Scalable text analysis for support ticket management

As your team works to resolve help desk tickets day to day, it’s not easy to spot high level trends in the tickets customers are opening.

Keatext helps you derive key insights about customer behavior right from your support ticket system, improve time to resolution, and proactively address issues before they get out of hand.

Why Keatext?

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    Understand purchase decisions

    Isolate conversations that ended in a transaction to improve agent conversation rates.

    Keatext's analytics and powerful filters allow you to identify responses that solicit positive sentiment and a successful transaction.

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    Assess agent performance

    Find out what your agents excel at and identify training opportunities to make their service even better.

    Keatext allows you to filter and view negative sentiments for particular agents.

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    Manage support tickets

    Identify issues that customers are complaining about in order to prioritize them and improve time to resolution.

    Keatext's dashboard shows you top complaint topics and opinions.

We've helped our clients analyze their support tickets:

COOLA

Skincare company COOLA leveraged Keatext’s Zendesk integration to improve customer experience during the busiest time of the year.

VP of CX Chris Gast says: “Helping our customers make real-time purchase decisions has increased COOLA.com conversion rates by as much as 40%.”

Read our case studies

Bombardier Recreational Products

Powersport vehicle manufacturer BRP analyzed 10 years of surveys and call centre transcripts, in both French and English.

Global Customer Advocate Myshka Sansoin says: “We didn’t have a method of getting a 360-degree view of what our customers were telling us. We needed an easier way to understand the feedback, because we knew it was so rich.”

Read our case studies

Try our popular integrations for support tickets:

Take your ticket system to the next level with Keatext.

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