Viewers today expect more than good content. They expect bug-free streaming, timely responses, and platforms that listen. When the app crashes during a finale or the subtitles are off, they won’t wait, they’ll rant on social, leave a 1-star review, or just cancel.
Konnect Insights helps OTT platforms track, manage, and resolve viewer complaints across every channel. It gives CX, product, tech, and content teams a shared view of what’s working, what’s broken, and what needs fixing in real time.
There’s no consistent process. Some log complaints manually, others forward them via email, and most don’t share resolution updates with the brand team
Negative reviews or bulk complaints about quality start showing up on forums, app reviews, or YouTube comments. By the time it reaches support, it’s already public.
Support teams spend their time firefighting, with no structured data to flag recurring product issues, shipping delays, or process failures.
Complaints that should drive change in packaging, service levels, or regional delivery timelines often stay stuck inside spreadsheets or inboxes
Konnect Insights pulls in support tickets, WhatsApp chats, app reviews, tweets, DMs, comments, and emails, everything in one place. Each is auto-tagged by issue type, severity, and sentiment.
You can set alerts for crash reports, login problems, or keyword spikes like “episode not loading” or “stream stuck”. Escalate real bugs straight to dev or QA teams.
Use AI-generated replies and workflows to respond faster to known issues. Let your agents focus on edge cases, not refund requests or device compatibility questions.
With shared dashboards and real-time tagging, every team can track the feedback relevant to them — and act on it.
Konnect Insights shows you which features users are asking for, what they’re loving, and what’s annoying them — with actual data, not just gut feel.
faster response to critical platform issues
visibility across all digital and app-based feedback channels
fewer repetitive tickets through automated replies
Early warning on bugs and crashes before they go viral Better cross-team coordination between CX, content ops, and product Reduced churn from improved viewer satisfaction and quicker fixesWith dozens of streaming options and zero patience for broken experiences, viewers won’t wait for fixes. They’ll switch. Konnect Insights helps OTT platforms listen early, respond fast, and keep users loyal.
You don’t just get a helpdesk — you get a real-time system of insight that connects feedback with action.
Konnect Insights helps OTT brands manage content feedback, app issues, subscription queries, and regional sentiment, all from a unified dashboard.
Konnect Insights integrates with Google Play, App Store, Instagram, Twitter, WhatsApp, email, and chat to bring all viewer interactions into one place.
Yes. Konnect AI+ tags tickets with keywords like ‘buffering’, ‘audio out of sync’, or ‘login failed’ and routes them to the relevant support queues.
Real-time alerts and sentiment trends allow OTT brands to detect and act on complaints linked to show launches, peak hours, or platform crashes.
Absolutely. Reviews, tweets, emails, and messages related to shows, pricing, or subscriptions are unified for agent response and analytics.
Konnect Insights supports multilingual ticket handling, enabling teams to address viewer concerns in regional and international languages.
Yes. Konnect AI+ handles FAQs and responses around billing issues, failed renewals, and refund requests via chatbots or macros.
High-reach complaints or influencer tags are auto-flagged and escalated for quick PR handling.
Yes. Show-wise sentiment analysis, keyword clouds, and episode-tagged complaints help teams understand viewer reaction.
Support tickets can be segmented by user tier, subscription type, geography, or device used, enabling contextual support.
Tickets tagged with keywords like ‘difficult UI’, ‘search not working’, or ‘download error’ are analyzed and shared with UX/product teams.
Yes. Issues like subtitle mismatch, language errors, or content not loading in the selected language are auto-categorized.
Yes. WhatsApp or in-app surveys can be sent post-release to gauge sentiment and satisfaction.
Yes. Konnect AI+ handles queries related to kids’ profiles, screen limits, and multi-device access via automated workflows.
With automated replies, smart routing, and multilingual agent assistance, Konnect Insights ensures round-the-clock service coverage.
Yes. Tickets are filtered by device metadata, allowing performance tracking across platforms.
Genre-specific dashboards and tag filters help content teams align programming decisions with viewer feedback.
The platform is ISO and GDPR compliant, ensuring user data privacy, encryption, and role-based access.
Yes. These tickets are routed to content compliance or moderation teams using keyword filters and workflows.
Reports include show-wise complaint trends, first response rate, cancellation feedback, CSAT/NPS, and regional sentiment shifts.
Yes. Chatbots on WhatsApp or webchat guide users through account recovery, billing updates, and device management.
Negative reviews are tagged for urgent follow-up, with AI-suggested responses or escalation options.
Yes. Resolved tickets can trigger follow-up messages or surveys to validate satisfaction.
Yes. Influencer tracking tools identify trending mentions, PR-sensitive tags, and high-volume complaints for proactive handling.
Brands report improved churn control, faster response time, lower complaint recurrence, and deeper content feedback visibility.