unitQ Secures Investment from Zendesk Ventures

unitQ Secures Investment from Zendesk Ventures
  • Customer analytics platform unitQ secured a strategic investment from Zendesk Ventures.
  • The amount of the investment was undisclosed. unitQ had raised $41 million in funding to date.
  • unitQ made its Finovate debut at FinovateFall 2021 and returned to the Finovate stage a year later for FinovateSpring in San Francisco.

Here’s some funding news that slipped beneath our radar this summer: AI-powered customer analytics platform unitQ has secured an investment from Zendesk Ventures. The amount of the funding was not disclosed, but it turns Zendesk from a unitQ customer into a strategic investor, as well.

“We chose unitQ after evaluating and trying different solutions in the market,” Zendesk VP of Global CX Operations Shawn Slipy said. “The granularity and speed at which unitQ is able to deliver actionable customer insights is above and beyond what others could offer, and we’re grateful for our continued partnership.”

unitQ had raised $41 million in capital ahead of the June investment, according to Crunchbase. The current investment comes amid Zendesk Ventures’ determination to back companies that are leveraging AI to enhance both customer and employee experience. The venture fund will provide unitQ with access to CX and AI experts to help drive innovation and assist the company in recruiting talent, growing unitQ’s customer base, and building its brand.

“We’ve experienced the power of Zendesk’s community first-hand and are excited to explore joint go-to-market efforts with Zendesk’s ecosystem of customers, technology partners, and evangelists,” unitQ CEO and Co-Founder Christian Wiklund said. “Partnering with Zendesk means joining forces with a leader that opens doors to top-tier talent and industry networks. We’ve gained more than just funding – we’re now connected to a community and receive tailored mentorship to help our company’s growth.”

Customer service platform Zendesk leverages AI agents, workflow automation, and human agents to help businesses provide better service to customers and make workplaces more efficient for employees. The company has more than 100,000 customers in 160 countries and territories and 5,450 employees. Zendesk launched its Zendesk Ventures global venture fund in June with a mission to provide emerging companies with capital, CX and AI expertise, as well as strategic partnership opportunities – especially for AI-first companies.

“Every organization is on a path to becoming AI-driven, and we’re eager to form partnerships with companies leading this new era,” Ben Barclay, SVP of Strategy, Corporate Development, & Transformation at Zendesk, said.

unitQ made its Finovate debut at FinovateFall 2021, and returned to the Finovate stage the following year for FinovateSpring in San Francisco. In the time since then, the company has launched a range of new solutions, including its Impact Analysis Tool and its generative AI engine for measuring product quality, unitQ GPT. This spring, unitQ added Product Analytics to its User Feedback Platform to enable institutions to view and analyze real-time user feedback along with behavioral analytics data.

In recent months, the company has also forged partnerships with Chess.com, streaming media platform Plex, and most recently with product analytics platform Amplitude.

Founded in 2018, unitQ is headquartered in Burlingame, California.


Photo by Timur Saglambilek

Celebrating Black History Month with Voices from the Finovate Stage

Celebrating Black History Month with Voices from the Finovate Stage

For a second year in a row, Finovate is commemorating Black History Month by showcasing those Black and African-American founders and executives who demoed their company’s fintech innovations on the Finovate stage in 2022.

Ariam Sium – VP of Product with FinGoal

Sium not only leads Product at FinGoal, the self-described “Listener. Thinker. Doer” also led FinGoal to a Best of Show award at FinovateSpring last year. In her role at FinGoal, Sium said that she uses the tenets of focus and value to govern each product decision made in the rapidly changing world of fintech.

FinGoal most recently demoed its technology at FinovateFall in September. The Boulder, Colorado-based company offers an insights platform that helps financial institutions better understand their customers.

Joseph Akintolayo – CEO and Founder of Deposits

Akintolayo is a “builder of ethical products that solve complex problems in fintech, insurtech, and social enterprise.” As CEO and founder of Deposits, Akintolayo heads a startup that offers banks, brands, and communities a plug and play solution to deliver financial services such as payments and lending, without requiring coding experience.

Deposits made its Finovate debut at FinovateFall in September. The Dallas, Texas-based company was founded in 2021.

Left to right: Joseph Akintolayo and Samuel Ailemen of Deposits

Samuel Ailemen – Director of Mobile and Identity at Deposits

As Director of Mobile and Identity at Deposits, Ailemen helped lead the company’s demo at FinovateFall 2022. A fraud prevention expert who is “building cool stuff everywhere”, Ailemen leverages his talent as “a software engineer who loves research” to solve real-world problems using new technologies.

Nathan Gibbons – Chief Experience Officer at QuickFi

Gibbons oversees the customer experience at QuickFi, a company that provides “nearly instant,” self-service 24/7 term financing to business equipment buyers. Demoing the company’s technology at FinovateFall last year, Gibbons and colleague Jillian Munson earned QuickFi its first Finovate Best of Show award.

A C-suite executive with QuickFi since 2018, Gibbons previously spent more than 11 years as Project Manager and later Vice President with First American Equipment Finance. QuickFi was launched by founders of First American Equipment Finance in 2018.

Michael Duncan – CEO and Founder of Bankjoy

Founder and CEO of Bankjoy, Duncan demoed his company’s Business Banking Platform at FinovateFall 2022. The company he launched in 2015 offers a range of modern banking technology solutions, including mobile and online banking, as well as a banking API.

Before founding Bankjoy, Duncan spent more than four years as a Programmer/Analyst and later Software Development Manager at Michigan First Credit Union.

Michael Broughton – CEO and Co-founder of Altro

Broughton co-founded and is CEO of Altro, a solution that helps consumers build credit through non-traditional recurring payment processes such as rent and even monthly subscriptions to services like Netflix. Altro’s app is free-to-use, and helps increase financial literacy while boosting existing credit and helping stabilize credit histories. The company made its Finovate debut last May at FinovateSpring.

Broughton is also Vice Chairman of the Board of Directors for the USC Credit Union (since 2017), and was both a Scout at Sequoia Capital and a Thiel Fellow at The Thiel Foundation.

Christen Wright – Head of Product at Spave

As Head of Product at Spave, Wright was part of the three-person demo team that won Best of Show at the company’s Finovate debut last May at FinovateSpring. Spave is a financial wholeness solution that enables users to easily save and donate as they purchase products and services. The Spave app provides purchase tracking and analysis, goal setting, group giving, and more.

Wright has a diverse background, having served in senior management roles at AT&T and Delta Air Lines. A member of 100 Black Men of Atlanta, a mentoring and empowerment organization for African American youth, Wright is a graduate of the University of Georgia’s Terry College of Business, where he earned an MBA.

Anthony Heckman – as Director of Sales at unitQ

Heckman was part of the founding team at unitQ, a company that turns customer insights into data-driven decisions for firms ranging from Chime to fellow Finovate alum Klarna. At FinovateSpring 2022, Heckman led the company’s live demo of its unitQ monitor, which serves as a centralized, searchable, repository for customer feedback.

Heckman founded TWC Advisors in October of last year. The firm specializes in providing go-to-market and sales support to early-stage, high-growth, VC-backed startups.


Photo by Elijah O’Donnell

Product Quality Innovator unitQ Unveils its Impact Analysis Tool

Product Quality Innovator unitQ Unveils its Impact Analysis Tool
  • Less than a month after its FinovateSpring demo, unitQ has introduced its Impact Analysis tool.
  • The new offering helps businesses identify both important product quality issues in their app as well as the impact of fixing those issues.
  • Impact Analysis enables companies to improve their unitQ Scores, which enable businesses to accurately compare their app with rival apps in the same industry.

Product quality platform and Finovate newcomer unitQ recently launched its Impact Analysis tool. The new offering helps businesses recognize and address critical product quality issues and the impact of correcting them.

“With Impact Analysis, teams can learn what impacts fixing an issue might have on KPIs like 1-star reviews, support tickets, brand sentiment, and more – before taking action,” unitQ Product Manager Brett Caplan wrote on the company blog late last week.

UnitQ’s Impact Analysis tool works by automatically identifying user-generated issues that will have the greatest impact on product quality if fixed. These issues – which unitQ calls “Quality Monitors” – not only guide teams toward the most important product quality concerns, but also steer the team away from concerns that may seem significant, but may have a minimal or even adverse impact on an app’s unitQ Score, as well as its rating within its own marketplace (i.e., Apple App Store, Google Play Store, etc.).

The unitQ Score enables companies to compare their app’s quality — based on Apple App and Google Play stores rating and reviews – against that of other apps from the same industry. A companion assessment, the Internal unitQ Score includes everything evaluated in the unitQ Score, but also includes user feedback culled from social media such as Twitter and Reddit, as well as data from customer support and chatbot applications. The new Impact Analysis tool enables companies to see the impact of potential improvements and changes on both scores.

“A unitQ Score closer to 100 indicates a brand has few product quality issues overall,” Caplan explained. “It means that users enjoy the product, the experience is well-designed, easy to use, responsive – and is virtually free of bugs, broken flows, and operational mistakes. Higher scores equal better products, and more satisfied customers.”

The Impact Analysis tool is powered by the machine learning capabilities of the unitQ Monitor, which measures, analyzes, and visualizes the unstructured data of user feedback. The technology translates text from more than 70 languages, normalizes and removes personally-identifiable information (PII), enriches data with sentiment analysis, and appends with product metadata. By turning qualitative feedback into quantitative data, unitQ helps companies discover important insights that enable them to improve product quality.

Headquartered in Burlingame, California, unitQ most recently demoed its technology at FinovateSpring 2022 in May. The company was co-founded by Christian Wiklund (CEO) and Niklas Lindstrom (CTO) in 2018. Among the company’s customers are firms such as Chime, Current, and fellow Finovate alums Klarna and Nubank.


Photo by Pixabay

FinovateFall 2021 Sneak Peek: unitQ

FinovateFall 2021 Sneak Peek: unitQ

A look at the companies demoing at FinovateFall on September 13-15, 2021. Register today and save your spot.

unitQ’s product quality platform empowers fintechs and banks to take a data-driven approach to product quality so they can fix the right quality issues faster.

Features

  • Leverage a single source of truth for product quality
  • Determine what’s impacting your product right now
  • Identify, prioritize, and fix the right quality issues faster

Why it’s great
Staying on top of product quality is hard. unitQ empowers your organization to take a data-driven approach to product quality.

Presenter

Anthony Heckman, Head of Business Development & Growth
Prior to unitQ, Heckman was an EIR at XSeed Capital. He graduated from the University of Southern California and University of Pennsylvania Law School.
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