unitQ Review: Features, Integration and Pricing 2023
A product is only as good as the customers perceive it. That is why getting customers’ feedback on products and services becomes a crucial step in ensuring business growth. unitQ is a customer feedback analytics platform that helps companies measure their product quality and customer satisfaction in real time.
This company uses the power of AI and qualitative user feedback to identify issues with your products and understand customer sentiments. With this tool, you don’t have to sift through the internet for feedback and reviews but can have them all in one platform. This article reviews unitQ’s features, integrations, pricing, and terms.
unitQ Overview
unitQ is an AI-powered customer feedback analytics software that helps companies get insights into what users say about their products. Customers share their experiences and product reviews across different channels, including surveys, social, support, and usage. Companies can leverage this software to get a 360-view of user feedback from various sources in a single dashboard.
Christian Wiklund and Niklas Lindstrom founded unitQ in 2017, intending to empower engineering support, product management, and product operations teams. The software allows these teams to identify and fix quality issues that impact customer satisfaction. From user reactions to product launches, pinpointing high-impact bugs, and trending support issues, unitQ promises to be a complete customer feedback analytics solution.
unitQ has raised $30M in a series B funding round. The company’s CEO opined that this fund will support their innovative and research work on customer experience. The company also aims to focus on improving the product’s conversion cycles.
The software automatically tags and evaluates quality issues to provide a comprehensive view of product quality in real-time. As a product is only as good as what customers perceive, this may be why top leading companies are seeking the services of unitQ to understand how they can seek improvement.
- Established: 2017
- Founders: Christian Wiklund and Niklas Lindstrom
- Headquarters: California, United States
5 Core Features of unitQ
Expert Opinion
Rating: 4.4/5
unitQ is an analytics software that provides AI-powered insights from user feedback to help companies improve the quality of their products, services, and experience and drive overall business growth.
Instead of browsing through different channels gathering customer feedback, it’s a game-changer that unitQ filters out noise and allows us to access all of this feedback from a single platform. It also integrates amazingly with Slack, providing several options for insights visibility.
While we loved the real-time alerts that software provides, the company can consider providing options for users to adjust the sensitivity of the alerts. Occasionally, users may experience false alarms and noise cases, but it shouldn’t cause too much inconvenience. However, we hope the company works on improving its alert accuracy.
The good thing is the customer support provides round-the-clock service and listened to our feedback regarding this. However, for software that works toward helping companies leverage the benefits of user feedback, this was expected.
unitQ’s real-time monitoring and flags are commendable, as they allow the team to identify and investigate issues that may be reducing user experience immediately. This also aids our root cause analysis, as the insights generated by the AI summary pinpoint the potential cause of an issue. However, it took a bit of time to understand how some of the features of the software work.
The company can work on including video links on how to use each feature. For example, we struggled with using and understanding the proximity feature. It would also be great if the data visualization features were more standard and provided more substantial information. Though, this isn’t something we find to be a hindrance to regular use.
Overall, unitQ is a valuable tool that can help drive business growth, as it provides an easy-to-use source of truth: user feedback. Its ability to integrate seamlessly with existing software development workflows is also a bonus.
unitQ Notable Features
unitQ has numerous features businesses can leverage to get better feedback from customers. However, we have Here are the unitQ features that stood out the most:
1. User feedback visualization
unitQ stays true to the notion that a picture is worth a thousand words and designed a system that helps companies visualize customer experience and feedback data. With unitQ charts and dashboards, customer feedback is consolidated into a single source of truth, giving you a detailed user feedback perspective. These visualizations are also customizable to match changes in how the company delivers its services.
With relevant charts, Product, Engineering, and CX teams can quickly build presentations that visualize feedback trends. Through this, you can leverage advanced filters to identify emerging patterns. Exporting this data can help you dive deeper into user segments, products, and regions.
For example, you can use unitQ to create charts for KPIs assessment to discover why a product may be receiving low star ratings or why there’s a sudden spike in customer reviews at a given time.
Dashboards also provide visual analytics advantages as they comprise a series of charts in one scrollable page and can be shared across different departments or users. With the unitQ dashboard, you can monitor product sentiments, release performance, and more.
2. ML-Enabled Impact Analysis
For businesses, the voice of the customer can be a source of truth for a product’s quality. This is why unitQ incorporated machine learning-enabled monitors into their system to help engineering and product teams resolve concerns that may impact customer experience. With the unitQ monitor feature, you can understand the impact of fixing product quality issues on different aspects of the company.
unitQ Impact Analysis automatically displays user-generated issues or quality monitors that will significantly impact a product’s quality if fixed. It also provides insights into the impacts resolving an issue may have on relevant KPIs, such as support tickets, brand sentiments, and one-star reviews. This can guide an organization toward making informed and strategic business decisions.
For example, unitQ’s Impact Analysis can determine that a music streaming application receives a one-star rating on iOS because it forcibly stops playing and closes when playing in vehicles. It can also show that the streaming app would have fewer one-star ratings if this issue were nonexistent. With this information, resolving the issue, improving the ratings, and reducing churn can be much easier.
3. unitQ Scores
You can measure user experience in real-time using the unitQ scores. This feature is designed to help ensure your business offering has a top quality that exceeds customers’ expectations. The unitQ Scores signifies the percentage of your customers reporting a frictionless experience.
Users constantly share valuable feedback on their customer experience on several platforms, including help desk tickets, surveys, review sites, and social media. unitQ Scores centralizes this feedback from different sources and segments it into several granular categories. This allows you to understand what matters the most to users regarding product quality.
With unitQ Scores, you can measure your product quality against similar companies in the industry based on reviews and ratings on Apple App Store and Google Play Store. A score closer to 100 means the product has few quality issues, and users enjoy using it. You can boost this score using the Impact Analysis tool to understand and fix customer-surfaced issues.
4. AI-Powered Alerts
You don’t have to miss out on important information with unitQ AI-powered alerts. As 80% of consumers switch to a competitor brand because of bad experience, staying ahead of the competition with timely updates is essential. unitQ’s real-time monitoring software sends alerts to communication channels, like Slack and PagerDuty, so you don’t miss out on high-impact issues.
Acting on these issues immediately can help reduce churn and increase customer satisfaction. With this feature, you get notifications for items like issues in a new update or bugs in an application. Anomaly Alerts uses machine learning to instigate a trigger when the system senses an abnormal feedback volume spike.
You can leverage this feature for situations that may impact customer experience. For example, you can use Anomaly Alert to monitor customer sentiments when you suddenly stop a seasonal trend. Over time, unitQ Monitor observes your product behavior and sends an alert when a true anomaly occurs, not ordinary user feedback variations.
unitQ Integration
unitQ integrates seamlessly with several tools and automatically analyzes voice, text, and visual user feedback from several sources. Its integration lets you quickly centralize private and public feedback in one place. Zendesk and unitQ integration can help drive product quality, improve user experience, and reduce churn.
unitQ Monitor analyzes your user feedback data and Zendesk support tickets to identify potential product quality issues in real-time. You also get alerts of trending software bugs and quality issues, which the software reports in any region, language, or platform.
With unitQ integration with collaboration software, such as Slack, Pagerduty, or Jira, you can send product issues, user reviews, or quality trends to certain teams in your organization.
You can empower your customer experience team through unitQ integration as it’s easier to fix quality issues, thereby reducing discovery lag and manual tagging errors. Support representatives can also get access to metadata and reports they need to communicate issues across different channels effectively.
unitQ has a long list of integrations, including Apple App Store, Google Play Store, Twitter, Facebook, Zoho Desk, Reddit, Youtube, Instagram, and Salesforce. You can see the complete list of integrations here.
unitQ Plans and pricing
unitQ doesn’t disclose pricing information on its website, but you can schedule a demo to see how the software works and get a customized quote according to your business needs. Information you need to provide includes your name, work email address, and company name.
Then, you can schedule a meeting by choosing your preferred date and time, after which the support team assigns a company representative to you for the demo and sends the demo details to your email address.
The email you receive from the company contains links to resources that can enlighten you on unitQ services. The demo educates you on how AI-powered insights from user feedback can enable you to create high-quality products, experiences, and services to drive business growth. After the demo, you can get a customized quote based on your business’s exact needs.
Terms and Policies
To use unitQ’s services, you must be above 13 years old. By accessing or using the company’s services, you acknowledge that you accept the policies and practices outlined in their Privacy policy. It also means you consent to unitQ collecting, using, and sharing your personal information.
unitQ may get your personal information, such as email address, name, and phone number, from the information you provide directly. It may also collect information automatically whenever you interact with its services, including your IP address, device identification, and geolocation data. unitQ also collects information from third-party websites through cookies. When sharing your personal information, unitQ de-identifies it so you are not identified as an individual. Your personal information is also secure, as a password protects it. If you have questions about their policy, you can send a detailed message to unitQ@gdpr-rep.com.
Customer Support
To contact the customer support team at unitQ, you can send a direct message to their email address at hello@unitQ.com. You can also send a ticket through an online form on the company website. You’ll provide your work email, full name, company name, and a custom message.
You can also visit their office at 1440 Chapin Avenue, Suite 340, Burlingame, California. unitQ’s social media pages are another place where you can stay updated on the latest company’s activities or share your experience with the product.
Wrapping Up
According to Upworks’s Todd Ranson, Sr.Director, Customer 360, unitQ helps separate signals from noise, leading to a better understanding of what customers are saying. Users with diverse opinions and experiences with a product act as a compass for software companies. unitQ help these companies read this compass with AI-powered insights into user feedback.
The company promises to amplify the voice of the customer and enable companies to leverage the transformative power of collective feedback to drive growth. Request a demo to discover if the company’s service fits your business needs. You can also share your thoughts and opinions on our social media channels.
Contributors: Roseline Sea-Nduka (Writer), John Ayanfe (Graphic Designer)
