Unwrap.ai

Unwrap.ai insight: In early July Crunchyroll removed the comments section from their app which caused an immediate spike in negative feedback, but complaints have gone down every week since the spike. Hypothesis 1: Nothing is sacred, people stopped complaining because they forgot comments were ever a thing, this had zero effect on MAUs. Hypothesis 2: Because a single user can only leave 1 app store review, changes to a beloved feature will often see this type of feedback response pattern (initial spike, followed by fewer and fewer comments week over week). The problem isn't actually going away it just appears to, users are still mad, this actually may affect MAUs. Anyone at Crunchyroll want to give us the 🍵 on what some of the internal metrics are saying about this change? Karen Ung Niket Sirsi Bael S.

Duo the Duolingo owl is...not well? In August, Unwrap.ai's trend detection picked up a (kind of hilarious / kind of horrifying) spike in negative feedback from customers who are “scared of the new Duolingo app icon.” I naively thought maybe our system misfired, but nope - it turns out Duolingo is experimenting with their app icon and some customers do not care for it. In fact, in the last 3 weeks we found nearly 50 negative comments specifically mentioning fear of the new Duo and 0 positive mentions about his makeover. Duolingo has played around with their app icon before to try and create a bit of buzz, but given how many users explicitly mentioned they were going to delete the app because of how much Duo scared them - here's to hoping the internal usage metrics on this particular effort look better than the external feedback we're seeing. P.S. We also picked up this even narrower group of customers who really don’t like that Duo was “calling them babe” (which I agree is odd...). The granularity of our pattern detection is 🤌 Sarika Patel Akshay Verma Emmanuel Orssaud

In the last few quarters Dollar General has been heavily investing in their mobile app, which makes perfect sense to me. Companies like Starbucks and Chipotle have famously proven you can drive consumers to do exactly what you want with the right mobile app experience. So earlier this week, when we at Unwrap.ai let our system look for patterns in Dollar General's app store, we were surprised that by far the biggest driver of negative feedback (nearly 10% of all feedback!) was from customers who can't even use the app in the store due to connectivity issues. Surely given the overall investment in the app, there's an easy fix here to make sure customers can actually use it. While we always see the most actionable and granular feedback patterns when we ingest a company's private feedback (support tickets, customer chats, phone transcripts, etc.) there are sometimes some good nuggets in app store feedback too! P.S. Customers also really want to be able to add all their coupons to their purchase at once - doing it one by one is a frustrating experience. Dinesh Sambamoorthy Sarah Gernux

📣 People! I have news! I’m beyond excited to share that I’m starting a new position as Head of Product Marketing at Unwrap.ai! Get ready, there's a lot to come ✨

🎙️ Couldn't make it to San Diego for the Leadership Summit in March? No worries! We've got you covered with recordings of our insightful panels, including one you won't want to miss. Support interactions are often where customers truly connect with a company. They're not just about resolving issues; they can be a goldmine for driving revenue. Join Unwrap.ai's panel, "Turn Customer Feedback into Revenue," where experts like Ryan Millner, Jens Nordgaard, Jon Coon, and Alysia Dupuy delve into strategies for transforming support from a cost center to a revenue driver. Discover how to detect churn risks, seize upsell opportunities, and uncover potential revenue impacts within your support team's interactions. Don't miss out on this valuable discussion—request the recording now! 🔗 Register to get the recording now https://lnkd.in/gbedAF_B

Unwrap is growing! We are currently hiring for 3 positions across Engineering and Marketing, let me know if you or someone you know could be a fit. There's a $1,000 referral bonus if you refer someone who joins our team. Email me at ryan@unwrap.ai or apply below. Roles: 1. Product Marketing Lead: https://lnkd.in/gKxve2Qc 2. Full Stack Engineer: https://lnkd.in/gPgrGjhk 3. Data Engineer: https://lnkd.in/gyAN4bbQ About us: •fast-growing start-up in the AI/NLP space •work directly with customers every week across companies like Microsoft, Lyft, Github, JetBlue, Oura, etc. •fast-paced environment with tons of room for growth and ownership •strong preference for in-person work at our office in Santa Barbara, CA •competitive pay and potentially life-changing equity