Konnect Insights

One platform for listening, support tickets and publishing

Konnect Insights is a customer experience management platform that brings social listening, analytics, social CRM and publishing into a single tool. The company says it connects to more than 3,000 other software products, so tickets raised in outside apps can be created in Konnect Insights and analyzed alongside everything else, giving a brand one view of each customer.

Listening and market intelligence

The listening side covers the open web and social media, drawing on what the company describes as hundreds of millions of sources and built on big-data technology. It reports sentiment, share of voice, media type, influence, demographics and campaign performance, and supports more than 190 languages. Benchmarking lets a brand compare itself with competitors and the wider industry.

Conversations as tickets

Brand conversations arrive as support tickets that show a customer's history, followers and influence, so teams can set priorities for response. Rules can assign queries automatically to the right user or group, and email escalation lets outside teams that do not use the tool weigh in. Turnaround scores and sentiment shifts are used to measure the effect of the team's replies.

Social CRM

Queues, ticket history, classification and draft templates support agents, and agent performance can be tracked against turnaround targets and service levels. Customer satisfaction surveys can be linked to the care module.

Analytics and publishing

More than 700 charts cover listening, social analytics, competitors and agents, with an assistant called KISS that explains the metrics in plain language and offers suggestions. Posts can be scheduled across several channels and accounts, previewed by device, reviewed through an approval step and stored in a creative asset library.

Konnect Insights is a social listening and analytics platform that also handles ticketing and social CRM. It aims to give brands one view of the customer by unifying care and marketing data.

What Konnect Insights offers

• Social listening: covers the web, social media and other online sources.
• Analytics: dashboards on sentiment, share of voice, influence and campaigns.
• Ticketing and CRM: gathers customer tickets from many channels in one place.
• Publishing: posts content from the same tool.
• Benchmarking: compares a brand with competitors, with support for many languages.

Who it works with

Marketing and customer care teams use the same platform.

Key facts

• Integrations: connects with several thousand other software tools
• Languages: over one hundred and ninety supported