profile-icon  By Pete Bratach
calendar  Dec 20, 2021

Is Your Customer Feedback Getting Lost Without Translation?

Chances are good that your company operates online, which means your customers can live anywhere and can speak many languages. And chances are also good that your team doesn’t speak every language your customers do. So how would you know if someone who speaks a language you don’t understand has a problem with your product?

Translations require a lot of time, money, and effort to do correctly. And even then, you may not cover all the languages your customers speak. You would need to pay either a company that specializes in translations, or else use a third party tool to do the job.

The good news is that with unitQ Monitor, we do all the translating for you! unitQ Monitor translates every piece of your product’s feedback into English. To understand why this is important, let’s revisit an incident that planted the seed for unitQ itself.

Fix Bugs Faster, Save Money, Improve Customer Goodwill, Reduce Churn

The founders of unitQ previously started another company called Skout. Skout is a mobile social media service with users around the world. One time they had a login bug that was visible only to its Polish users. No one on their team understood Polish, and no one was aware that there even was an issue. The company estimates that it lost hundreds of thousands of dollars in revenue because they didn’t act on that bug for months. Had they been using a service like unitQ, they would have known right away that their Polish users couldn’t log in, and they could’ve fixed the bug quickly, saving the company a lot of money, not to mention improving customer goodwill while reducing user churn. 

When you look at your unitQ Monitor, all your customer feedback is already translated into English, which can help you fix issues that affect customers in non-English speaking locales. However, you can also see the original report in its native language. 

Once translated, it’s much easier to structure and categorize your feedback. Then unitQ analyzes the content of each piece of feedback, detecting trends and patterns based on the words used, possibly surfacing issues before you even are aware of them. From here, the feedback can be shared with engineering, enabling you to make data-driven decisions on which problems need fixing, and in what order.

If you haven’t tried unitQ yet, request a demo today!