An omni-channel customer experience management platform for Social Listening + Community Engagement / Response Management (with advanced workflows) + Social CRM + Social Analytics + Social Publishing + Surveys + Dashboards / BI Tools + Crisis Management

Professional Plan

All Advanced Plan features + Social Listening

Plan Inclusions

Community Engagement

Owned Channels: Twitter, Facebook, Instagram, YouTube, LinkedIn, Email, TikTok, Telegram, Play Store reviews, Google My Business, Trust Pilot, Reddit, Facebook and Instagram ad post comments
Tickets Management
Roles and Permissions
TAT Reports
Queuing
Automated classification and assignment
Draft Templates
Email escalation
Response Management Workflows

Social Publishing

Enterprise Social Analytics – Social media platform analytics of

Advanced Plan

All Professional Plan features, plus:

Plan Inclusions

Community Engagement

Advanced Community Engagement All in Professional Plan + Severity, Severity based SLAs + Ticket priorities in Queuing, CSAT, NPS, Canned Messages
Automation - Automation playbook for replies and Response Management Workflows Watch Video
Social Publishing - All features in Professional Plan
Enterprise Social Analytics - All features in Professional + KISS (Konnect Insights Smart Suggestions)
CRISIS Management- Setting up real time alerts basis the keywords/profiles
Surveys and Feedbacks - Drive your business forward by using online survey tool to capture the voices and opinions of the people who matter most to your business
Employee Advocacy - Give your employees and partners a simple way to share curated content across their social networks and amplify the brand’s reach

Enterprise Plan

All Advanced Plan features + Social Listening

Platforms Covered in Social Listening

Public (using boolean queries)

Owned Channels

Competition channels

Quick Search

Reports

Share of Voice
Sentiment Analysis
Media Type Analysis
Classifications Analysis
Twitter and Instagram Hashtag Analysis
E-commerce reviews dashboard
One-click Report on brand health
TAT, Csat, SLA, NPS analysis
Agent Performance reports
Unlimited Dashboards and BI tools
BI tools for 3rd party integrations from Marketplace

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Frequently Asked Questions

What platforms are tracked when you set up the tool?

Blogs, Forums, News, Complaint Forums, Review sites, Twitter public, Twitter Mentions, Twitter DMs, Facebook public pages data, Facebook inbox, Facebook user posts, Facebook comments on posts and ad posts, Instagram public data based on hashtags, Instagram tagged posts, YouTube public videos, YouTube channel comments, Emails, Google Business Reviews, SMS, Android app reviews, iOS app reviews

What is a Topic?

A Topic is a set of search parameter with unlimited keywords. Based on the topics you create you see results in Konnect Insights from all over the web and social media.

You can further bucket these conversations into different heads called as classifications. You can add unlimited classifications inside one topic.

What is a social profile?

A social profile could be a Facebook page or a Twitter profile or a YouTube channel. You can add your brand’s social profile as well as your competitors. one Twitter profile, one Instagram profile, one Facebook page and one YouTube channel is counted as 4 social profiles.

What are mentions?

Mentions are the number of results in your account.

What is a user?

One user means one login id. Inside one account there can be multiple logins.

How is the setup done?

Setup is done by creating Topics and adding social profiles. Topics can be created for brand, competition or industry analysis. Social profiles are added so you can get insights on the posts done by your brand as well as competitors. You get private messages for the profiles you authenticate

What platforms are covered under social profiles?