Support teams are the guardians of the user experience. They are the front line helping companies deliver the quality experience their users deserve. They hear directly from users all day long, and these users are sharing their details about their experiences not only with the support teams, but also in app stores, on social media and in online reviews — what they enjoy, what could be improved and what they want next from the product.
However, customer insights from support tickets are anecdotal, frequently outdated and time consuming to aggregate. Moreover, manually tagging tickets is costly and insufficiently accurate to influence other teams, especially engineering.
Making sense of support tickets
unitQ’s AI-enabled platform provides a 360-degree view of all user feedback in one place, automatically categorizing and quantifying user insights and pain points in real time, making sure every voice is heard. unitQ artificial intelligence along with unitQ GPT — the world’s first generative AI engine for measuring the quality of products, services and experiences — classifies and makes sense of support tickets with a high degree of accuracy so support teams can focus on delivering the best possible experience.
Support teams in addition to product, engineering, marketing and leadership — rely on the power of unitQ to turn qualitative user feedback into data-driven insights that help companies build best-in-class products to drive growth.
When it comes to support teams, however, unitQ empowers them in many ways to deliver better, faster and more effective customer support and to address support issues more effectively — all of which results in improved customer satisfaction and loyalty.
Best of all, by detecting critical issues that may require immediate attention or escalation, and identifying emerging issues or trends, unitQ helps support teams proactively address customer concerns before they become widespread problems, reducing the number of incoming support requests and minimizing the impact of issues before they escalate.
Some of the primary unitQ use cases and best practices for support teams include the following:
Issue prioritization
unitQ helps support teams identify and prioritize the most common and pressing issues faced by customers, enabling them to allocate resources more efficiently and address critical concerns faster.
Real-world example: The Meet Group uses unitQ to eliminate the slow and tedious process of manually reviewing user feedback and quickly uncover the product quality issues of most concern to users. unitQ’s intelligent topic categorizations and sentiment analysis let them cover more user feedback than they ever could before, which has resulted in a reduction in support ticket volume.
Ticket categorization
By analyzing support tickets and automatically categorizing and tagging them based on the underlying issue, unitQ can help support teams streamline their workflow, improve response times and ensure that customers receive the most appropriate assistance.
Real-world example: HelloFresh uses the granular insights unitQ provides to continuously improve customer support, speed issue resolution, add empathy data to decision making, and keep customers happy and returning for more meals.
Reinforce support team impact
unitQ can emphasize positive insights, empowering support teams to deliver better, faster and more effective customer support, ultimately leading to increased customer satisfaction and loyalty.
Real-world example: Udemy makes use of the unitQ customer love feature, which highlights positive feedback from customers. Clicking a customer love keyword in unitQ takes the team to positive feedback associated with that keyword. This keeps support staff and developers more engaged, and lets them know they are providing a valuable service.
Performance metrics
unitQ provides all support teams with insights into key performance indicators (KPIs) such as the unitQ Score, customer satisfaction, resolution time and ticket volume, helping them monitor their performance and identify areas for improvement.
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.
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 for unitQ
