Community Engagement - Konnect Insights - A unified customer experience management platform ...

Enhance Customer Experience

Engage with your audience in meaningful ways

Monitor, analyze, and enhance your brand’s online reputation across multiple channels. Proactively address concerns, engage with your audience, and strengthen your online credibility. 

For Customer service

Care is the new marketing

With tools designed for customer care agents, supervisor and various stakeholders ensure you make your customers happier by engaging with them and giving them right solutions with a unified platform for a one view of the customer.

One Ticket view, Queuing, automated assignment, automated classification, mobile view, roles and permissions, automated prompt responses, mobile view, approvals, maker / checker, advanced workflows; you have everything in Konnect Insights to make customer care’s life easier and the customers happier.

For Marketing​​

Actionable Insights

Get a 360-degree view of your brand with a unified platform. Learn more about your customers, your competitors and your segment. Engage with your customers in meaningful ways and make your customers happier.

Easily create multiple dashboards for various stakeholders and CXOs. Slice and dice all complex metrics with BI tools. Be the first to know how online conversations are impacting your brand.

Enhance Customer Experience

Comprehensive Monitoring

Monitor a wide range of online channels, including social media, review sites, forums, blogs, and news articles.

Sentiment Analysis

Analyze the emotional tone behind brand mentions to understand public sentiment.

Brand Mentions Tracking

Keep track of brand mentions to stay informed about online discussions.

Competitor Monitoring

Monitor competitor mentions and sentiment for competitive insights.

Crisis Detection

Detect potential PR crises in real-time and respond promptly.

Review Management

Effectively manage online reviews, enhancing credibility and trust.

Reputation Benchmarking

Benchmark your reputation against industry standards and competitors.

Customer Feedback Analysis

Aggregate and analyze customer feedback to address concerns and improve offerings.

Custom Alerts

Set up custom alerts to stay informed about specific keywords, mentions, or sentiment trends.

Actionable Insights

Receive actionable recommendations based on data analysis to enhance your reputation.

Audience Engagement

Engage with your audience directly, showcasing commitment to customer satisfaction.

Reporting and Analytics

Access detailed reports and analytics to track reputation changes and ORM impact.

Community Engagement Features

1. Create Tickets : Easily generate and manage support tickets to track and resolve customer queries, issues, and requests efficiently.

2. Queuing : Organize and prioritize incoming tickets using a queue system, ensuring that urgent matters are addressed promptly.

1. Track and Measure CSATs: Monitor Customer Satisfaction (CSAT) scores to gauge customer happiness and identify areas for improvement in your support processes.

2. SLAs (Service Level Agreements): Set and measure Service Level Agreements to ensure timely responses and resolutions for meeting or exceeding customer expectations.

1. Auto Classification of Tickets: Leverage machine learning and AI algorithms to automatically classify and categorize incoming tickets based on their content, enabling efficient routing and handling.

2. Auto Assignment of Tickets: Automate ticket assignment to the most appropriate support agents or teams based on predefined criteria, ensuring a swift and efficient resolution process.

1. Automation: Implement workflow automation to streamline repetitive tasks, reducing manual efforts and ensuring consistency in customer interactions.

2. Auto Responses: Implement automated responses to acknowledge customer queries immediately, providing reassurance and setting expectations for resolution times.

Additional features​

AI Responses

Measure NPS

Agent Performance Management

Setup Canned Responses

Define TATs Based on Working Hours

Configure Escalation Matrix

User Access Management

Set Queueing Priorities

Define Ticket Severities

An all-in-one platform to unify your customer care and marketing insights
Achieve one view of the customer across all customer touchpoints
100% Coverage of public and authenticated private channels
Huge ROI with Konnect AI+ and Dashboards / BI Tools
A delight for your customers. A delight for your agents
Achieve omni-channel customer experience
Real-time and accurate reports with customized dashboards
High levels of Automation and Konnect AI+
Dump Siloed approach. Unify your customer experience
Multilingual and covers all written languages
Integrations with CRMs, Contact Center and many more
App Marketplace to connect with your favorite apps
Covers all social, public web, messaging, reviews and location data

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