Tackling real-world CX pain points: How unitQ empowers support teams
At the CXBFSI East 2024 conference, business leaders from across industries gathered last week to discuss the key challenges they face in delivering exceptional customer experiences (CX) and managing customer support operations. unitQ facilitated a think tank and workshop where leaders discussed these challenges, and explored how AI-powered solutions like unitQ can transform customer support teams by turning user feedback into actionable insights.
Here are some of the key challenges facing CX and support teams — in their own words written on white boards published below — and how unitQ’s customer feedback analytics platform addresses them to drive operational excellence.
Learn more how unitQ also powers engineering, product and leadership teams to excellence.
Challenges aggregating, prioritizing user feedback
CX and support leaders face the overwhelming challenge of managing feedback that comes in from various formats—voice, text, structured, and unstructured data. This results in scattered, noisy data that’s difficult to prioritize and act upon. Key concerns included:
Customer data is fragmented, making it hard to derive actionable insights.
Data silos between departments slow down decision-making.
Conflicting priorities across teams, making it hard to align on what issues to address first.
Balancing priorities between quick fixes and long-term solutions, while managing cost and impact on user experience.
Challenges gaining end-to-end view of customer feedback
CX and support teams shared their difficulties in gaining a complete view of customer interactions across touch points, which leads to inefficiencies and missed opportunities for improvement:
No visibility into true end-to-end customer journeys, especially across digital and non-digital interactions.
Decentralized data across internal teams, making it difficult to aggregate customer feedback in one place.
Subjectivity and bias in data interpretation that can distort decision-making and delay action.
Lack of transparency into non-digital interactions, such as those from call centers or in-person communications.
Challenges adopting AI solutions in support operations
Although AI has immense potential to improve customer support, many businesses struggle to adopt these tools quickly and effectively. CX and support leaders cited the following hurdles:
Difficulty balancing AI-driven initiatives with everyday support needs.
Lack of internal expertise to adopt AI-first solutions.
Relying on third-party vendors while struggling to justify ROI.
Data quality concerns leading to doubts about the reliability of AI insights.
How unitQ powers CX excellence
Customer support is a critical component of the customer experience (CX) that can define whether a business thrives or falters. The support journey plays a vital role in the broader buying experience, influencing acquisition, retention and loyalty across every customer touchpoint. For CX professionals, the challenge is clear: delivering a world-class customer service experience while optimizing every stage of the customer journey to meet ever-evolving customer expectations isn’t possible without large scale analysis of customer data using AI.
unitQ is designed to elevate the customer service experience, empowering CX leaders with cutting-edge tools to transform customer feedback into actionable insights that drive improvement across every customer interaction. From two-way tagging to skills-based routing to aggregating unstructured data from call center transcripts, unitQ revolutionizes how customer support teams operate, ensuring that customers receive the proactive, personalized support they demand.
Here is how unitQ solves the real-world challenges CX leaders broached with us at the CXBFSI East 2024 conference:
Two-way tagging and skill-based routing: enhancing support efficiency
AI-powered routing: unitQ’s advanced AI support routing automatically categorizes support tickets, ensuring that no issue slips through the cracks unclassified. Whether through phone call, email, chat or social media interactions, every ticket is synthesized, categorized, auto-tagged and routed to the right team based on expertise and skills, reducing response times and enhancing issue resolution.
AI-powered disposition tagging: unitQ helps save agents time by auto-tagging cases with their associated disposition using AI classification to help categorize call outcomes in half the time.
Standardized support taxonomy: unitQ maintains a consistent taxonomy across all customer touch points, making data analysis accurate and scalable across the entire organization.
Aggregating insights from call center transcripts: gaining real-time intelligence
Support transcription services: With unitQ, feedback from call center transcripts, chatbots and customer surveys is automatically transcribed and analyzed, providing real-time insights into customer pain points and opportunities for improvement.
Actionable insights: Whether identifying recurring issues or monitoring customer sentiment, unitQ’s AI-driven analysis helps CX professionals stay ahead of the curve, preventing minor issues from becoming major problems by identifying them at scale in transcripts.
Segmented insights: unitQ provides filters to investigate recurring issues by geography, device or user type, giving detailed context for more effective troubleshooting.
Proactive escalation and incident management
Automated alerts: Critical customer issues are identified in real-time, triggering automatic alerts to ensure timely escalation and resolution. CX leaders can rely on unitQ to keep track of high-priority concerns, ensuring that incidents are addressed before they escalate into larger support problems.
Proactive responses: unitQ enables support teams to address issues before they affect large groups of users, ensuring a more controlled and proactive approach to customer experience management.
Collaborative resolution: Cross-functional teams like product, engineering and CX can collaborate more effectively, with unitQ facilitating the seamless flow of information and ensuring that issues are resolved faster and more efficiently.
Optimizing customer satisfaction and retention
CSAT and NPS integration: By linking real-time feedback with key performance metrics like CSAT and NPS, unitQ provides CX teams with a comprehensive view of how support efforts impact overall customer satisfaction — ensuring that every action is data-driven, helping to improve service delivery and fostering customer loyalty.
Personalized follow-up: unitQ’s feedback insights allow support leaders to tailor resolution strategies based on individual customer interactions, enhancing relationships and customer retention.
Churn prediction: With advanced predictive analytics, unitQ helps CX teams identify at-risk customers, enabling proactive engagement to prevent churn and improve retention efforts.
Automated reporting and real-time feedback aggregation
Automated workflow integration: unitQ natively integrates with leading customer support and contact center solutions to automate key workflows in the systems agents already use.
Data-driven decisions: unitQ provides CX leaders with the most accurate, up-to-date reports and insights, enabling them to make informed, data-driven decisions that improve service efficiency and customer satisfaction.
Customizable reporting: unitQ reports and dashboards make it easy to deliver detailed reports tailored to the needs of CX professionals — from executive-level insights to granular, department-specific feedback for faster action and streamlined communication.
A strategic CX advantage: From acquisition to retention
Customer experience isn’t just about solving issues; it’s about understanding every interaction as part of the larger buying journey. From acquisition to retention, unitQ helps CX teams build world-class support experiences, turning every interaction into an opportunity for growth. By aggregating customer feedback and enabling proactive issue resolution with automated workflows, unitQ empowers organizations to deliver exceptional service that drives loyalty, reduces churn and enhances brand reputation.
At the CXBFSI East 2024 conference, the takeaway was clear: With unitQ, CX and support teams can seamlessly adopt AI, unify customer data and turn noisy feedback into valuable insights that lead to better customer outcomes.
About unitQ
unitQ revolutionizes how product builders, engineers, support leaders and team members understand feedback in real time to build superior products, fix bugs faster and resolve support issues at scale. With unitQ’s customer feedback platform, you can discover quality issues at the same time as your users; know what product launches, releases or evergreen features are causing the most bugs or support tickets; or drill into the root causes of these issues by source, platform, device, customer segment and more.
unitQ AI centralizes feedback from all feedback sources and automatically groups it into thousands of granular categories to help organizations discover what matters most to users — all in real time. Customer-centric companies like Spotify, Bumble, Pinterest, DailyPay and Zendesk rely on unitQ for actionable insights to drive growth, reduce churn and build brand loyalty.
Want to see how your organization compares to others? Get your free unitQ Score or book a unitQ demo today!
David Kravets is Senior Content Marketing Manager at unitQ.
