How Unobravo Elevated Its Human-Centered Service with Zefi

Unobravo is a leading online psychology service that connects over 7,000 licensed psychologists and psychotherapists with individuals seeking mental health support. Users are matched with professionals based on a personalized questionnaire, with sessions available via video call in multiple languages.

The platform's core mission is to make therapy accessible and affordable.

Zefi helps Unobravo analyze huge amounts of user data, close the feedback loop faster, and accelerate their team's productivity. By unifying emotionally nuanced feedback and delivering the right insights to the right teams, Zefi has enabled Unobravo to elevate its service quality across all functions.

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.

The lack of a centralized system made it difficult to get a complete, holistic view of user and therapist input.

Analyzing this feedback manually was time-consuming, delaying their ability to identify key issues, prioritize improvements, and ensure every team was working from the same source of truth.

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

The system uses intelligent AI to 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.

This automated process transforms what would take humans days into minutes.

• Unified Multi-Channel Integration: Zefi seamlessly integrates with Unobravo’s existing tools, centralizing feedback from Zendesk, surveys, and app reviews in real time.
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• AI-Driven Analysis and Tagging: The platform’s AI agents automatically organize and interpret feedback, tagging each comment by topic, user type, and sentiment. Over time, Zefi’s machine learning models discover new topics and evolve the feedback taxonomy.
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• Trend Detection & Insight Routing: Zefi’s analytics dashboard continuously monitors for new trends and issues, automatically routing insights to the relevant teams—such as Product, Clinical, and Operations—so no feedback falls through the cracks.
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• Personalized Dashboards: Zefi created custom dashboards for each of Unobravo’s key teams, highlighting the metrics and qualitative insights that matter most to them.

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 by providing data on actual user needs and pain points, allowing the team to base their roadmap on real-time insights.
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• For the Clinical Team: Zefi provides a pulse on therapy quality and client outcomes at scale through sentiment analysis. This data-driven approach allows the team to make evidence-informed improvements to therapy practices and proactively intervene when needed.
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• For the Operations Team: The Operations team benefits from a consolidated view of service issues, helping them quickly identify bottlenecks and solve the root cause of recurring problems, leading to a measurable drop in repetitive support inquiries.
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• 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

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