Turning user feedback data into customer experience success
The goal of Product Operations is to deliver product excellence with efficiency. But it’s a tall order to build a great product while also optimizing the product life-cycle, reducing quality issues, and delighting users. There’s much more to it than that, of course, so every action you take and the internal relationship you build has to contribute to better products and higher user satisfaction.
Product Ops is a unique and wide-ranging role that interfaces with Product, Engineering, Sales, Marketing, Product Management, Customer Success, and Quality, while also impacting budgets, resource utilization, organizational alignment, and much more. An effective Product Ops team optimizes this entire continuum by improving communications and collaboration, finding efficiencies, and aligning everyone on what’s best for the product, users, and company.
To be effective, Product Ops needs comprehensive, unbiased, and indisputable data to guide actions and quantify decisions. The key is user feedback.
The Value of User Feedback for Product Ops
User feedback guides product teams to shape product solutions so it’s important to keep an eye on what users say as you work to streamline internal processes, find efficiencies, and steer product direction. That’s increasingly difficult as your apps span platforms, languages, and versions. It all adds enormous complexity blocking the product insights you need to excel in your role.
Gathering data is only the beginning. You then need to determine the true issues, categorize and prioritize the most important, and then influence each team to adjust and act accordingly. And, you have to overcome any internal biases with clear, convincing, and quantifiable arguments based on what has the most impact on users.
The best way to accomplish this is with user feedback data, which is typically limited to internal support tickets, surveys, bug tracking, and usage data. However, these sources are disconnected and incomplete, leading to manual aggregation and coalition that invites inaccuracies and indecision. And, you’re still missing most of the user feedback picture.
The best source of user feedback data comes from external reviews on the App Store, Google Play Store, social platforms, and other channels. That data is challenging to source and it contains an overwhelming amount of noise that drowns out the valuable signals locked within. Eliminating that noise then requires a huge manual effort before you can identify the sentiment and categorize the issues. That becomes a nearly impossible task as volumes grow, feedback comes in multiple languages, and data crosses products, platforms, and versions.
Combining Internal and External User Feedback Data
To effectively quantify product issues and influence the business, Product Ops needs user feedback data that’s easily accessible, complete, current, accurate, and actionable. That means combining internal Zendesk support tickets, Jira bug issues, and product log data with external data from App Store and Google Play Store reviews, and Twitter, Reddit, and other social media streams. The aggregation of user feedback from all these sources provide the most quantifiable insights to overcome internal resistance and champion your ultimate goals.
Here are just a few areas where comprehensive user feedback data helps Product Ops:
Drive Product Ops with User Feedback Data
Only comprehensive user feedback data can give you an accurate view of what your users truly want. But that’s a lot of data, from many channels across the globe, and with huge amounts of noise blocking the valuable signals. Gathering and analyzing it yourself isn’t practical. Instead, you need a platform designed to gather user feedback data from internal support tools and external public channels, and then focus specifically on quantifying, prioritizing, and tracking issues that impact your business.
unitQ Monitor continuously captures user feedback data from popular, global channels, like the App Store, Google Play Store, social channels, and others. It translates over 100 languages for comprehensive coverage, then intelligently eliminates noise, identifies issues and sentiment, and provides real-time dashboards and reporting. It also integrates with your internal tools, like Zendesk, Slack, PagerDuty, and Jira, to add support ticket data and help you quickly act where it’s most valuable.
“It used to take us so much time to identify and quantify issues. unitQ has really improved the workflow between our QA and Product teams, because we now have all the user feedback data we need to make decisions in real-time.” – Head of QA at LOVOO
With definitive insights and guidance distilled from user feedback data, Product Ops is empowered with:
Comprehensive insights across internal and external feedback sources to surface the most pressing product issues based on scope, impact, and business value.
Automated and intelligent identification of real-time quality issues to surface and fix issues in minutes instead of weeks.
Actionable yet granular insights to provide indisputable reporting and prioritizations along with the detailed data to develop effective action plans.
Quantifiable insights to share, prioritize, and build consensus and collaboration across teams so the most impactful issues are recognized without debate and get fixed first.
To learn more
With unitQ Monitor, Product Ops finally has the insights and quantified facts to confidently build a strategy that increases user satisfaction while influencing internal teams, guiding product directions, and supporting growth. Get started for a free trial or request a demo and we’ll show you how it works.
