How Unobravo elevated its human-centered service with Zefi

Before Zefi: The challenge of collecting and digesting feedback

‍

Before implementing Zefi, Unobravo faced the challenge of managing a high volume of scattered feedback from multiple sources, including Zendesk tickets, post-session surveys, and app reviews.

‍

This fragmented data made it difficult for teams, from Product and Operations to Clinical and Research, to get a complete, holistic view of client and therapist input. Analyzing this feedback manually was time-consuming, delaying the identification of key issues and making it difficult to align their efforts across the organization.

A unified feedback repository.

‍

Zefi’s platform unified all of Unobravo’s feedback channels into a single repository, providing a holistic view of client and therapist input.

‍

AI agents automatically analyze and tag each comment by topic, user type, and sentiment. Zefi's advanced NLP technology is designed to understand the nuances of therapy-related language, ensuring accurate categorization and sentiment analysis.

‍

The integration was swift and secure, thanks to Zefi’s library of integrations and enterprise-grade data privacy measures.

Unobravo’s team could now focus on understanding and acting on feedback, rather than spending time collecting and sorting it.

How Zefi helped Unobravo centralizing feedback and collecting deeper qualitative insights.

‍

By implementing Zefi, Unobravo gained a suite of powerful features that enabled a more proactive, data-driven approach to customer feedback.

• Unified multi-channel Iintegration:

Zefi seamlessly integrates with Unobravo’s existing tools, centralizing feedback from Zendesk, surveys, and app reviews in real time.

• ‍AI-driven analysis and tagging:

The platform’s AI agents automatically organize and interpret user feedback. Over time, Zefi’s machine learning models discover new topics and evolve the feedback taxonomy.‍

• Trend detection & insight routing:

Zefi’s analytics dashboard continuously monitors for new trends and issues, automatically routing insights to the relevant teams so no feedback falls through the cracks.‍

• Personalized dashboards:

Zefi allowed the creation of custom dashboards for each of Unobravo’s key teams, highlighting the metrics and qualitative insights that matter most to them.

Empowering every team to leverage user feedback for strategic decisions.

‍

Zefi’s solution has had a cross-functional impact across Unobravo, empowering multiple teams to leverage user feedback for strategic decisions.

• For the Product team:

Zefi has eliminated guesswork in prioritization, allowing the team to base their roadmap on real-time insights from clear data on user needs and pain points.
‍

• For the Clinical team:

Zefi's data-driven approach allows them to make evidence-informed improvements to therapy practices and proactively intervene when needed, providing a real-time overview on therapy quality and client outcomes at scale through sentiment analysis.
‍

• For the Operations team:

A consolidated view of service issues helps to quickly identify bottlenecks and solve the root cause of recurring problems, leading to a measurable drop in repetitive support inquiries.
‍

• For the Research team:

According to Head of Research Bettina Meddings, Zefi has turned qualitative feedback into a rich, searchable, and quantifiable data source for strategic insights, helping inform decisions from service expansion to improving matching algorithms.

‍

Ultimately, Zefi has become a force-multiplier for Unobravo, enabling the company to scale operations while maintaining a personal, empathetic touch.

‍

The platform has accelerated their feedback loop, leading to higher customer satisfaction, improved retention, and efficiency gains across the entire organization.

‍