Why engineering teams rely on unitQ to turn user feedback into actionable insights
unitQ's AI-enabled quality monitoring platform offers many valuable benefits for engineering teams, providing key insights that help them improve their products, identify customer issues and optimize performance.
Engineering teams can rely on unitQ to turn qualitative user feedback into actionable insights that help companies improve product quality. unitQ's AI-enabled customer-feedback platform consolidates feedback into a central repository, automatically buckets it into granular categories and visualizes trends over time. unitQ helps engineering teams detect and fix urgent issues faster and incorporate crucial user feedback into product decisions.
Some key use cases and best practices for engineering teams include the following:
Bug and issue detection
unitQ analyzes user feedback and support tickets in real time, providing AI-powered insights to identify recurring bugs, software issues and performance problems. This empowers engineering teams to quantify user impact and thus prioritize and resolve these issues faster and more efficiently. Review issues by category to narrow down your investigation. Easily find all related support tickets and user reports with the product details you need to reproduce and pinpoint the source of the issues. unitQ supports dozens of integrations, including with GitHub Issues, Jira and Zendesk. Tickets in GitHub and Jira sync with unitQ while tags sync between Zendesk and unitQ.
Real world example: Global dating app LOVOO integrated unitQ with their Zendesk ticketing system in just 10 minutes, and filters their feedback in unitQ for specific device, language and platform metadata to pinpoint the source of quality issues. This complete view of their feedback and granular details helps accelerate prioritization, and also assists engineering teams find and fix issues faster.
Release management
unitQ helps you stay on top of your product releases in real time. Use it to monitor user feedback about new features as you roll them out, before they reach a wider audience. Quickly detect and react to new issues before they expand to more of your user base.
User feedback: The last mile of your monitoring stack
unitQ's AI-powered analytics and alerts can help engineering teams identify patterns of issues or anomalies in their products, which can be used to improve quality assurance processes and proactively catch issues before they reach customers. unitQ effectively extends your monitoring capabilities to track every aspect of your product, from the back-end services that power the experience all the way to the often forgotten last mile — the people using it. Every user who provides feedback is essentially an extended member of your quality team, so teams get more comprehensive monitoring.
Users test your product every day on every flavor of platform, OS, language, and more. Such a vast test matrix is nearly impossible to replicate internally. And because users discover 50% of user-impacting issues first, it's really welcome news that they help you keep an eye on quality. Real world example: HelloFresh uses unitQ to capture user feedback in several languages from internal and external channels, translate it into English and automatically categorize the data based on issue, sentiment and more. Then, using unitQ's integration with Slack, alerts are sent instantly to the right teams to triage issues and create data-driven prioritizations for engineering fixes, which they track in Jira.
Performance optimization
By analyzing user feedback and identifying areas where product performance is lagging or causing user dissatisfaction, unitQ can help engineering teams focus their optimization efforts on the most impactful areas.
Real-time, cross-platform analysis
unitQ enables you to see all your bugs and user issues in one place, whether they are trending or in the single digits. You can quickly assess their impact by region, release, platform and more — enabling engineering teams to identify and resolve platform-specific issues or discrepancies in the user experience in real time.
Collaborate with support teams
unitQ can facilitate better communication and collaboration between engineering and support teams by providing a shared understanding of customer issues and priorities, allowing both teams to work more effectively toward resolving problems and improving the product.
Real-world example: StyleSeat had a hard time managing all their feedback, as it was coming in from multiple sources; there was no single source of truth or ownership of the user feedback data. Too many departments — engineering, support, QA and product — were working in silos and not toward a common goal. StyleSeat uses unitQ to help teams find and fix product issues as they're being reported. unitQ pipes in user feedback from any support ticketing channel, review site, or language — all in real time.
Detect issues earlier, triage faster with real-time insights
Engineering teams resolve issues quickly to improve the quality of the user experience. Leverage AI-powered user insights to discover and fix critical bugs faster with all the data you need in one place.
Conclusion
By leveraging unitQ's AI-driven insights, engineering teams can make data-driven decisions, focus their efforts on high-impact improvements and ultimately deliver a better, more reliable product to their users.
About unitQ
With unitQ customer feedback software, 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. Drill into the root causes of these issues by source, platform, device, customer segment and more.
Our 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 and HelloFresh 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!
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Pete Bratach is Documentation Manager at unitQ
Editor's note: This is the first of an occasional series of columns about how unitQ is a must for CX, Product, Engineering, Marketing and other industry leaders.
