AI TOOL PROFILE
Konnect Insights: Omnichannel CXM Platform
- Customer Support
- Customer Support
- Enterprise brands
- CX teams
- Marketing teams
- Leadership and CEO teams
Pricing
Pricing starts at $39/user/month for the Starter plan, with Professional at $79/user/month and Advanced at $119/user/month, all billed yearly.
At a glance
- Best for
- Enterprise brands, CX teams, Marketing teams, Leadership and CEO teams
- Key use cases
- Unified Customer Support, Brand and Competitor Monitoring, Customer Churn Prediction, Crisis Management, Executive CX Reporting
- Integrations
- Salesforce, HubSpot, Zoho CRM, Zoom, MS Teams
- Official website
- Visit Konnect Insights official website
How AI is used
Konnect Insights is an omnichannel Customer Experience Management (CXM) platform designed to centralize customer care and marketing insights. It integrates social listening, ticketing, and analytics into one interface, supporting over 30 channels including social media, messaging apps, email, and review sites.
The tool is built for brands that manage high volumes of customer conversations. It includes AI-powered features through Konnect AI+ for sentiment analysis, auto-tagging, and churn prediction to assist agents and managers.
For leadership teams, the platform provides the Konnect Research Cloud (KRC) for high-level CX intelligence, which is intended to turn customer conversations into strategic business decisions. The software supports security certifications including GDPR, SOC 2, and HIPAA.
Buyers should confirm whether specific AI add-ons and higher-tier security controls align with their budget and regulatory requirements, as some capabilities are reserved for higher-priced plans.
Key Features
Omnichannel Ticketing
A unified inbox that collects conversations from social media, email, calls, chats, and messaging channels.
Social Listening
Tracks brand, competitor, and industry mentions across channels in real time using boolean search queries.
Konnect AI+
Provides AI-powered sentiment analysis, automatic tagging, severity detection, and suggested replies for agents.
Social Publishing
Tools for planning, creating, and publishing content across multiple social profiles from a single calendar.
KRC (Konnect Research Cloud)
An intelligence module designed for leadership to extract strategic insights from customer data.
Quality Assessment
Includes scorecards and AI evaluation to monitor agent performance and compliance.
Use Cases
Unified Customer Support
Managing support tickets and direct messages from multiple social and messaging platforms in one inbox.
Brand and Competitor Monitoring
Tracking public mentions and sentiment shifts to identify emerging risks or market trends.
Customer Churn Prediction
Using AI to identify at-risk customers based on sentiment and interaction patterns.
Crisis Management
Detecting viral complaints or negative sentiment spikes in real time to support faster responses.
Executive CX Reporting
Converting large volumes of customer interactions into summaries for board-level strategic decisions.
Integrations
- Salesforce
- HubSpot
- Zoho CRM
- Zoom
- MS Teams
- Shopify
- MS Dynamics
- Genesys
- Exotel
FAQ
What is an omnichannel CXM platform?
- It is a system that centralizes customer conversations, analytics, and workflows from social media, email, reviews, and messaging into one unified interface.
How does Konnect Insights differ from a standard helpdesk?
- While helpdesks primarily manage tickets, Konnect Insights integrates public social listening and brand monitoring with private customer support and analytics.
Which pricing plan is right for my business?
- The Starter plan ($39/user/month) covers basic ticketing and listening, while Professional ($79/user/month) and Advanced ($119/user/month) add automation, SLA management, and enterprise security.
Is the platform compliant with healthcare data standards?
- Yes, Konnect Insights is HIPAA enabled and holds certifications including GDPR, SOC 2, and ISO 27001:2022.
Source category: Customer Support
Source subcategory: Customer Support
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