the unitQ AI-powered platform determines what’s impacting a company’s products enabling CX, Product and Engineering teams to prioritize which issues to fix now and which ones to table for later. 

Webinar: Capture User Feedback with unitQ to Enhance Product Quality

Date: Thursday, May 19, 2022
Time: 10am PDT
Duration: 30 minutes
Cost: Free

unitQ Account Executive, Chethan Kosaraju, will provide an inside look at the unitQ Monitor — the unitQ console where all the data-driven magic happens. 

In the session, you’ll show you how to:

  • Boost product quality, revenue and retention with product quality insights
  • Gain a unified view of all user feedback data
  • Prioritize high-impact, mission-critical quality issues
  • Monitor product health and review feedback trends in real time 
  • Remove manual overload and streamline with automation

Register for the upcoming live product webinar today

Categories
Industry

Connect with unitQ at Zendesk Relate on May 11

unitQ is delighted to be a sponsor of this year’s Zendesk Relate, online everywhere May 11, 2022. During networking times, attendees will have the chance to visit unitQ’s virtual booth, meet the team and see the platform in action (not to mention win big prizes)!

The unitQ team is eager to show Zendesk customers the unitQ Monitor, which analyzes just about every customer feedback channel — including Zendesk tickets, App Store reviews, social media, and more — in 70 languages to uncover issues with their products, in real time. Companies on Zendesk who integrate with unitQ Monitor have seen a 20% improvement in product quality during the first 30 days. The stellar results are due, in part, because companies can leverage unitQ’s two-way Zendesk tagging to address user feedback in bulk, by common quality issues.

What is Zendesk Relate

Zendesk Relate, a customer-experience focused event, brings together a global community of customers, prospects, partners and employees to connect, learn, and celebrate via a shared online experience. “A remarkable customer experience is an imperative and can be a company’s biggest differentiator,” says Alex Constantinople, Zendesk’s CMO.

How to Connect with unitQ at Zendesk Relate

  • unitQ’s Virtual Booth during Networking Times 7:30am-8:30am, and 9:15am-10:30am PDT on Wednesday, May 11. Meet the unitQ team and see our platform in action.

    BONUS: Enter to win unitQ and partner PagerDuty’s Prize Package Sweepstakes! Ever fantasize about owning your own movie theater? This is your chance to get a FREE portable entertainment HD projector plus a $200 Amazon gift card to build your film library. Qualifying is easy, simply register here for your chance to win!
  • Party with unitQ and friends! Right after Zendesk Relate, join our partner Ada, unitQ and other CX leaders in-person from 1:30pm-3:30pm PDT at SPIN SF. Rub elbows with the brands and leading experts who are changing the CX landscape and delivering best-in-class customer experiences. Enjoy complimentary drinks, food, and a chance to win fabulous prizes! RSVP HERE
  • Rather not wait until Zendesk Relate? Schedule time with our product specialists before the event here. With unitQ, you can dramatically improve product quality and increase app store ratings and customer sentiment. All the while, you’ll reduce the number of support tickets and decrease the time to fix issues near-and-dear to your customers.

unitQ + Zendesk is a Win-Win for Support, Product and Engineering Teams

unitQ’s AI-platform offers developers a single repository for global user feedback, and effectively eliminates data silos because it lives in the cloud — Product Quality Heaven! Support teams save time responding to tickets. Product teams get prioritization and real-time insights to inform their roadmap. Engineering teams receive actionable insights that reduce time to fix. 

Learn more about our Zendesk integration, and take a look at how unitQ customers are enhancing their businesses to greater success. Book a unitQ demo today.

Categories
Industry

Recap: Squashing bugs, keeping players happy at the Game Developers Conference

The 2022 Game Developers Conference (GDC), the game industry’s premiere professional event, saw a robust return to in-person conferences in San Francisco. The conference was the largest in-person gathering the city has hosted in the wake of the pandemic. 

Some 12,000 game industry professionals gathered at the Moscone Convention Center from March 21-25, with an additional 5,000 joining on the virtual platform. There was plenty of excitement as the global game community reunited to get a peak at the latest technologies, software and services at GDC’s expo. The unitQ team was excited to have showcased unitQ to game studios. They were pumped that unitQ offers a centralized, searchable repository for user feedback from a wide range of sources, which enables teams to quickly fix issues identified by customers — making them happy customers and happy game players.

unitQ’s GDC experience kicked off March 10, when industry blog, Game Developer, interviewed our Co-Founder and CEO, Christian Wiklund. In that article, Christian illuminated how unitQ helps gaming studios improve the quality of their products, and announced our recent integrations with Helpshift and PagerDuty, which makes unitQ even more of a force to improve product quality. Already boasting impressive features that surface customer impacting issues from feedback, now unitQ can trigger PagerDuty incidents to alert the right stakeholders and help enrich those alerts with the right context teams need to prioritize and fix issues near and dear to their customers.

On the eve of GDC’s expo, unitQ hosted Happy Players Happy Hour at the stylish Peacekeeper venue in San Francisco. unitQ was joined by two partners as co-sponsors, Helpshift and Kustomer. Together, we hosted close to 100 attendees from brands like Electronic Arts, Tilting Point, NCSOFT and AWS. Helpshift marked the occasion by announcing their new initiative “Metashift by Helpshift” which will offer in-app support for metaverse experiences, and in turn will offer another important source of feedback data that unitQ will analyze to help companies make product improvements. 

It was sheer bliss to once again return to a venue — without wearing a mask — like Peacekeeper for some proper networking and cocktails. Cheers to the appropriately titled ‘Peacekeeper’ signature drink — a mix of Serrano Tequila, Ginger, Pineapple and Lime is a knockout. If you get a chance to visit the venue, make sure to try it! 

Key highlights of the evening happy hour were the brief presentations by all three partners, including the welcome greeting by our own CEO Christian, and an engaging introduction to unitQ given by Anthony Heckman, unitQ’s Head of Business Development, who was arguably rocking the evening’s best “casual, but ready for biz” look. (Check out Anthony in the photo below Go Trojans!) 

As if the food, drinks and content weren’t enough, attendees were gifted with complimentary swag, like our eco-friendly, recycled cotton unitQ tote bags, Helpshift’s silver thermal mugs and take-home boxes of decadent chocolates. MMMMMM chocolate!




All things METAVERSE was a significant topic throughout the GDC conference, and as a nod to that, four lucky attendees each won a free pair of Oculus VR headsets to cap off the evening. 

Next up on unitQ’s GDC itinerary was our booth at the Moscone Center expo.

unitQ’s bold, game-centric booth design was a standout in its category. Attendees were drawn to the colors and simple, easy to understand tagline. 

Color me biased, but our swag game, including branded tees and fly-swatters (because unitQ helps teams detect and squash 👾bugs of course) scored big points with attendees. No need to fret if you missed your chance to speak to our team, or grab some stickers, a bug squasher or a shirt. You can reach out and set up time to chat here.

We spent three days talking to hundreds of attendees representing every facet of the gaming sector. We hosted a solid number of demos for reps from small indie gaming studios to large, enterprise brands.

Whether you got a chance to visit us at GDC, the mobile-game industry is one of the most disruptive, iterative industries in tech. And it’s our goal to leave you with the message that support, product and dev teams no longer have to fly blind. unitQ is building a real-time solution for organizations to stay on top of product quality across all platforms, languages, and regions. We provide game brands with a platform to listen to signals from their user base, and we’re ready to arm you with actionable insights to build a better user experience both immediately and into the future.

Couldn’t attend GDC this year to see our demo? We got you covered. Book a personalized demo with our team.

Categories
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.

Categories
News

unitQ partners with Amazon Web Services: Together improving product quality via the AWS Marketplace

Today we are thrilled to announce that unitQ is now listed on the Amazon Web Services (AWS) Marketplace and continuing to invest in AWS programs that benefit our customers and partners! 

This news will enable millions of active customers who rely on AWS Marketplace to seamlessly harness the power of the unitQ Monitor and incorporate user feedback into their product decisions like never before. 

Working with AWS, directly highlights the importance of product quality for today’s leading companies. All too often, teams lack a window into their product quality because the data they need is siloed across disparate channels. Our unitQ Monitor, an AI-enabled platform, flips this reality on its head and consolidates feedback across private and public channels classifying them into over 500 granular categories, called Quality Monitors. 

Now AWS Marketplace users can streamline procurement to quickly launch our unitQ software to provide their teams – from support, to engineering, to product, and beyond – a new level of quantitative insights that identify, prioritize, and fix issues faster. This will make procurement especially easier for our customers who are already buying apps integrated with unitQ from the AWS Marketplace, including Zendesk, Helpshift, and Talkdesk.

Household names like Spotify, Pandora, and Klarna are utilizing the unitQ Monitor and on average customers improve their product quality by 20% in the first 30 days of having access to this real-time and impactful data. 

Here are some of the benefits that unitQ will provide users on the AWS Marketplace:

  • Companies can now detect, troubleshoot, and fix urgent issues faster than ever
  • Incorporate crucial user feedback into product decisions
  • Consolidate feedback from all feedback channels into a central repository
  • Stay on top of product quality with real-time alerts of new and trending bugs and quality-related issues reported in any language, device, or platform.
  • Send user reviews, product issues, or quality trends to specific teams in your organization via Slack, Jira, or PagerDuty, making it easy to monitor what users are saying about your game or product in real-time.
  • Automatic translation from 70+ languages
  • Feedback enriched with metadata engineering need to reproduce and fix issues

Today’s also marks our recognition of being a candidate for AWS Independent Software Vendor (ISV) Accelerate Program. This program will further connect unitQ to the AWS Sales organization, creating new opportunities for improved product quality to so many teams. unitQ is also pursuing additional AWS programs to benefit customers, including working on AWS Competencies.

Product quality directly impacts usage and revenue and at unitQ we’re working on building deeper integrations, like this one, to empower teams everywhere to improve product quality and create the best user experience possible. For more information about the integration, visit the unitQ on AWS page. We can’t wait to see what’s next!

Categories
Industry

Network with unitQ, Helpshift and Kustomer at our GDC happy hour

Are you game for some happy hour networking during the Game Developers Conference in San Francisco?

unitQ, along with partner Helpshift and Kustomer, are hosting a VIP networking mixer — Happy Players Happy Hour — at GDC in San Francisco. 

The event is from 5:00-8:30pm PDT on March 22 at  Peacekeeper, 925 Bush Street, San Francisco. Space is limited so RSVP today.

Expect fun surprises while you savor legendary drinks and hors d’oeuvres compliments of the hosts in a chic, airy venue with a retractable roof.

And if free food and drinks aren’t enough, we’ve also got a rock-solid lineup of leaders who will discuss innovations in customer retention for everyone in product, support, engineering and the C-suite. You can network with them, learn about the future of support, get pumped for the Metaverse, and discover how brands are satisfying users, driving retention, and increasing revenue at scale. 

Talks are scheduled from Christian Wiklund, CEO of unitQ; Anthony Heckman, Head of Business Development at unitQ; Erik Ashby, Head of Product at Helpshift; and Kurt Schulte, Global Partner Manager at Kustomer.

Kustomer offers an awesome CRM platform for customer service. Helpshift delivers a leading, in-app, mobile-first customer service platform. unitQ is a consolidated, searchable platform for user feedback that extracts data-driven insights from what users are saying so organizations can increase product quality.

If great food, out-of-this-world drinks and actionable discourse from business insiders isn’t enough, you might want to attend for a chance to win one of several Oculus VR headsets that will be given away.

Game Developer Conference attendance is not required for this happy hour. Don’t forget it’s free, too, as in Free Beer. 

unitQ is also a sponsor of this year’s GDC, which runs from March 21-25 in San Francisco. We are excited to showcase the unitQ platform to more gaming brands to help them make their user experiences even better. unitQ is a game-changer when it comes to quantifying and acting on the voice of the player.

Categories
Industry

Learn to boost player satisfaction with unitQ during the Game Developers Conference (GDC)

unitQ is thrilled to be a sponsor at this year’s Game Developers Conference (GDC) in San Francisco from March 21-25. We are excited to showcase the unitQ platform to more gaming brands to help them make their user experiences even better. unitQ is a game changer when it comes to quantifying and acting on the voice of the player.

In the highly competitive world of gaming, the user experience has got to be top notch to keep players happy and engaged. If there is a disparity around a game’s design and what players actually experience, that disparity is what unitQ calls a “quality issue.” The best resource for identifying quality issues, bugs and errors are the end-users’ actual feedback. 

However, studios face big hurdles with user feedback living on so many different channels. What’s more, developers can lose precious time gathering high volumes of customer feedback from disparate channels, or having to do manual analysis of support ticket tags for quantitative insights to review and improve the app experience.

With unitQ, it’s game over for those challenges.

User feedback is the secret sauce to uncover insights to elevate game quality

unitQ’s AI-platform offers developers a single repository for user feedback. This feedback is ingested from all kinds of public channels (like social media, reddit, app stores) and private channels (like Zendesk, Helpshift and Intercom). unitQ automatically buckets these customer voices into hundreds of granular categories, then alerts to issues and visualizes feedback trends over time. By embracing unitQ, companies acquire the knowledge on what issues need to be fixed immediately. At the same time, they can incorporate crucial user feedback into product roadmaps more systematically.

When and Where to Connect with unitQ at GDC

Party with unitQ and friends! From 5:00 – 8:30pm PDT on Tuesday March 22nd, join fellow leaders in CX, product and engineering at San Francisco’s Peacekeeper. The networking event is hosted by unitQ, Helpshift, and Kustomer — three brands innovating in CS, CX and product quality in the mobile world. Enjoy complimentary cocktails and hors d’oeuvres, and win fantastic prizes like the Oculus Quest 2 headset! RSVP HERE

Booth #P1833: Meet the unitQ team and see the platform in action. You can also meet a rep from our newly announced strategic partner, Helpshift, between 10am-6pm on Wednesday, March 23.

Rather not wait until GDC? Schedule a time with our product specialists before the event here. With unitQ, you can dramatically improve product quality and  increase app store ratings and customer sentiment. All the while, you’ll reduce the number of support tickets and decrease the time to fix issues near-and-dear to your customers.

Categories
News

unitQ + Helpshift integration: Harness user feedback data to drive product quality and customer experience

Today we’re excited to share that unitQ is partnering with Helpshift, a premier in-app customer self-service platform for many of the world’s top mobile apps and games. 

With Helpshift’s in-app support and unitQ’s product quality monitoring solutions, customers now have the insights and data they need to quickly identify, quantify, and fix the most impactful quality issues across all sources, languages, platforms, and devices. This integration gives teams the power to turn quantitative user feedback from Helpshift and other feedback channels into actionable insights, helping companies improve their product quality, reduce churn, boost star ratings, and build great app experiences.

unitQ Monitor, our AI-enabled platform, consolidates feedback across multiple private and public channels – from Helpshift to Twitter, the Google Play Store to Stella Connect, classifying them into over 500 granular categories, which we call Quality Monitors, giving teams the data they need to make data-driven decisions about customer experience, engineering prioritizations, support allocations, and more. This is why category-leading brands like AppLovin, Chime, and Spotify utilize our monitoring platform to enhance their product’s quality and experience.

Helpshift + unitQ Benefits: Listen to what app-users are saying about your app in real-time

  • Consolidate feedback from Helpshift Issues and other feedback channels into a central repository, and use ML to help detect and troubleshoot the most impactful quality issues faster
  • Stay on top of product quality with real-time alerts of new and trending bugs and quality-related issues reported in any language, device, or platform.
  • Send user reviews, product issues, or quality trends to specific teams in your organization via Slack, Jira, or PagerDuty, making it easy to monitor what users are saying about your game or product in real-time.

Helpshift works with some of the largest mobile apps and games around the globe, serving billions of support interactions monthly. This new Helpshift and unitQ integration provides a window into product quality like never before and will allow customers to be proactive, resolve issues faster, and ultimately improve customer experience. 

To learn more about the unitQ and Helpshift integration book a demo here

Read the Helpshift blog about integration

Join unitQ and Helpshift at GDC! Visit us at booth #P1833 to get a demo of our solutions. Register today for Happy Player Happy Hour on Tuesday March 22 from 5PM – 8:30PM at Peacekeeper.