AI-powered platform for customer feedback unitQ has announced a strategic investment from Zendesk Ventures, the venture fund of Zendesk.
"We chose unitQ after evaluating and trying different solutions in the market. The granularity and speed at which unitQ is able to deliver actionable customer insights is above and beyond what others could offer, and we're grateful for our continued partnership," said Shawn Slipy, Vice President Global CX Operations, Zendesk.
The investment from Zendesk Ventures reinforces Zendesk's role as a key unitQ customer and strategic partner.
The necessity of unified customer feedback
Customer feedback is scattered across numerous channels such as support calls, surveys, reviews, product usage data, and social media, often residing in unstructured formats like text and voice. This fragmentation poses a challenge for engineering, product, and CX teams to derive a coherent, actionable understanding from the feedback.
unitQ addresses this challenge by aggregating customer feedback from over 60 sources in hundreds of languages, automatically categorizing it into detailed segments. This enables teams to identify the causes of customer issues. With unitQ's proprietary generative AI, companies can decode real-time feedback to understand what customers appreciate, dislike, and desire, thus enabling the creation of top-tier products, services, and experiences.
"We've experienced the power of Zendesk's community first-hand and are excited to explore joint go-to-market efforts with Zendesk's ecosystem of customers, technology partners and evangelists. Partnering with Zendesk means joining forces with a leader that opens doors to top-tier talent and industry networks. We've gained more than just funding – we're now connected to a community and receive tailored mentorship to help our company's growth," said Christian Wiklund, Co-Founder and CEO, unitQ.
Elsewhere, at the Relate global conference, Zendesk unveiled a groundbreaking service solution tailored for the AI era, addressing the imminent surge in support demands.
