unitQ spotlight: Ciara Courtney of Udemy
Udemy is a global destination for online learning, empowering organizations and individuals with flexible and effective skill development.
Katie Hurley, Vice President of Marketing at unitQ, recently spoke with Ciara Courtney to learn more about her role and use of unitQ at Udemy, where she is a Senior Project Coordinator.
A transcription of their discussion, edited for clarity and length, follows:
Katie: Tell me about your role, what you do at Udemy, and what Udemy does as a company?
Ciara: I'm a Project Coordinator at Udemy. Udemy is an online learning platform, online teaching platform. We also have a business platform which allows for companies to have our learning platform embedded in their own systems. We're centering around moving the Voice-of-the-Customer Program to the forefront and trying to engage and really understand our customers and customer feedback. unitQ has been integral in making sure that we're able to do that.
Katie: So can you tell us a little bit about how unitQ changed your relationship with real-time customer feedback software?
Ciara: So we obviously have our own taxonomy of issue types that our users write into us about, whether that be learner or instructor, and we categorize them from a first-category point of view and a second-category point of view. But sometimes we can't anticipate every type of issue that might come through. Having that third layer of the taxonomy, what I call the tertiary-type of issue that unitQ identifies for us, allows us to be really granular in what the issue type is so that we can be really specific to our Product and Engineering Team to what exactly that issue is.
Katie: What’s the before unitQ and after unitQ state?
Ciara: Generally, before we would just get survey feedback from users, and that can be really informative and really constructive. But also it can be quite one sided where folks are simply filling out feedback when maybe they're not exactly delighted with the product or service. And so with unitQ being able to identify the sentiment of the user from the get go, it really helps us showcase this both to our Product Development teams, but also to our Customer Service Support Team — and being able to identify trends there and showcasing the differences between what may be considered positive sentiment and negative sentiment.
From surveys to sentiment
Katie: Yeah, sentiment is definitely huge, right?
Ciara: I would say signaling user sentiment in support tickets for particular pain points has been particularly useful since we added unitQ. It is a good way to showcase how impactful an issue can have on users, whether this is an ongoing pain point or isolated incident.
We want to understand how sentiment is trending for each of the products and services that we support so that we can act accordingly and make any changes that customers are suggesting with their feedback — whether that be from app reviews or Twitter comments or our support channels and more.
Katie: Can you share a success story where unitQ helped you identify a critical issue and resolve it quickly?
Ciara: The alerting system is something I’d like to highlight here. Being able to identify the difference between an FAQ from a user versus an isolated issue relating to a product is something alerts can help us identify. In one case, unitQ identified an issue relating to translations of a course certificate, which was new and had never before been seen on our platform. unitQ helped us identify this issue so that we could work together with our Engineering Department to quickly get it addressed in an upcoming sprint. This alert was shared via slack and to our unitQ homepage as a trending Quality Monitor.
Katie: If you were to look at the unitQ platform holistically, what types of features have helped you improve your business flows and product quality overall?
Ciara: So there's definitely a couple. It’s been great to be able to identify what queries are coming through and assign these to the correct and most productive agents for better support tagging.
In particular, I like how unitQ shows a percentage change based on the selected timeframe. This allows us to see changes in volume of feedback pre and post a product launch for example, which is particularly useful. The Charts & Dashboards feature was something we were looking forward to the most going into H2 2022, and the launch of these had made it easy for us to storytell with data from our Support channels to our Product and Engineering teams. Showing not just our top pain points in relation to volume, but the filtering within Charts has also allowed us to showcase other insightful data points such as sentiment and how it breaks down by channel.
Katie: unitQ is very much an AI-first product. How are you using unitQ AI Summarization?
Ciara: unitQ AI summarization is great as it helps us codify tickets in a matter of minutes, whereas it may have taken a day or two to get that information prior to unitQ.
Katie: What teams are able to leverage unitQ?
Ciara: So at the moment, our customer operations team is using it regularly and we’re driving greater adoption with our engineering team. Engineers leverage unitQ to resolve user issues faster, program and project managers are leveraging it to drive product changes, and our mobile team is interested in utilizing unitQ to make sense of app reviews to see how many people are sharing reviews, whether they're positive or negative, and acting upon these accordingly. We definitely see an increase in the usage of unitQ across a number of different teams, not just support, which is great to see.
Katie: Can you tell me a little bit about what quality means to you? It's something that unitQ cares deeply about.
Ciara: I think quality means everything to us at Udemy and we’re able to make updates to our product by listening to user feedback. Not every product can be perfect, but we want to be as close to perfect as we can be. However, the most important thing with regards to quality is consistency and if we're listening to our users and making changes to our product based on their feedback consistently, I think that’s a huge step forward.
Katie: That's great. Well, it's been so wonderful speaking with you. I love how big of a fan you are of unitQ. And we're really excited to see how Udemy continues to use it, thank you so much, Ciara. It's been a pleasure chatting with you again.
Ciara: Yeah. You too. Thank you so much.
About unitQ
As the leading Quality Automation platform, unitQ empowers companies with AI-powered, 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 and HelloFresh rely on unitQ to drive growth, reduce churn and build brand loyalty.
With unitQ customer feedback software, including unitQ GPT, 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.
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David Kravets is Senior Content Marketing Manager at unitQ
