Konnect Insights
Omnichannel Customer Experience Platform
Konnect Insights is an Omnichannel CXM platform designed to elevate brands’ customer experience management. With powerful functionalities, for social listening, customer care, marketing, and analytics, Konnect Insights offers a unified approach to managing customer interactions across all channels.
Social Listening
Listen to Online Web, Social Media, and a lot more
Do not miss out on any conversation anywhere on the web. Listen to your customers’ voice, engage with them, and make them happier
Get Market Intelligence
Analyze customer data across the web or social media. Gather real-time market intelligence. Craft your strategy and make valuable business decisions.
Learn from your customers
Understand sentiment, share of voice, media type, classification, influence, demographics, and campaign insights. With great dashboards and smart suggestions (KISS) reports.
Competitor's/Industry benchmarking
See how you stand against your competition. Know what works for them and what goes against them. Uncover global trends with support for more than 190 languages.
Community Engagement
Conversations as Tickets
See all conversations about your brand, in the form of support tickets, and get a unified view of customers and their preferences through their history, analytics, followers, and influence.
Escalations & Auto-assignment
Get the flexibility to check with external teams who are not a part of the tool regarding responses through email escalations by adding the conversation details. You can also auto-assign queries to appropriate users/groups based on the rules you define, thus reducing time.
Impact Measurement
Get a holistic view of all the tickets that are at various stages of resolution, check TAT scores, and identify areas that need more action. Measure the impact by analyzing the difference in sentiment based on your efforts.
Social CRM
Automation and Workflows
Workflows and automation include queuing, ticket history, auto-assignment and classification, draft templates, and more to make sure that agents have everything they need to quickly respond to and resolve inquiries.
Agent Performance
Konnect Insights enables tracking and measurement of how well agents perform using different TAT reports and SLAs. It helps identify the hits and misses so that the right actions are taken improving agent productivity.
One View of the Customer
Have all your customer query data points, including web and social, in one place to be able to have a holistic view of the customer, including the query history, details, etc, and use this information for better CXM.
Social Analytics
Analytics and Benchmarking
700+ charts covering various aspects of listening, social media analytics, competitor analytics, and agent performance reports, you get a comprehensive and holistic view of your brand’s perception and performance in terms of customer experience management and marketing.
KISS - Konnect Insights Smart Suggestions
Understand complex metrics that are easy to remember. Insights are presented in a way humans speak. Understand what has worked for you and get suggestions on what will work for you with AI-powered smart suggestions.
Content Strategy
With all your insights in one platform, identify trends, pain points, hits and misses, moments when your audience is active, and much more to quickly shape align messaging into consumer-relevant and engagement-driven.
Social Publishing
Social Media Management
Easily and effectively publish and schedule posts on social media across multiple channels and multiple accounts, simultaneously, preview scheduled posts on different devices, and check them out on a content calendar for a 360-degree view of all your posts.
Approval Process
Ensure the right and correct content goes live on social media channels using the approval-rejection feature, facilitating easy collaboration between brands, agencies, and teams for the right representation of the brand.
Creative Asset Library
Pre-save all your content, including text and media, in the creative asset library. Easily pick them up while publishing and scheduling, giving your design and content teams the flexibility to plan and execute your campaigns and festivals.
Surveys and Feedbacks
Customer Satisfaction Surveys
If your customers are really satisfied, Send Csat-Customer Satisfaction Surveys that are linked to your customer care module and learn from your customers about the agent’s performance.
Link to Social Listening
Get the best ideas from those who matter the most—your customers. Analyze all insights in unified dashboards with classifications created for social listening.
Market Research
Expand your market research capabilities to keep track of your brand, test your ideas, or get a gut check with your target audience. Share learning across your organization.
BI tools and dashboards
Customized Dashboards
Create dashboards for various stakeholders by simply dragging and dropping charts from the chart library or charts created by BI tools. Bring in your external data sources too to create dashboards.
Create your own Charts
Create any type of chart using advanced features such as pivoting, defining your own filters, columns, dimensions, and measures, which are completely tailored to your needs while going granular, equipping you with intelligent insights for better business decisions.
Flexible Reporting
Shareable and collaborative dashboards and charts with the ability to add your own notes or inferences. You won't find the need to download data in Excel spreadsheets or make presentations. Save time and share live dashboards.
Themes and Brand Colors
Create your own themes to match your brand colors. Or define chart colors to match the brand and competition. Use various color palettes to make visually stunning dashboards.
Crisis Management
Identify Crisis
Ensure you are aware of any impending crisis that could affect your brand and be ready for it. Use keywords, hashtags, and other parameters such as follower count, to monitor situations that can lead to a crisis.
Get Notified in Real Time
Once you have defined the parameters to identify crises, you will get real-time alerts based on them. You can ensure that you don’t miss out on these notifications by choosing to be alerted on mobile apps and/or email.
Take Action
Prepare a crisis management and mitigation plan by looking at analytics and data. Respond to queries in real time and use workflows to enhance their productivity and TATs and identify and mobilize influencers to counter crises.
Unify your Customer Care and Marketing with Konnect Insights
