Case Study: Upwork improves customer feedback insights and response speed with unitQ

Upwork - Customer Case Study

Upwork, the world’s work marketplace, needed a better way to make sense of the thousands of pieces of customer feedback it receives every day. Before using unitQ, the CX team relied on manual aggregation and categorization, which was slow, time-consuming, and prone to human error, making it difficult to quickly identify the most important customer pain points and understand why they were happening.

With unitQ’s AI-powered customer feedback and Quality Automation platform, Upwork centralized feedback from surveys, support tickets, forums, and other sources into real time, validated insights. This helped the team spot issues faster, alert engineering to spikes in customer sentiment shortly after releases, and provide clearer recommendations to product owners. The result was greater efficiency, quicker issue resolution, and stronger, data-driven decisions to improve product quality and user experience.

Upwork

Shennaver Canasa

PSO/CX Manager