unitQ turns multi-channel support feedback into strategic growth opportunities
Delivering a superior customer experience is a competitive necessity. Companies need to meet their customers where they communicate across every support channel — whether that be phone, chat, email or indirect ones like social media direct messages (DMs) or review sites. Yet, these vital customer touch points often remain siloed, limiting their potential to drive meaningful change to influence an organizations’ CX strategy. This is where unitQ comes in.
Unlock the power of support feedback integrations
unitQ natively integrates with a long list of leading customer support platforms, ensuring companies can capture and analyze customer feedback regardless of how it reaches them. Our growing roster of contact center and support technology integrations includes:
Ada
Freshchat
Freshdesk
Helpshift
Help Scout
Kustomer
Salesforce
ServiceNow
Zendesk
Zoho Desk
While the focus here is on support interactions, unitQ’s capabilities go far beyond to provide a holistic picture of what your customers are saying and doing across all channels. Whether feedback is shared across surveys, social media, app store reviews or other channels, unitQ’s AI ensures companies have a real-time, unified and actionable view of their customer experience footprint.
Your most important support interactions
Each interaction with your customer — whether it’s through a conversation with a chatbot, a ticket submitted through Zendesk, or feedback shared via a live agent support call — contains valuable information about their needs, frustrations and preferences. However, without a unified approach to analyzing this feedback, companies risk missing trends and patterns that could inform product improvements, reduce churn and improve customer satisfaction.
unitQ’s support integration capabilities allow organizations to:
Aggregate feedback from all channels: Break down silos by collecting feedback from multiple sources into one unified dashboard.
Analyze for actionable insights: Leverage AI-powered analytics to identify recurring issues, feature requests and other trends hidden in support data.
Prioritize for success: Streamline product fixes, updates and enhancements that align with customer needs.
Real-Time transcription and analysis
unitQ also helps consolidate your investments in contact center automation software by delivering real-time transcription and analysis of call center recordings, conversation bot interactions, customer surveys and more. This capability ensures that companies can:
Instantly capture and process feedback: Automatically transcribe customer calls and bot conversations, converting them into structured data for analysis.
Identify sentiment and trends: Use advanced AI to detect customer sentiment, uncover recurring issues, and spot emerging trends across all feedback channels.
Quickly reduce the time from feedback collection to actionable insight: Enable teams to address and prioritize issues before they escalate.
Real-World applications of unitQ support integrations
1. Improving onboarding for fintech
A fintech company using Zendesk to manage support tickets can rely on unitQ to identify recurring issues in customer feedback. For example, the integration may uncover that users are frequently frustrated by a particular step in the onboarding process. Armed with this insight, the company can streamline onboarding, improving customer satisfaction and reducing friction.
2. Reducing churn for online marketplaces
An online marketplace leveraging Freshdesk can use unitQ to analyze customer interactions and detect patterns in negative feedback. For instance, if numerous users cite a lack of seller response times as a reason for dissatisfaction, the marketplace can prioritize initiatives to improve seller communication tools, ultimately enhancing the overall user experience and retention.
3. Overhauling payout processes for gambling apps
A gambling app using Helpshift to manage chatbot interactions can benefit from unitQ by identifying sentiment trends in user feedback. If the integration reveals consistent complaints about slow payout processing, the company can address the issue, reducing support requests and improving trust among its user base before moving to another betting platform.
The unitQ difference
What sets unitQ apart is its ability to connect the dots between various support systems and deliver insights in real-time. Our integrations are designed to be plug-and-play, ensuring minimal disruption to your workflows and maximum impact on your business outcomes. Plus, unitQ’s AI ensures that feedback from all customer feedback channels is equally valued and actionable.
When you’re ready to move beyond surface-level feedback and turn every customer interaction into an opportunity for growth, unitQ is here to make it happen. With our powerful integrations across today’s most popular support platforms and beyond, you’ll gain the clarity and confidence to act on what your users need — when they need it.
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 languages — and automatically groups it into thousands of granular categories to help organizations discover what matters most to users 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.
