About Keatext

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.

Key benefits of Keatext

• 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.

Devices

Business size

S M L

Markets

United States, Canada

Supported Languages

English, French

Images

Filter and sort feedback by type or source
Add topics to a watchlist in order to track any mentions
View the type of feedback by percentage
View 4 more
Keatext screenshot: Filter and sort feedback by type or source Keatext screenshot: Add topics to a watchlist in order to track any mentions Keatext screenshot: View the type of feedback by percentage

Features

Total features of Keatext: 14

  • Activity Dashboard
  • Chat
  • Commenting
  • Customer Experience Management
  • Customer Service Analytics
  • Dashboard Creation
  • Data Capture and Transfer
  • Data Filtering
  • Feedback Collection
  • Filtered Views
  • Knowledge Base Management
  • Multi-Channel Management
  • Multi-Language
  • Progress Tracking

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Reviews

Overall rating

3,8 /5
(18)
Value for Money
3,6/5
Features
3,6/5
Ease of Use
4/5
Customer Support
4,3/5

Already have Keatext?

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Showing 5 reviews of 18
Myshka S.
Overall rating
  • Industry: Consumer Services
  • Company size: 5 001-10 000 Employees
  • Used Weekly for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Easy, great support and collaboration by Keatext

Reviewed on 2018/03/23

Pros

The sentiment score it provides as well as the text categories such as problem, praise, suggestion, question.

Cons

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.

Response from Keatext

Hi Myshka,
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.
Thanks,
Tatiana

Verified Reviewer
Overall rating
  • Industry: Marketing & Advertising
  • Company size: 2-10 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

You will like it

Reviewed on 2019/01/19

Definitely recommended if you’re interesting in analyzing text feedback and use it for...

Definitely recommended if you’re interesting in analyzing text feedback and use it for decision-making.

Pros

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.

Cons

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.

Response from Keatext

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!

Katherine F.
Overall rating
  • Industry: Management Consulting
  • Company size: 2-10 Employees
  • Used Monthly for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Excellent tool, great value

Reviewed on 2021/02/10

Pros

Simply put, I love Keatext. Keatext enables me to draw out insights and create concomitant visualizations, and to do so quickly. It is easy to use and intuitive. Beyond the tool itself, the Keatext team goes above and beyond to serve their clients, whether through trainings or quick-turnaround scrape requests. Keatext is not cheap but the value it delivers--both in terms of the tool itself, as well as the time it saves me from writing scrapes and do a completely manual analysis--is more than worth it.

Cons

Some workflows and work areas within the tool still feel a little clunky.

Verified Reviewer
Overall rating
  • Industry: Retail
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support

Easy to use

Reviewed on 2018/03/26

Pros

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.

Cons

The analysis features were not exactly to my liking, and I felt the lexical analysis could use more statistical techniques for large datasets.

Response from Keatext

Hello!
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.
Thanks!
Tatiana

Sharon C.
Overall rating
  • Industry: Management Consulting
  • Company size: 1 001-5 000 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 5.0 /10

Good for some use cases, but not for my case

Reviewed on 2020/04/22

Pros

Power to analyze thousands of text data rows.

Cons

Limitations are so clear.
1) Filter set renews every time I update the data even though the columns are the same in the same order.
2) Cumbersome to add any filters. It would be nice to drag and drop like in Excel pivot table or in Tableau.
3) Its AI is not able to read beyond typos. Making sure the thousands of rows of text data doesn't contain any typo is a burden for its users.
4) Noun = topic, adjective = sentiment -- too binary. What if users express the same idea by saying "reliability is great" and "reliable product"? Shouldn't it be considered the same? But Keatext doesn't know how to do that.
5) Unclear how retraining works. There were 1000 times I wanted to retrain the AI, but there wasn't enough guideline.
6) AI can't read between the lines. It's too single dimensional. Nuance won't be picked up by Keatext.

Response from Keatext

Hi Sharon, thank you for taking the time to provide us feedback. We have worked numerous improvements on the platform and are releasing very exciting new features shortly. As a more specific response to all your points, we believe we can help with a short training session as all the points above are already available in the platform. Please connect with us on [email protected] and we will be very happy to show you the results and get your feedback!
Thank you very much,

Showing 5 reviews of 18 Read all reviews

Keatext FAQs

Below are some frequently asked questions for Keatext.

Keatext offers the following pricing plans:

  • Pricing model: Subscription
  • Free Trial: Available

Contact Keatext for pricing information.

Keatext offers the following features:

  • Ad Hoc Reports
  • Analytics
  • Boolean Queries
  • Collaboration
  • Data Management
  • Discussion Boards
  • Document Filtering
  • Language Detection
  • Multi-Channel Collection
  • Taxonomy Classification
  • Topic Clustering

Keatext has the following typical customers:

Small Business, Mid Size Business

Keatext supports the following languages:

English, French

We do not have any information about what devices Keatext supports

Keatext integrates with the following applications:

Salesforce Sales Cloud, Zendesk, iperceptions

Keatext offers the following support options:

Phone Support, Online Support, FAQs, Knowledge Base, Video Tutorials

Related categories

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