Understanding Customer Reviews by Platform

Author :

Alex Hong

Jun 13, 2024

Syncly x Streamlabs
Syncly x Streamlabs
Syncly x Streamlabs

Industry :

B2B products & services

TechStack :

Reviews - iOS App Store, Android Playstore

primary users :

Product and Engineering Team

About Speak

Streaming Platform is a comprehensive, all-in-one software suite for live streaming and video production, designed to help content creators enhance their broadcasts on platforms like Twitch, YouTube, and Facebook. It offers streaming software with an intuitive interface, customizable overlays, widgets, and monetization tools. Streaming Platform also offers cloud-based settings, multistreaming capabilities, and a mobile app, making it a versatile solution for professional-quality streaming. Committed to continuous innovation, Streaming Platform actively engages with its users to continuously refine and enhance its offering to better service content creators and to stay at the forefront of live streaming technology.


Use Case

Challenge:

Streaming Platform actively collects and incorporates feedback from its users through various methods like collecting reviews, support tickets, and in-app feedback to thoroughly understand user needs and preferences. Its platform and offerings are continuously updated to fix bugs, introduce new features and improve performance to provide users with the tools necessary to create high-quality live broadcasts and engage effectively with their audience.



Streaming Platform aimed to assess and address customer feedback across various platforms - desktop, mobile, and web - with a particular emphasis on the mobile app. However, it has been a challenge to manually manage customer feedback separately by platform, operating system, and app version to effectively resolve flagged issues in a timely manner. With the goal of providing the users with the flexibility and tools based on comprehensive customer insights, Streaming Platform utilized Syncly’s AI to gain the insights from customer feedback to promptly capture and update its services to improve the user experience.


Solution:

Syncly focuses on streamlining the user feedback consolidation and analysis process through categorization by app version and detailed summarization of individual feedback to help Streaming Platform’ product and engineering teams to effectively refine and enhance user experience on the platform.



  • Automatic categorization of customer feedback by platform, app, and version - With services offered across multiple platforms to cater to the diverse needs of content creators, Streaming Platform wanted to manage feedback from each platform separately with a specific focus on mobile apps. Syncly automatically analyzes the customer feedback data based on the nature of its inquiries and the user intent by suggesting themes relevant to the users. By grouping user feedback into relevant themes, Streaming Platform can now understand the most critical issues by platform along with the user sentiment and review scores. Using trend analysis, Streaming Platform has full insight into the overall trend of each theme and issues with the most volume that drives negativity and positivity in user experience. Based on these insights, both Product and Engineering team can drill down to granular issues that are causing low review scores that must be addressed at utmost priority to improve customer experience.


  • Detailed feedback exploration with automatic summarization -  Syncly takes customer feedback management one step further with automatic feedback summarization. This feature allows Streaming Platform to gain a real-time comprehensive view of each feedback with concise overview, as well as essential details such as category, sentiment, and the time of feedback submission. Streaming Platform wanted to upgrade this to be able to track feedback by version release to apprehend changing customer dynamics in reaction to new and updated features through Syncly’s dynamic sentiment analysis. With Syncly, the Product and Engineering team is now able to thoroughly understand the key points of lengthy feedback without having to go through the entire text for any version updates or feature releases. Streaming Platform can fully grasp specific areas that are blocking the improvement of user rating score and respond accordingly by analyzing user ratings and reviews. This has not only resulted in a remarkable boost in the workflow efficiency, but it also significantly increased process precision.


Impact:

Streaming Platform strives to provide an all-in-one solution for streamers by consistently interacting with its user base, seeking ongoing refinement and enhancement of its offerings to better support content creators and maintain a leading position in live streaming technology. With Syncly's automatic feedback summarization, Streaming Platform has a real-time comprehensive view of each feedback. This has allowed Streaming Platform to track feedback by version release and understand changing customer dynamics in reaction to new features. This dedication to customer experience ensures that Streaming Platform remains at the forefront of live streaming technology, helping content creators to connect with and grow their audiences effectively.



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