Introduction
Let's discover Unwrap in less than 5 minutes.
What is Unwrap.ai?
Unwrap is a feedback analytics tool that helps you deeply understand your users by making sense of their written feedback.
First, we ingest your written user feedback wherever it may live. This can include public sources like app store reviews, social media sites like Reddit, Twitter, Facebook, and other review sites like G2 and Capterra. It also includes internal sources like Zendesk tickets, Intecrom conversations, NPS surveys, and sales call transcripts.
Next, we use a form of machine learning called Natural Language Processing (NLP) to "read" all of this text for you, then pull out the most actionable trends and insights from your feedback.
We then show these insights to you in a few different formats, including the Unwrap dashboard, weekly digest emails, and monthly reports.
Unwrap's Data Model
Here are a few terms used to describe various parts of the Unwrap platform:
Entry: an entire feedback entry, like an app store review, or a support ticket.
Sentence: one sentence from a feedback entry. An entry can be comprised of many sentences. Our various search and categorization features all operate at a sentence level, as opposed to entire entries.
Sentiment: the 'feeling' of a particular sentence, which can either be Positive, Neutral, or Negative.
Group: a group of sentences that form one cohesive pattern of user feedback. For example, all sentences asking for a feature to "add auto-saving as a feature to online spreadsheets" would be a Group. Groups are formed in two ways:
Found by Unwrap: Unwrap will automatically sift through all your feedback and identify Groups of feedback on your behalf. For example, Unwrap might find a Group of feedback around a new issue of customers complaining "My 2FA verification code is never getting sent." These Groups will show up in your dashboards labeled "Found by Unwrap". In prior versions of Unwrap, these were called "Clusters".
User Created Searches: You can perform your own searches and save the results of your search as a Group. These saved Groups will get continually updated with relevant feedback as new feedback is automatically ingested each night. For example, you might want to track feedback around “difficulty uploading required documents” as an issue important to your company, which you can do via a search. These Groups will show up in your dashboards labeled “User Created”.
Custom Fields: Additional pieces of metadata to segment/slice your feedback by. For example, you may want to map the version of your product that each piece of feedback is associated with, so you can answer questions like "What are the top issues with v2.1?"
Examples
Take the below example for a fictitious support ticket about Spotify:
| Type | Example |
|---|---|
| Entry | "I've been using Spotify for about two years now, and just upgraded to Premium. My only grips is I wish my Discover Weekly playlist had more diversity, I feel like each week it's the same old songs over and over again". |
| Sentence | "My only grips is I wish my Discover Weekly playlist had more diversity, I feel like each week it's the same old songs over and over again". |
| Sentiment | "Negative" |
| Example searches that would match this sentence | "discover weekly", "redundant songs" |
| Example Unwrap-Created Group | A Group titled "Discover weekly giving the same songs multiple weeks in a row" where many sentences about this speciifc issue are grouped together automatically by Unwrap. |
Note: Sentiment and groupings are based off of a sentence, not an entry, so just the second sentence of the entry is used for the sentiment, search, and grouping in the above example.
Need Help?
If you need help, send us an email at contact@unwrap.ai.