Keatext Features

Keatext

Feedback analysis for customer experience

3.78/5 (18 reviews)

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AI/Machine Learning
API
Access Controls/Permissions
Activity Dashboard
Ad hoc Query
Ad hoc Reporting
Alerts/Notifications
Annotations
Application Development
Benchmarking
Boolean Search
Charting
Chat/Messaging
Collaboration Tools
Commenting/Notes
Customer Experience Management
Customer Journey Mapping
Customer Profiles
Customer Segmentation
Customer Service Analytics
Customizable Branding
Customizable Dashboard
Dashboard
Dashboard Creation
Data Analysis Tools
Data Blending
Data Capture and Transfer
Data Cleansing
Data Connectors
Data Discovery
Data Import/Export
Data Visualization
Demand Forecasting
Drag & Drop
Feedback Management
Financial Reporting
For Healthcare
Forecasting
Functions/Calculations
Geographic Maps
Graphical Data Presentation
High Volume Processing
Integration into Third Party Applications
Interactive Reports
KPI Monitoring
Key Performance Indicators
Knowledge Base Management
Knowledge Management
Language Detection
Marketing Reports
Media Analytics
Metadata Management
Mobile Dashboards
Mobile Reporting
Modeling & Simulation
Multi-Channel Data Collection
Multi-Channel Management
Multi-Language
Negative Feedback Management
No-Code
OLAP
Performance Metrics
Predictive Analytics
Predictive Modeling
Private Dashboards
Profitability Analysis
Progress Tracking
Public Dashboards
Publishing / Sharing
Qualitative Comparative Analysis
Quantitative Analysis
Reporting/Analytics
Sales Reports
Scheduled / Automated Reports
Scorecards
Search/Filter
Segmentation
Self Service Data Preparation
Self-Learning
Self-service Analytics
Sentiment Analysis
Single Page View
Statistical Analysis
Strategic Planning
Streaming Analytics
Summarization
Survey/Poll Management
Surveys & Feedback
Tagging
Taxonomy Classification
Text Analysis
Text Fields
Thematic Mapping
Third Party Integrations
Topic Clustering
Trend / Problem Indicators
Trend Analysis
User Research Analysis
Visual Analytics
Visual Discovery
Visual Workflow Management
Widgets
Visit WebsiteCompare App
AI/Machine Learning
API
Access Controls/Permissions
Activity Dashboard
Ad hoc Query
Ad hoc Reporting
Alerts/Notifications
Annotations
Application Development
Benchmarking
Boolean Search
Charting
Chat/Messaging
Collaboration Tools
Commenting/Notes
Customer Experience Management
Customer Journey Mapping
Customer Profiles
Customer Segmentation
Customer Service Analytics
Customizable Branding
Customizable Dashboard
Dashboard
Dashboard Creation
Data Analysis Tools
Data Blending
Data Capture and Transfer
Data Cleansing
Data Connectors
Data Discovery
Data Import/Export
Data Visualization
Demand Forecasting
Drag & Drop
Feedback Management
Financial Reporting
For Healthcare
Forecasting
Functions/Calculations
Geographic Maps
Graphical Data Presentation
High Volume Processing
Integration into Third Party Applications
Interactive Reports
KPI Monitoring
Key Performance Indicators
Knowledge Base Management
Knowledge Management
Language Detection
Marketing Reports
Media Analytics
Metadata Management
Mobile Dashboards
Mobile Reporting
Modeling & Simulation
Multi-Channel Data Collection
Multi-Channel Management
Multi-Language
Negative Feedback Management
No-Code
OLAP
Performance Metrics
Predictive Analytics
Predictive Modeling
Private Dashboards
Profitability Analysis
Progress Tracking
Public Dashboards
Publishing / Sharing
Qualitative Comparative Analysis
Quantitative Analysis
Reporting/Analytics
Sales Reports
Scheduled / Automated Reports
Scorecards
Search/Filter
Segmentation
Self Service Data Preparation
Self-Learning
Self-service Analytics
Sentiment Analysis
Single Page View
Statistical Analysis
Strategic Planning
Streaming Analytics
Summarization
Survey/Poll Management
Surveys & Feedback
Tagging
Taxonomy Classification
Text Analysis
Text Fields
Thematic Mapping
Third Party Integrations
Topic Clustering
Trend / Problem Indicators
Trend Analysis
User Research Analysis
Visual Analytics
Visual Discovery
Visual Workflow Management
Widgets
Visit WebsiteCompare App

Keatext Feature Reviews

18 reviewers had the following to say about Keatext's features:

Anonymous
(Marketing and Advertising company, 1-10 employees)

You will like it

2019-01-19

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

Pros

There are so many ways you can use this tool to get better at marketing. The sky is the limit – literally.

Cons

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

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!

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Olivier B.

Tried to find topics in agents comment

2018-03-20

Pros

Can put more that one database and compare them to each others.

Cons

Would like to be able to separate the different data imported.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No

Response from Keatext


Hi Olivier,
We're very happy you took the time to share your thoughts and that the overall experience was positive.

You're right about those icons, we've just hired a UX designer, so expect to see some massive improvements in the interface.
For now the only way to separate data is either by having different accounts or through watchlists. We're looking into introducing projects, but it might take a little while longer.

Thank you for the helpful feedback!
Tatiana

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Anonymous
(Management Consulting company, 5001-10000 employees)

A useful tool but needs improvement

2019-03-08

We were trying to understand customer perception of few cosmetic brands on social media websites and Keatext helped a lot in understanding underlying themes but need to be careful about the verbatim accuracy

Pros

The software can process and provide verbatim very fast and in a very intuitive GUI

Cons

The verbatim is mainly based on keywords used in the sentence such as "Good", "bad" etc. And aren't always accurate.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Occasionally

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from Keatext


We are very glad to hear you have had such a positive experience with Keatext, thanks so much for sharing! We're sorry that you did not find it as intuitive as you would like, however we have made huge upgrades to our features and would love the chance to share them with you personally. If you are interested, please drop us a line at sales@keatext.com
Marci

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Divya K.

Helpful software but scope to improve even further

2018-03-24

Mainly word grouping an

Pros

Grouping feature is quite convenient. Filters is a good feature.

Cons

Reaching customer care is a lil bit of a hassle.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No

Response from Keatext


Hi Divya,
Thank you for bringing up so many interesting points. You're right, there's a lot of scope for us to grow and helpful feedback like the one you provided will help us get there.

I'm confident you'll see a lot of improvements in the sentiment analysis once you try out our latest version of the product.

I'm very sorry to hear you had difficulties reaching customer care, we're working on improving our processes to increase responsiveness. Next time we'll be there for you faster.
Thanks!
Tatiana

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Samir T.

I used Keatext for sentiment analyses on large datasets.

2018-03-20

Pros

I was able to export intelligence from my analyses that were very valuable to me.

Cons

Sentiment analysis needs very large amounts of data to be relevant.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Monthly

Source: Capterra
Helpful?   Yes   No

Response from Keatext


Hi Samir,
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.
Tatiana

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Vinayak M.

Keatext - Simple, Effective

2019-03-09

It's simple and effective, good to use for doing overall sentiment analysis of a something simple like a survey. Need to manually bucket entries and create themes is a pain though.

Pros

Simple to use - Steps are easy to understand, no chance of missing out on something important tucked away in a random corner of the interface

Cons

Doesn't seem to have too many features - does sentiment analysis of keywords, allows you to bucket and create themes. What would have been amazing if it somehow grouped words together and made themes on it's own.

Rating breakdown

Value for money
Ease of use
Features

Time used: Less than 6 months

Frequency of use: Occasionally

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No

Response from Keatext


Dear Vinayak, thank you for your positive feedback and for using Keatext. We have added new features to help with bucket entries, and would love to demonstrate these features to you. If you are interested, please drop us a line here: sales@keatext.com.
Marci

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Sarwan B.

Does most of the work on its own, and easy to use

2018-03-23

Pros

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.

Cons

It would be nice if a word cloud can be generated for the entire database

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Occasionally

Source: Capterra
Helpful?   Yes   No

Response from Keatext


Hi Sarwan,
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!
Tatiana

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Francis C.

We evaluated Keatext during a test period and were very impressed with the results.

2018-03-27

Pros

The Keatext interface is clear and easy to use.

Cons

A complementary offer for other data formats would be appreciated.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Occasionally

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from Keatext


Hi Francis,
Thank you for reviewing Keatext! I am glad your experience was positive. My colleague in Customner Care will follow up on your request.
Take care!
Tatiana

Read more
Dawn K.

Keatext for consultants

2019-03-01

Pros

It is quick to set up, very easy to use and explain to others.

Cons

Better for text analytics - sentiment analysis is not sophisticated enough.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Monthly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No

Response from Keatext


Thank you for your feedback!

Read more
Anonymous
A verified reviewer

Easy to use

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.

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Frequency of use: Weekly

Source: Capterra
Helpful?   Yes   No

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

Read more
Sharon C.

Good for some use cases, but not for my case

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No

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 sales@keatext.com and we will be very happy to show you the results and get your feedback!
Thank you very much,

Read more
Shelleen L.

Keatext Review

2019-03-13

It doesn't completely mitigate the need to read every comment and categorize them myself. The hope was the text analysis tool would mitigate the need to read every comment, but it doesn't quite get there.

Pros

It is another tool to use as we review the survey comments and understand the concerns.

Cons

It seems a little convoluted, klunky, lots of steps to get to something useful, but still not what we are looking for.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Occasionally

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No

Response from Keatext


Shelleen, thank you for the feedback. We have introduced a lot of new features in the recent months and would love to walk you through them as we have drastically improved the User Interface. We would also be interested to learn more about your requirements in order to bring you solutions. Feel free to drop us a note at sales@keatext.com.
Marci

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Rachel H.

Keatext is great in theory but needs improvement in practice

2020-04-14

Pros

Keatext was easy to download and delivers on its promise to categorize large amounts of text data into digestible pieces/themes.

Cons

Keatext does not allow you to regroup easily, and doesn't appear to learn new categories after you have previously grouped them manually

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No

Response from Keatext


Hi Rachel, thanks for the feedback! We've been working a lot recently on the group management screens with the goal of improving usability. We also reviewed approaches for better automated grouping and introduced features to support larger categories (like a taxonomy or a customer journey map). We would be happy to take the time to present you the new features and get your feedback. We also have recently introduced Export and Import of custom groups, which allows you to reuse well formed groups by subject in different projects. This way the application is going to learn from the custom groups and regroup all new members into existing groups.Marci

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Myshka S.

Easy, great support and collaboration by Keatext

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

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

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Katerina F.

Good idea but execution was lacking

2020-04-17

Pros

The sorting features were really helpful. I liked being able to group by sentiment.

Cons

There was still a TON of manual work required which was extremely time-consuming given all of the data we entered.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Occasionally

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No

Response from Keatext


Hello, Katerina,
Thank you for your comment, much appreciated!
Working on groupings can be tedious at times, but we've been working a lot on our automated grouping approaches recently (including the examples you mentioned) and also adding import/export functionality to reuse work done from one project to another.
We would be very happy to show you the results and get your feedback!
Thank you very much,
Marci

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Justin R.

KeaText success and downfalls

2019-03-08

Although there was trouble uploading the reviews initially, the customer service team helped us figure this out, and the analysis ended up proving to be helpful.

Pros

I like that it can assess connotations within long reviews, rather than looking at each review one at a time.

Cons

It is not very intuitive how to use the software. The formatting has to be a very particular way in order for your records to upload properly.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Monthly

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No

Response from Keatext


Thanks very much for your feedback. We are very glad to hear that Keatext has been able to help you to quickly identify and understand underlying themes with customer feedback. We're sorry you are having challenges with verbatim accuracy though and would like to find a solution. Please drop me a line at sales@keatext.com so that we can look into this further!
Marci

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Vanessa S.

I was approached by Jay so I tried out Keatext mostly to give feedback.

2018-03-26

Knowing general sentiment of people writing into our support team.

Pros

I thought it was interesting to have a quick and easy way to see positive comments and negative comments as a trend and by terms.

Cons

The AI would often wrongly flag things as negative or positive because our users use interesting expressions and speak extremely casually. The software doesn't provide us enough value because it doesn't help our staff answer tickets more quickly.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Occasionally

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No

Response from Keatext


Hi Vanessa,
Thank you for taking the time to review Keatext, your feedback is much appreciated!

Since you last spoke to Jay we've upgraded our analytics engine, which means we have improved accuracy even when users talk casually. We even added the feature you suggested!- an overall satisfaction score extracted directly from the comments.

However, you're right, it wouldn't help much with the use case of answering individual tickets. Most of our customers use Keatext to extract overall trends and themes to help inform strategic decision makers (product managers, community managers or customer experience managers).

Thank you once again for your invaluable contribution!
Tatiana

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Katherine F.

Excellent tool, great value

2021-02-10

Pros

Keatext enables me to draw out insights and create concomitant visualizations, and to do so quickly. It is easy to use and intuitive.

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Monthly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more