Best Practices

Reduce support ticket volume by fixing ongoing quality issues

Explore ways to reduce the burden on support teams. Invest in user support tools to reduce quality issues and improve support ticket management.

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.

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.