Reducing Customer Feedback Analysis from Hours to Minutes

As a former product manager at Amazon Alexa, I faced the daunting task of sorting through mountains of customer feedback every day. Think comments on Reddit, product reviews on Amazon.com, Twitter posts, support tickets, user research studies, etc. It was difficult to know what to focus on next, which areas to prioritize, and how to make sure our users were happy with the product. 

After consulting with my colleagues and peers, I realized that this was a huge problem for many product managers. That’s why my then colleague Ashwin and I built Unwrap.ai – an automated  analysis platform for customer feedback that makes it easy for product teams to get actionable insights from all types of feedback. 

We believe that customer feedback is one of the most important sources of data for product teams, but unfortunately it’s often overlooked or dismissed as too time-consuming to analyze effectively. 

With Unwrap, you can aggregate all of your feedback in one place and automatically get insights like granular sentiment changes, automated feedback tagging, and pattern recognition. Plus you can search for any specific pattern of feedback you would like more data around, or set up alerts for anomalies. On top of that, you can even email customers in bulk when something has been fixed based on their input! All these features make analyzing and responding to customer feedback easier than ever before. 

One of my personal favorite features is the ability to track product releases. After you ship a new version or product feature, you can monitor how the feedback around that particular update changes, to understand how your release is perceived, and if it addressed the intended problem.

Something else we included because of the importance of consensus building is automated weekly and monthly ‘Voice of the Customer’ reports.  We send weekly digests straight to your email each week, and create polished, branded PDFs as monthly reports so you can share insights internally. 

If you’re spending hours sorting through customer feedback like I was, I hope Unwrap.ai can provide the support you need so you can get your time back.  

My head of demand gen won’t let me end this post without saying, if you're interested in learning more - book a demo here.