What do you like best about the product?

UnitQ has become a crucial part of our strategy to harness customer feedback. Its powerful NLP capabilities allow us to gather and analyze data from multiple channels, helping us identify trends, prioritize pain points, and drive meaningful product changes. As a daily user and internal advocate, it’s an effective solution for any organization looking to understand the voice of the customer on a large scale. Bringing more than 20 disparate qualitative data sources together for a unified VOC that is easy to analyze and categorize has been essential for our team. Integrating new sources is relatively easy, especially with many of the existing pre-built integrations. Additionally, we appreciate the opportunity that still lies ahead for our team. We have been able to build the metadata foundation in order to analyze by cohort yet also understand the journey any user has with our brand.

What do you dislike about the product?

While UnitQ provides substantial value, there are areas where more refinement would elevate the experience. Occasionally, we face minor inconsistencies in data quality, timeline delays, and metadata handling, which slightly impact the tool’s reliability. However, these issues are outweighed by the overall impact UnitQ has had on our workflow and our ability to respond to customer needs.
The tool is still relatively young, yet their willingness to deliver tailored value for Upwork is abundantly clear.

What problems is the product solving and how is that benefiting you?

We have more than 20+ disparate qualitative data sources from phone transcripts, to support tickets, to chatbot, to social. UnitQ helps parse the data in a way that is universally understandable, reduces mental load when analyzing, and also allows for enough customization that our team can accomplish complex tasks easily. The categorization model helps identify the "knowns" fairly well, and with more than 600 categories ("monitors") it handles much of the data categorization seamlessly. I primarily leverage the search feature to find nuances in conversations, often times these are the "unknowns" or things that might be missed at first glance. The boolean approach is simple yet effective, providing the majority of searchability optionality needed for identifying, analyzing, and delivering impactful reporting to key stakeholders.