Konnect Insights for retail and FMCG

Consumers decide with their thumbs.

An unboxing, a leaking pack, a late festive delivery. Consumers post the verdict before your team sees the complaint. Konnect Insights reads every mention at product and SKU level, routes each one to the team that owns it, and shows you which of fifty products is starting a problem.

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Trusted by India's leading FMCG, retail and consumer brands, including

ITC Nykaa Bisleri Manyavar Decathlon Joyalukkas
Product signal board4 categories, 48 SKUs
ProductSentimentScore
FoodsWhole wheat atta, 5 kg
84
FoodsSunflower oil, 1 LSeal broken
31
Personal careHerbal face wash
72
BeveragesFestive gift pack+18 pts
88
Home careLiquid detergent, 2 L
66
FoodsInstant noodles, 4-pack
78
62 "seal broken" posts in 48 hoursOne batch, one region. Routed to quality and the regional distributor.
Festive gift pack up 18 pointsCampaign reactions running 88% positive. Shared with the brand team.
60+
Retail and FMCG clients live on Konnect Insights
15+
Food and beverage brands, from FMCG staples to QSR chains
12+
Consumer electronics brands, from smartphones to smart fans
10+
Fashion and lifestyle brands, across India and the GCC
Why this matters

Consumer brands are judged in real time, on every platform.

The shelf, the unboxing and the review all happen in public, and they happen faster than a monthly brand tracker.

Every purchase is a public verdict

An unboxing, a bad delivery, a quality complaint. Consumers share it instantly, and one viral complaint can undo months of campaign investment.

Category competition never sleeps

New entrants, D2C challengers and private labels take share of voice every week. Brands that do not track the competitive conversation lose position before they notice.

Fifty SKUs, five channels, one team

A retail brand may run 20 product lines and 50 SKUs across five channels. Without structure, the team cannot tell a product-level problem from general noise.

CLIENT STORIES

From kitchen staples to wedding wear to smartphones.

Open any story to see the challenge, how Konnect Insights is deployed, the outcomes and the modules each brand runs.

KRC (Konnect Research Cloud) · Retail and FMCG Edition

Ask a question. Get a board-ready answer.

KRC turns product, portfolio and consumer signals into executive intelligence — brand trust, portfolio league tables, quality risk and launch performance. Instantly, in plain language, for the CEO, CMO and board.

Leadership questions

Live data 09:13:42
You

KRC Assistant

KRC intelligence

Select a role tab · Click any question · Open full answer or dashboard for the complete intelligence brief

CONSUMER SOCIAL CARE

Every complaint routed to the product team that owns it.

Quality, packaging, delivery and store complaints become tickets with a product, an owner and a deadline, across every brand in the portfolio.

Product and SKU-level routing

AI Essentials tags each mention by product line and intent, so the atta team never has to read about detergent.

Groups for every brand and category

Each brand, category or franchise gets its own view and queue, with a consolidated picture for leadership.

Quality and batch alerts

Clusters of the same defect from one region or batch reach quality and supply chain before they reach the press.

Inside the care stack you already run

Zendesk for ITC, Salesforce for Bisleri and Manyavar, Qualtrics for KFC. Tickets land where your team already works.

Consumer care queue, all brands93% replied within SLA
X 348
Instagram 274
Facebook 162
YouTube 88
Amazon reviews 71
Email 54
XConsumer, Pune

"Bought the 1L sunflower oil yesterday. Seal was broken and it leaked all over my bag. Second time this month from the same shop."

PackagingBatch traceReply due in 30 min
Suggested reply"That's frustrating, especially twice in a month, and I'm sorry. Could you share the batch code on the pack? We'll replace it and send it to our quality team, who are already checking this batch."
Open tickets 997Average first reply 22 min
Built for portfolios

Many brands, many SKUs, many markets. One platform.

Retail and FMCG companies rarely have one brand talking to one audience. Konnect Insights is configured around how your portfolio actually works.

ITC Limited

Groups by category

Foods, personal care and other categories each get their own clusters and product team view, inside one conglomerate platform.

ITC group viewFoodsPersonal careStationery

Nykaa

Own brands and marketplace

Nykaa's own D2C brands are separated from marketplace product conversations, so brand teams see only what they own.

Own D2C brandsMarketplaceDeliveryApp

Joyalukkas

India and the GCC

140+ showrooms across two regions, with clusters by market and category, and Arabic conversation in the GCC.

IndiaGCCBy categoryArabic

Manyavar

Seasonal peaks

Festival and wedding season configurations keep SLAs holding when volume and emotion both peak.

StoreWedding seasonDeliveryFestive

Connected to the retail tech stack.

Konnect Insights plugs into the care, CRM and survey tools retail and FMCG brands already run. No rip and replace.

Zendesk

Social tickets inside ITC's care workflow.

Live

Salesforce

Social care resolution in the CRM for Bisleri and Manyavar.

Live

Qualtrics

Survey scores beside social sentiment for KFC.

Live

Order management

Care linked to fulfilment and returns for Decathlon.

Under evaluation

Salesforce

Social care connected to Atomberg's CRM.

Under evaluation
Coverage
Wherever consumers shop, review and post.

30+ channels, including the marketplaces and review platforms where product verdicts are written.

⚡
🔒 konnectinsights.com / channels
Social Media & Messaging
X / Twitter
X / Twitter
Facebook
Facebook
Instagram
Instagram
LinkedIn
LinkedIn
YouTube
YouTube
WhatsApp
WhatsApp
Telegram
Telegram
Threads
Threads
TikTok
TikTok
Reviews, Web & Feedback
Email
Email
Google Business
Google Business
App Store
App Store
Play Store
Play Store
Blogs
Blogs
Web
Web
Feedback
Feedback
Surveys
Surveys
Line
Line
Communities, Forums & More
Reddit
Reddit
Quora
Quora
Trustpilot
Trustpilot
Forums
Forums
Consumer Forums
Consumer Forums
Reviews
Reviews
News
News
E-commerce Review
E-commerce Review
Viber
Viber

Covering 30+ channels today — with new integrations added every quarter. If your customers are talking, we're capturing it.

The Platform
Everything a consumer brand needs, in one place.

From a single SKU's complaint to the CMO's quarterly brand review.

Social listening

Every brand and product mention across 30+ channels, tracked before it becomes a complaint or a crisis.

Social care

Every consumer complaint becomes a ticket with SLA, severity and routing to the right product team.

SKU-level intelligence

Topic clusters per product line or SKU, so each category team sees its own consumer signal.

AI Essentials

Auto-tags product complaints, delivery issues, quality feedback, purchase intent and campaign reactions.

Competitor intelligence

Rival brands tracked on sentiment, share of voice, product comparisons and campaign response.

Campaign measurement

Launches measured by earned sentiment and share of voice, before, during and after the campaign.

Crisis detection and alerts

Spike detection for quality issues, viral complaints and PR moments, before the story spreads.

KRC consumer intelligence

Brand health scores, VoC and competitive benchmarks, answering CMO and CEO questions instantly.

KONNECT AI+
AI that knows which product the complaint is about.

Festive sales, launches and viral moments bring sudden volume. Konnect AI+ sorts it by brand, product and intent, drafts the reply, and answers routine questions on its own.

Agent Empower

Drafts a reply to every complaint before your agent starts typing, with the right product details and a fix already in the draft.

"Ordered the festive gift hamper for my parents. It arrived after Diwali. What's the point now?"
Festive order, late delivery, high emotion. Route to e-commerce care.
"A gift that arrives after the festival misses the moment, and I'm really sorry. I've refunded the delivery charge and added a voucher, and I'd like to send your parents a small gift from us. Can you confirm their address?"

AI Essentials

Classifies and routes every mention by brand, product and intent, so a festive sale does not bury a quality complaint.

12,600 mentions in 24 hours, festive sale day
  • Campaign reactions, to brand team7,940
  • Delivery and order issues2,680
  • Product questions, to KonnectChat1,890
  • Quality and safety, quality team now90

KonnectChat AI

Answers routine consumer questions on WhatsApp and web chat around the clock, from store stock to order status, and hands over with full context.

"Is the running shoe in size 9 available at the Andheri store today?"
"Yes, there are 3 pairs in size 9 at Andheri. I can reserve a pair for you until 8pm today. Shall I go ahead?"
Resolved without an agent

How we grow with you

We meet you where you are and take you to best in class.

Most brands begin with social care. Our fastest-growing customers reach stages six to eight within 12 months.

  1. Social care

    Every complaint becomes a ticket.

  2. Workflows and SLAs

    Owners, deadlines and escalation.

  3. Social listening

    Product, category and rival signals.

  4. Omni-channel hub

    Social, reviews and WhatsApp in one queue.

  5. Quality assessment

    Every reply scored and coached.

  6. Konnect AI+

    Routing at portfolio scale.

  7. Agent Empower

    AI-drafted replies for every agent.

  8. KRC intelligence

    Board-ready consumer answers.

Stages 1 to 2

Foundation

Consumer complaints are captured and owned. This is where most consumer brands begin.

Stages 3 to 5

Scale

Product, category and competitor signals are separated, unified in one hub and quality-checked.

Stages 6 to 8

Best in class

AI handles festive volume and KRC turns consumer signals into brand and product decisions.

THE CX HUB
Every brand and SKU. One view of every consumer.

Most consumer companies run a listening tool per agency, a helpdesk per brand and a brand tracker that arrives a month late.

Today

A tool per brand, and product problems found late.

  • Agency listening reportsMonthly
  • Helpdesk per brandNo shared view
  • Marketplace reviewsUnanswered
  • SKU-level signalBlended into brand
  • Quality issuesFound after they trend

With Konnect Insights

Keep the systems you rely on and connect them to every consumer signal.

  • Every brand, category and SKUOne platform
  • Social, reviews and WhatsAppOne queue
  • Zendesk, Salesforce, QualtricsConnected
  • Batch and quality alertsEarly warning
  • KRC for leadershipSame data
GO DEEPER
Explore the modules behind these stories.

Social Listening

Every brand, product and competitor conversation across 30+ channels, with quality alerts built in.

Omni-channel Ticketing

Consumer complaints from every channel as SLA-tracked tickets, routed by product.

KRC Intelligence

Brand health, VoC and competitor benchmarks for leadership, in plain language.

Konnect AI+

Agent Empower, AI Essentials and KonnectChat AI, built for festive-season volume.

KonnectChat AI

Store stock, orders and product questions answered on WhatsApp, day and night.

Quality Assessment

Score every reply for accuracy, empathy and brand voice, brand by brand.

Consumers decide with their thumbs. Make sure you are in the conversation.

Listen at product level, respond across every brand, and grow trust at every consumer touchpoint.

Book a demo

See SKU-level listening, social care and consumer intelligence for retail in 30 minutes.

Take the CX Platform Checklist

19 questions to test if your platform is ready for AI agents. Get your scored readiness report.

Explore KRC

The CX intelligence layer that turns every customer conversation into answers leadership can act on.

ITC, Patanjali, Bisleri, Fortune Foods, KFC, McDonald's, Nykaa, Manyavar, Blinkit, Zepto, Oppo, Nothing Tech, Atomberg, Joyalukkas and Decathlon