Case Study: Udemy improves customer experience and reduces churn with unitQ

Udemy turns 77,000 monthly feedback items into better experiences with unitQ

Udemy, a major online learning platform, faced the challenge of manually processing approximately 77,000 multilingual pieces of user feedback each month from diverse channels. This overwhelming volume made it difficult to effectively categorize insights and extract actionable data to improve product development and customer experience. To address this, Udemy sought a solution from the vendor unitQ and its AI-enabled Voice-of-the-Customer platform.

The solution implemented by unitQ provided Udemy with real-time, actionable insights by automatically aggregating and classifying all user feedback. This enabled Udemy to efficiently track bugs, plan product roadmaps, and implement a skills-based routing system for its developers. The results included enhanced site performance, boosted app store ratings, an increased customer base, reduced churn, and improved job satisfaction for support and developer teams. unitQ empowered Udemy to transform extensive student and instructor feedback into exceptional user experiences.

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