Konnect Insights Mastery

Name: Konnect Insights Mastery
Rating: 5.0 (169 reviews)

Learn how to undertake Customer Experience Management using Konnect Insights

Highest Rated

Created bySameer Narkar

Last updated 3/2024

English

What you'll learn

Learn practical applications of CXM fundamentals
Learn how to set up and use Konnect Insights
Learn digital Marketing and Analytics using Konnect Insights
Learn response management and community engagement using konnect insights

Course content

4 sections • 48 lectures • 5h 19m total length

Introduction1:56
Apply social listening and customer experience management learnings with the Connect Insights platform through hands-on setup, customization, and deriving meaningful insights for marketing analytics and customer experiences.
What are topics and boolean queries and how to set up?11:44
Master how to set up topics and boolean queries in Connect Insights using recommended and advanced methods, with contains, contains and does not contain, and/or not operators and filters.
How to add owned and competitors’ social media brand accounts4:02
Add owned and competitor social media profiles to the Connect Insights platform, with or without login credentials, to enable social listening, analytics, KPIs, publishing across multiple channels, and competitor analysis.
How to add email inbox3:11
Learn how to add your email to Connect Insights, map emails as conversations, and enable automated responses to customer inquiries using Gmail, IMAP/POP3, or Gmail OAuth.
What is classification and why is it important for social listening and how to9:16
How to setup auto assignments6:21
Configure auto assignments and queued messages to route conversations to the right agents, improve response times, and streamline ticket management through configurable queues, filters, and agent routing.
Setting up TATs, SLAs and priorities for tickets11:45
Learn to set up severities, SLAs, and ticket priorities in Connect Insights, including keywords, sentiment, reminders, escalations, and working hours for accurate turnaround time.
Setting up users and access roles4:00
Setting up Draft responses4:02
Learn to create and apply draft and canned message templates in Konnect Insights Mastery, customize tone by platform, and automate responses using draft templates in the ticket workflow.
Setting up automations7:19
Learn to set up response automations in the Connect Insights platform, defining rules, keywords, timing, and templates for Facebook inbox to boost agent productivity and tighten SLAs.

Introduction1:09
Master how to manage customer queries within Connect Insights by handling messages, tickets, and queue messages through practical, hands-on learning.
All Messages view, capturing conversations as tickets, and queuing6:07
Navigate the all messages view to capture conversations as tickets and queue them for handling. Access ticket views with customer data and history, escalate via email, and use AI-assisted replies.
Responding to cutomer queries3:54
Master how to respond to customer queries in the Connect Insights platform, using manual, canned, or AI-assisted messages and updating tickets with follow up, in progress, resolved, or closed statuses.
Response Management workflows for agents + ticket master view10:53
Master response management workflows for agents and the ticket master view in connect insights, covering queued messages, round-robin ticket assignment, and customizable ticketing views for efficient team coordination.

Introduction1:42
Explore Konnect Insights Mastery and its social listening analytics, tracking conversations across social channels and the web to identify trends and derive actionable insights for efficiency.
Social Listening Analytics1:44
Learn how to set social listening analytics in the Connect Insights platform, explore reports that analyze social conversations, and see share of voice, sentiment, and media type analysis.
Share of Voice8:48
Learn to measure your brand's share of voice against competitors using social listening, with charts on trends, sentiment, top posts, word clouds, and regional insights.
Sentiment Analysis7:57
Explore sentiment analysis using NLP, categorizing conversations into positive, negative, and neutral; view real-time reports, trends, and charts, with options to compare profiles, export data, and customize visuals.
Classifcation Analysis8:48
Navigate to the monitor module’s classification reports, configure profile, date range, and platform, then interpret sunburst, trend, word cloud, and key metrics to analyze classifications and sentiment.
Mediatype Analysis6:41
Analyze media type data to discover where brand conversations occur across platforms, with sentiment and traffic sources informing engagement and PR decisions.
Social Listening Twitter Analytics7:04
Explore Twitter analytics in Konnect Insights Mastery by reviewing the Twitter report with tweet volume, reach, and impressions, plus charts for word clouds, sentiment, top influencers, and demographics.
Social Listening Instagram Analytics4:47
Explore the Instagram analytics report to track posts, messages, and mentions; analyze engagement over time, top posts, wordcloud, hashtags, sentiment, and post-type engagement.
Competition Analytics through Social Listening4:36
Analyze competitors through social listening with Connect Insights: map profiles, create topics, fetch data, and explore sentiment, share of voice, top posts, and channel benchmarks for Twitter and Instagram.
Introduction1:21
Learn to track KPIs across Twitter, Instagram, Facebook, and LinkedIn using Connect Insights, compare competitor performance and Google business locations, and leverage Connect Insights Smart Suggestion (Kiss) to simplify reporting.
Importance of social media analytics5:37
Explore how social media analytics collects, measures, and interprets data to reveal reach, impressions, engagement, and audience insights. Leverage these insights for data-driven decisions, content optimization, and campaign effectiveness.
Twitter17:04
Facebook20:51
Learn how to access Facebook Analytics, customize engagement rate calculations, and generate reports while exploring metrics like reach, impressions, engagement, followers, and top posts.
Youtube9:51
Explore YouTube analytics within konnect insights mastery, tracking views, watch time, engagement, demographics, and subscriber trends across time, with charts, cards, and top videos for data-driven insights.
Instagram10:46
LinkedIn4:36
Explore LinkedIn analytics to customize engagement rate, impressions, and followers by date range, and download reports in PowerPoint, Excel, or PDF to optimize your LinkedIn strategy.
Tiktok3:22
Facebook Ads manager4:05
Competitor comparisons26:03
Learn to conduct competitor comparisons across social platforms using Connect Insights, analyzing posts, mentions, engagement, followers, and campaigns to stay ahead of industry trends.
Smart Suggestions23:39
Explore smart suggestions across Facebook, Instagram, LinkedIn, YouTube, and Twitter to optimize posting times, engagement, growth, and content strategy using analytics charts and best practices.
Ticketing Reports6:39
Master ticketing analysis in Konnect Insights Mastery by examining turnaround time metrics, first response, ticket closure, and agent performance across classifications and platforms.
Introduction1:16
Explore ticketing reports in Connect Insights Cxm analytics to analyze response times, resolution rates, and customer satisfaction for continuous improvements in customer success management.
CRM Reports6:13
My tasks4:02
Explore my tasks window in Konnect Insights to track agent tickets by profile, date, and platform. Track statuses like open, responded, overdue, and closed, with notes and escalation details.
Queuing Report2:52
Explore queuing reports in Konnect Insights Mastery to analyze agent performance, queued messages, and ticket handling across profiles and platforms, with over time and active user insights.
CSAT Report & NPS Score4:37
Learn how to measure customer loyalty and satisfaction with NPS and CSat, categorize promoters, passives, and detractors, compute scores, and analyze CSat data through reports and dashboards.
Introduction1:41
How to Create dashboards for reporting6:47
Create and customize reporting dashboards in Connect Insights, enabling auto refresh, sharing, calendar views, and master dashboards. Build from charts across social listening, analytics, and custom reports.
Using pre-defined templates for dashboards3:00
Explore predefined templates for reporting in Connect Insights to quickly build dynamic dashboards with charts, then customize settings like date ranges, profiles, and chart type for tailored insights.
Going Deeper using Business Intelligence Tools3:45
Learn to create and customize reports in Connect Insights using BI tools to analyze ticket counts by parent classifications, with axes, filters, charts, and sentiment insights.
Introduction2:04
Explore how to optimize social media publishing through timing, frequency, and engagement, leverage surveys to gauge satisfaction and brand loyalty, and apply crisis management features for resilient brand presence.
Publishing module + AI3:35
Publish and manage social media posts across brands in the Connect Insights publishing module, using content tags, buckets, and scheduling, with generative AI to create captions, variations, and correct grammar.
Survey Module4:09
Create and customize survey forms within the Connect Insights survey module, tailoring questions, layout, branding, and access controls, then analyze responses with detailed analytics.
Crisis Management Module3:44
Configure crisis management alerts in Connect Insights to monitor brand keywords, select notification channels, and refine alerts by profile and media types, such as Twitter mentions or DMs, with frequency.

Requirements

Conceptual Knowledge of Customer Experience Management, Marketing and CXM analytics
Complete the Customer Experience Management - Foundation Course

Description

The focal point of this course centers on showcasing the practical functionalities inherent in the Konnect Insights platform. Through this comprehensive curriculum, participants will adeptly apply their acquired knowledge in real-world scenarios utilizing Konnect Insights. The course delves into analyzing social media and social listening data, equipping learners with the skills to navigate complex processes in both social listening and publishing domains.

Throughout the program, participants will gain proficiency in dissecting social media metrics, understanding trends, and extracting actionable insights crucial for informed decision-making. They will also learn to harness the power of Konnect Insights' tools to streamline social media management tasks, enhancing efficiency and effectiveness in their social media strategies.

Additionally, the course emphasizes practical earning, providing practical exercises and case studies that simulate real-world scenarios. Participants will have the opportunity to apply their knowledge in a controlled environment, honing their skills and confidence in utilizing Konnect Insights to its full potential.

By the end of the course, participants will emerge equipped with the expertise to leverage Konnect Insights as a powerful tool in their social media arsenal. They will be proficient in conducting in-depth social listening analyses, optimizing content strategies, and driving impactful engagements across various social media platforms.

Join us on this transformative journey and unlock the full capabilities of Konnect Insights for actionable insights and strategic social media management.

Who this course is for:

marketing professionals
graduates
business diploma
post graduate students
seasoned professionals looking to upskill
students looking to upskill

Konnect Insights Mastery

What you'll learn

Explore related topics

Course content

Setting Up10 lectures • 1hr 4min

Managing Customer Queries4 lectures • 22min

Social listening Analytics in Konnect Isights34 lectures • 3hr 54min

Quiz Time!0

Requirements

Description

Who this course is for: