Build vs buy: Why unitQ is the right choice for AI-powered user-feedback analytics

One critical decision organizations often grapple with is whether to build a custom solution in-house or to buy an existing one from a vendor. This deliberation extends to many facets of operations, and the outcome can significantly impact the product's quality, the speed of development and, ultimately, customer satisfaction. 

At unitQ, we understand the intricacies of this decision-making process and how it dovetails with the quest for impeccable product quality.

When answering the question of whether to buy or build a Quality Automation platform — a Voice-of-the-Customer platform — it’s worthwhile to note at the outset that understanding user feedback is paramount to success. It’s the compass that guides organizations to understand and create solutions that resonate with their users. 

However, when it comes to harnessing the voice of the customer, companies often face a pivotal decision: Build their platform in-house or buy a proven solution. At unitQ, we significantly tilt the scales in favor of the “buy” option with our revolutionary unitQ GPT product and unlimited integrations of user feedback sources. In the end, we provide a robust Quality Automation platform that seamlessly aligns with your organization’s quality assurance goals, whatever they may be.

Build vs buy dilemma

Build: Opting to build a Voice-of-the-Customer platform in-house theoretically offers a bespoke solution tailored to your unique operational landscape. It might provide a high level of control and the ability to tweak the system as per evolving needs. However, the road to a self-built Quality Automation platform is laden with challenges including substantial development time, higher initial costs, and the requirement of in-house expertise for continuous maintenance and upgrades.

Buy: Choosing to buy, on the other hand, is about leveraging the expertise of seasoned vendors. It significantly cuts down the time to deployment, reduces upfront costs, and comes with the assurance of a tried-and-tested solution. The trade-off may be perceived in terms of customization, yet with the right platform, such as unitQ, this concern can be alleviated.

Why unitQ is the preferred choice

By choosing unitQ, organizations bypass the time-consuming and costly phase of AI training, stepping directly into a realm of automated, insightful and actionable user-feedback analysis. This choice not only propels the journey towards actionable insights but significantly augments the quality of those insights while steering the product towards a trajectory of excellence and heightened customer satisfaction.

Consider that unitQ GPT, our latest product release, is a game changer in this debate. It leverages advanced natural language processing to analyze user feedback from an unlimited array of sources. This capability to integrate endlessly with user feedback sources ensures a holistic view of customer sentiments, regardless of where the feedback is coming from.

unitQ GPT harnesses unitQ’s proprietary AI models to extract meaning from support tickets, surveys, app reviews, social media posts and product engagement data to connect the dots between what users say and do. To use unitQ GPT, just ask a question and get an answer based on granularly categorized, AI-driven user insights based on unitQ proprietary AI and machine learning. unitQ GPT supports any feedback source in any language as well as engagement data and user metadata like device type and payment tier.

Our Quality Automation platform is designed with a balance of customization and ease-of-use, ensuring a smooth integration with your existing systems. Moreover, our continuous support, machine learning, human-in-the-loop AI training and innovative approach position us as a reliable partner in your organization’s journey to superior product quality.

As you navigate the build vs buy conundrum, unitQ alleviates the common concerns associated with buying an external solution. Our platform is tailored to deliver real-time, impactful user feedback insights, driving a tangible enhancement in product quality and customer satisfaction. Entrusting unitQ with your customer feedback not only accelerates your time to valuable insights but also frees up your resources to focus on what they do best: building exceptional products.

Build vs buy decision at a glance

Cost efficiency: The financial aspect gains clarity when considering the long-term investment required in continuously training an in-house AI, as opposed to leveraging the ready, self-evolving intelligence of unitQ GPT that sits atop unitQ proprietary AI models.

Speed to insight: Bypass the lengthy AI training phase and dive straight into deriving actionable insights with unitQ and unitQ GPT — accelerating your product's alignment with market demands.

Customization and scalability: unitQ's boundless integration with feedback sources ensures a tailored approach to capturing the voice of the customer, while also providing a scalable solution as your organization’s user base grows.

Expert support: Beyond a robust platform, unitQ offers ongoing expert support, ensuring seamless integration and a continuous stream of valuable insights no matter how small or large your organization.

Long-term strategic value: If product quality is the desired outcome, unitQ aligns with your long-term strategic goals.

Consequential decision

The build vs buy dilemma is a consequential one in the realm of user feedback. But with unitQ’s unmatched capabilities in harnessing user feedback with unlimited integrations, the decision leans heavily towards buying. Entrusting your Quality Automation needs to unitQ not only accelerates the journey to actionable insights but also augments the quality of those insights, paving the way for superior product quality and heightened customer satisfaction.

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, 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.

Want to see how your organization compares to others? Get your free unitQ Score or book a unitQ demo today!

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David Kravets is Senior Content Marketing Manager for unitQ