Case Study: Udemy improves customer experience with unitQ

unitQ provides Udemy actionable insights to transform student, instructor feedback into exceptional user experiences

Udemy, a leading online learning platform, faced the challenge of manually processing a massive volume of multilingual user feedback—approximately 77,000 pieces per month from sources like Zendesk and app stores. This overwhelming and inefficient process made it difficult for developers to categorize insights, track bugs, and use the data to improve the customer experience and plan their product roadmap.

The vendor unitQ implemented its AI-enabled Voice-of-the-Customer platform to provide real-time, actionable insights from this feedback. The solution automated the aggregation and tagging of issues, integrated with Zendesk for skill-based routing, and provided detailed dashboards and alerts. As a result, Udemy boosted its app store ratings, increased its customer base, reduced churn, improved site performance, and lowered support tickets, all while enhancing job satisfaction for its developers and support staff.

Udemy

Erin Sink

Vice President, Global Customer Operations