The importance of real-time multilingual user feedback analysis in your data stack
unitQ was built out of a necessity that our founders, Christian Wiklund and Niklas Lindstrom, encountered in their previous startup — social media app Skout. Their customers in Poland were experiencing login issues, but the team wasn’t aware of the customer feedback about the issue on the Google Play Store because it was in Polish. This language barrier, and the inability of Skout’s observability system to catch the issue, highlighted a significant gap in their ability to provide a consistent user experience across different regions. They needed a platform dedicated to making user feedback truly universal and actionable — regardless of their users’ language.
“We had no tools or processes in place that could’ve helped us understand the potential impact of this bug, and the reality is most companies are in a similar situation,” Christian recently told VentureBeat.
This challenge inspired the creation of unitQ. Our proprietary AI-powered user feedback analytics platform deciphers user feedback in real-time across more than 100 languages and from all customer feedback sources, enabling businesses to quickly identify and address issues no matter where their users are located or what languages they speak.
Why multilingual user feedback matters
User feedback is a treasure trove of insights that can drive product improvements and enhance customer satisfaction. That’s why every organization’s observability stack requires human, customer feedback.
Interpreting and acting on feedback in various languages can be challenging without unitQ and agentQ, the world’s first AI for customer insights to improve the quality of your products, services and experiences.
Real-time multilingual feedback analysis is crucial for several reasons:
Market expansion: Understanding feedback from different linguistic backgrounds helps businesses expand into new markets, breaking language barriers while always listening to the voice of the customer.
Prompt issue detection: Catching problems as they arise allows for immediate resolution, preventing minor issues from escalating into major frustrations.
Global user satisfaction: Addressing feedback from users in their native languages ensures that all users feel heard and valued, regardless of their location.
Consistent user experience: Identifying and fixing issues specific to certain languages or regions helps maintain a consistent and high-quality experience for all users.
Examples of multilingual feedback analysis
To understand the impact of real-time multilingual feedback analysis, let's consider a few scenarios that observability tools won’t likely discover:
Example 1: Password reset issues
Suppose your password reset link works flawlessly in English but fails for users accessing it in Japanese. Without a system that analyzes feedback in both languages, this problem might go unnoticed. unitQ's platform can detect this issue from Japanese user feedback, enabling your team to fix the link promptly and ensure all users can reset their passwords without hassle.
Example 2: Payment gateway failures
A user in France might report a problem with their payment not going through, while users in other regions are unaffected. By analyzing feedback in French, unitQ can identify this regional issue. This insight allows your team to investigate and resolve the problem, ensuring a smooth payment process for all users.
Example 3: UI/UX inconsistencies
UI/UX inconsistencies can vary across different language versions of your app. For instance, a button might be well-placed and functional in the English version but misaligned in the Chinese version. unitQ's multilingual feedback analysis can pinpoint these discrepancies, ensuring a uniform and high-quality user experience across all languages.
Example 4: Customer support challenges
Consider a scenario where English-speaking users report excellent customer support experiences, but German-speaking users express frustration over long response times. unitQ can analyze feedback in both languages, revealing that the German support team is understaffed and untrained. This insight helps you allocate resources effectively, improving customer support for all users.
Example 5: Feature requests and preferences
Different regions might have unique preferences and feature requests. For instance, users in Latin America might request a feature that enhances social sharing, while users in Asia might prioritize data privacy features. unitQ's real-time analysis helps you understand these diverse needs, enabling you to tailor your product development strategy to meet global user demands.
Catering to current customers, expanding globally
To thrive in a global market, companies must strike a balance between catering to their existing multilingual customer base and continuously expanding into new regions. Here's how unitQ can help:
Catering to current customers: By analyzing feedback in all languages, unitQ ensures that your current users receive the best possible experience. This fosters loyalty and satisfaction, as users feel their voices are heard and valued.
Expanding globally: unitQ's multilingual analysis capabilities allow you to understand and address the needs of users in new markets. This not only helps in localizing your product but also in building trust and credibility in new regions.
Listening to the Voice of the Customer: Continuous listening and acting on user feedback, regardless of language, ensures that your product evolves based on real user needs. This approach not only enhances user satisfaction but also drives innovation and growth.
How unitQ makes the difference
unitQ leverages advanced proprietary artificial intelligence, natural language processing and proprietary machine learning technologies to empower our customers to analyze user feedback in real time across more than 100 languages. This capability enables our customers to:
Identify issues early: Real-time detection of problems from multilingual feedback helps you address issues before they escalate, improving user satisfaction and retention.
Enhance product quality: Our platform ensures that all users, regardless of their language, receive the same high-quality experience with your product.
Build customer trust: By acting on feedback from users in their native languages, you show them that their input is valued, fostering trust and loyalty.
Expand global reach: Understanding and addressing the unique needs of users from different linguistic backgrounds enables you to expand your global presence and tap into new markets. We cannot stress this enough!
The ability to understand and act on user feedback in real time from multiple languages is crucial — especially in an era where businesses are increasingly global. unitQ's cutting-edge, AI-based Voice-of-the-Customer platform is designed to help organizations achieve this, ensuring that every user, no matter their language, has a seamless and satisfying experience with your products and services.
About unitQ
As the leading AI-powered Voice-of-the-Customer platform, unitQ empowers companies with actionable insights from user feedback to help them craft high-quality products, services and experiences. unitQ centralizes feedback from all sources and automatically groups it into thousands of granular categories to help organizations discover what matters most to users — all in real time. Category-leading companies like Spotify, Bumble, Pinterest, Udemy, CarGurus and HelloFresh rely on unitQ to drive growth, reduce churn and build brand loyalty.
With unitQ customer feedback software, including agentQ, organizations can discover quality issues at the same time as their users. Know what product launches, releases or evergreen features are causing the most bugs or support tickets. Drill into the root causes of these issues by source, platform, device, customer segment and more.
Want to see how your organization compares to others? Get your free unitQ Score or book a unitQ demo today!
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David Kravets is Senior Content Marketing Manager at unitQ.
