4 pillars of CEM
4 Pillars of Customer Experience Management.
Care is the new marketing
Customer experience is the only differentiator for success
Customer centricity is key
Omni-channel customer experience is the new norm
4 Pillars of Customer Experience Management.
A concept created by Mr. Sameer Narkar, Founder at Konnect Insights
The key aspects of the first 2 pillars
The key aspects of the first 2 pillars are to ensure you get data from all possible platforms. Web, Social Media, and Emails we offered traditionally and ensuring you do not miss out on anything was our unique value proposition.
Going beyond we started offering data from offline stores or locations using the QR code. This became a great feature in our product and many customers started implementing it.
Calling + Chats
Calling has always been an extremely essential channel for customers to get in touch with their brand and voice out their concerns whereas, Chats are emerging as a powerhouse for customer service and support. It is also essential that these channels are also included when you are listening and seeking valuable information.
To get these features in Konnect Insights we integrated these apps into our marketplace. Within your Konnect Insights tickets (if you have integrated calling functionality) you can now make outgoing calls. And at the same time, the incoming calls can be made by the customer to the available agent.
Analytics + CRM
We added loads of features to our analytics module in 2021. Earlier, in the year we fine-tuned our dashboards with a lightweight and fluid design and introduced color themes to match the brand colors. We then added templates in dashboards and then cloning features. There were huge additions in the BI tools (custom reports) module which is now the favorite tool for most of our customers. If you are pro at using Tableau or Power BI or even the pivots in excel spreadsheets you will love the BI tools of Konnect Insights.
The CRM integrations, and having one view of the customer are integral to analytics and hence they both combined to make a strong third pillar of CXM. The CRM integrations can bring in the additional information you need about the customer in Konnect Insights and at the same time, it can push valuable tickets and contact information to your CRM from Konnect Insights.
And finally the ACT part of CXM
Integrations with your marketing automation tools such as Hubspot, MS Dynamics CRM, Salesforce, Mailchimp can help you drive your marketing strategies effectively. You need to divide your customers into segments (the classifications of Konnect Insights) and can come up with a communication plan to reach out to these customer segments, and send them targeted messages by publishing content on social media or running marketing campaigns that are automated for better reach.
To know how we’ve used this for various brands across multiple industries and helped them elevate their customer experience
Why leaders love Konnect Insights
Konnect Insights is incredibly powerful! I have been actively using the platform for some time now and what has impressed me the most is the in-depth reporting from social listening across channels. You can really dig in and gain actionable insights to deepen connection with your followers. The publishing tools are excellent, too.Todd NilsonPresident at Clocktower Advisors
Konnect Insight's main USP is that it has an amalgamation of four distinct features. It was a blessing in disguise to have accidentally stepped on its website. The smooth UX/UI encourages any onlooker to stay put with the tools. Gaining Insights and generating reports has become effortless, we are happy to have chosen KonnectInsight as our Social Listening Partner.JithinCountry Feedback Leader at Decathlon
Konnect Insights empowers my client servicing and strategy teams to analyse the impact of the work we do for our clients. The integration of analytics and listening means my team can manage their work efficiently and meet our client expectations.Sabyasachi MitterMD at Fulcro World
Konnect Insights has been a reliable partner in our social media endeavours. The tool has helped us manage and map our social presence effectively. As a Consumer facing Brand with heavy consumer enagagement, Max Healthcare is very sensitive to the voice of customer. Konnect Insights as a platform has helped us understand it efficiently and helped us reach back to the people to assist them on multiple social platforms. Since last year when we first onboarded them I have seen the tool bring out new features to meet our requirements which are ever evolving and the team is very helpful with training workshops and resolving any issues.Rohit GahlautAssistant General Manager at Max Healthcare
Konnect Insights is primarily a professional web monitoring tool; but, like a Swiss army knife, it actually includes a few other full-fledged services as well:Social CRM tool: workflow and response management features; Analytics: brand, competition, and industry analysis; Social scheduling: easily schedule messages for your social profiles.Lilach BullockFounder at Lilach Bullock Ltd United Kingdom
Social Media Marketing is one of the most cost-effective online marketing strategies for some time now. However, when comes the time to scale social media campaigns for your clients, you need something extra. You simply can’t dominate social media without a great tool in your arsenal. We evaluated quite a few solutions before finalizing Konnect Insights. It’s one tool which helps in listening, analytics, publishing and response management hence it perfectly fits the bill for us.Ashish MohanCEO at COG Digital
The biggest advantage we see with using Konnect Insights is the hands-on approach of the team. They have taken into account our requirements and included the same in their product development roadmap. The platform is easy to use and has added to our overall social intelligence, and we aim to use the data we have to provide impactful insights to our clients.GD PrasadSenior Account Director at Dentsu Webchutney
After scouting for a number of options, our team finally zeroed in on Konnect Insights. The coverage of the tool is excellent and the monthly conversations that we used to track increased from 10k to 50k for our brand. As an agency this helped us a lot as we could report well to our client. The analytics and dashboards are very detailed and helps us manage everything in one tool.Inderjit Singh MatharuChief Operating Officer
The most important things I look for in a piece of software is a) does it do what I need it to do & b) is it intuitive. I can happily say Konnect Insights ticks both boxes. I was able to jump straight in and start using the platform easily, without any training. One of my favourite features is the 'assets library' where we can store and tag all our assets and collaborate seamlessly.Kye HushSenior Consultant at Tangram Consutling
Konnect Insights has been a very helpful 360-degree tool for our marketing and customer support teams. It helped understand the current market sentiments towards our brand and to create effective strategies around it. The best feature of this tool would be their Reports Dashboard that has a vast variety of data charts that can be used to create reports and presentations whenever needed.Maria CarvalhoAssociate Manager Marketing at Cuemath
Konnect Insights is proving to be essential to my job - right from getting exhaustive coverage for my clients to being able to manage their reputation by responding to customer queries. Most importantly I find it to be intuitive, so if there is anything that I haven't been shown I can generally figure it out for myself. It is the best software of its kind that I have ever used."KeithMarketing & Social Media Manager at Tangram Consulting
We have a seamless integration between Konnect Insights and Freshdesk. This gives us the ability to provide excellent coverage to our clients when it comes to social data. The queries coming on social media and web can be easily pushed into Freshdesk thus giving us a single view of the customer across the systemnsEric BohrenSr Director, Global Technology Partners and Marketplace at Freshworks