Keatext is a cloud-based text analytics platform for customer experience management, market research, employee engagement, and more, which analyzes customer comments and feedback, including survey responses, reviews, call center transcripts, and emails, to provide actionable insights. The Keatext platform is designed to help businesses across a range of customer-facing fields to manage and improve the customer experience by interpreting all customer feedback, solicited or freely given, and structured or unstructured. Businesses can also track trends in customer expectations and usage, and monitor the impact of any changes made to the business site or app. Keatext uses artificial intelligence to instantly discover new topics and emerging trends without human intervention.
Keatext is able to process unstructured data from across multiple channels including social media, call centers, chat, online reviews, surveys, and more, to deliver custom insights. In order to provide actionable data Keatext categorizes feedback into groups for 'praise', 'problems', 'suggestions', and 'questions', making it easier for users to understand and respond to customer feedback. Keatext automatically detects trends, both positive and negative, within feedback, so that action can be taken accordingly. Other features of Keatext include watchlists for tracking specific topics, blacklists for blocking feedback, the ability to create custom data dashboards, automatic grouping and connecting of feedback based on topics, and more.
Definitely recommended if you’re interesting in analyzing text feedback and use it for decision-making.
I got a chance to use Keatext for a client and I loved it. There are so many ways you can use this tool to get better at marketing. The sky is the limit – literally. Since then, I have recommended this tool to several clients who were struggling to understand their customers and were interested in creating buyer personas.
1. Easy-to-use rather it is fun app that will make you love you work.
2. Great customer support.
3. Let’s you monitor customer sentiments, trends, and more across multiple channels.
1. They have blacklisted IPs of several countries which restricts potential clients from accessing their website. Not sure what’s the logic here but if it’s a global tool, everyone should be able to access website.
2. Third-party integration needs more work.
Thank you for your review!
We do not blacklist IP addresses, though we have safety features in place to prevent suspicious activity. Feel free to reach out if you have troubles accessing our tool!
The sentiment score it provides as well as the text categories such as problem, praise, suggestion, question.
Because there is a limit of data depending on you pricing, when you upload a file by error (not right file, data not prepared before hand, etc.) and have to delete and reupload, it counts in the data limit. However, I must say Keatext has always been very open to exceptions to increase limit in the past for these special situations.
I'm grateful you took the time to review our platform.
Not only are you our oldest customer, but you're a true partner in helping us grow and better ourselves.
I love the user interface and how easy it is to move between pages. and we can just keep clicking on the words to go deeper.
the thesaurus function is a bit annoying. Sometimes even after we merge the words, they are still visible as separate words. It would be nice if a word cloud can be generated for the entire database
Glad you enjoyed the overall experience.
I wonder what went wrong with the groups back when you were using it. We'll keep an eye on it, thanks for the heads up!
You're right, there's no word cloud function in the app, but it's easy to make them using data export. (The world is divided in word cloud haters and word cloud lovers, we thought we'd stay neutral so we can have them all as customers. :D)
Thank you for the review, it contained valuable feedback!
Easy to use, good visuals, easy to import data... it was fun to see hypotheses get confirmed or infirmed by the analysis. It was the first time that i tried a software with a sentiment analysis this well presented. I was able to export intelligence from my analyses that were very valuable to me.
Sentiment analysis needs very large amounts of data to be relevant. Even if i liled the output, i was not able to get lots of value with smaller data sets. The precision was sometimes off and i had to manually analyse the data afterwards.
I'm happy you shared some insights into how you used the tool.
I think you tried our previous version, since then we've improved our analytics including the sentiment analysis. Your observation concerning small datasets is very interesting. I'd be curious to know what's your threshold of small vs. large. I usually prefer datasets with at least 3000 comments, just to be closer to a statistically significant sample size.
Please get in touch if you'd like to take it for another spin and thank you kindly for all the details you shared in your review.
It's easy to import data and to analyze it, the learning curve is super fast as the software is well built and easy to learn. The team was also there for me if I had questions. I liked that I could be autonomous in a matter of hours.
The analysis features were not exactly to my liking, and I felt the lexical analysis could use more statistical techniques for large datasets.
Thank you for sharing your thoughts with us. It's great to hear you had an easy time using the software.
I'd love to learn more about your last point concerning additional statistical techniques for the lexical analysis. I'm also curious to know which version of the application you used, we've advanced quite a lot on the types of analytics we do.
Please get in touch if you have a few minutes to share more details.
Contact Keatext for pricing information.
• Analyze feedback from across multiple channels including forms on the business website, social media, call centres, chat, and more.
• Utilize the dashboard to view at-a-glance the number of feedback comments by type, filtered by 'praise', 'problems', 'suggestions', and 'questions'.
• Process feedback in multiple languages including English, French, Arabic, and Spanish.
• Detect sentiment and trends, both positive and negative, within feedback in order to easily analyze the effect of new changes.
• Filter data in order to dive deeper into gathered feedback. Create custom filters in order to utilize data in a way that benefits the business most.
Voici quelques-unes des questions fréquentes sur Keatext.
Types de licences disponibles pour Keatext :
Type de licence: Abonnement
version d'essai gratuite: Disponible
Contact Keatext for pricing information.
Fonctionnalités du logiciel Keatext :
Utilisateurs habituels du logiciel Keatext :
Entreprises de taille moyenne, PME
Langues dans lesquelles Keatext est disponible :
Types de licences disponibles pour Keatext:
Nous n'avons pas d'informations sur les appareils pris en charge par Keatext.
Applications s'intégrant à Keatext :
Salesforce Sales Cloud, Zendesk, iperceptions
Ressources d'aide disponibles pour Keatext :
FAQ, Base de connaissances, Support en ligne, Support téléphonique, Tutoriels vidéo