QuantumThought
Join Newsletter

Decision snapshot

Fast-read signals for fit, pricing, and trust.

Category
Customer Engagement & CRM
Best for
ai sentiment analysis tool
Pricing
Enterprise
Access
Web

What is this tool?

Built for a CX or product team that already has feedback arriving from several systems and needs one reading of it rather than four. Entry is $550 USD a month for 10,000 records a year, which works out at roughly 800 pieces of feedback a month — the number to test your volume against first. Note where the tiers bite: dashboard sharing and multilingual analysis start at Pro, and connecting a cloud application is a paid add-on on every plan including Enterprise.

By QT Desk
Read full overview

The problem Keatext is built for is not analysing feedback — it is analysing feedback that arrives in three or four different shapes. Tickets, survey responses and public reviews each have their own tooling and their own reporting, and a complaint that ranks fourth in each of them can be the single biggest issue a company has without anyone noticing. Pulling them into one corpus and reading them together is the whole proposition, which is why the integration list matters more here than the model does.

The pricing is unusually legible once you find the governing number, and it is records per year. Basic covers 10,000, Pro 20,000, Enterprise 30,000 and up. Translate that into your own terms before looking at features: 10,000 records a year is roughly 800 pieces of feedback a month, which a busy support queue passes without trying. The feature ladder then does its own filtering — sharing a dashboard with a colleague and analysing feedback in more than one language both begin at Pro, and only Enterprise gives more than a single dashboard. Two categories stay outside the plans entirely: cloud application integrations are a paid add-on at every tier, and pulling in review sites is a separate data-acquisition line from $250 USD a month.

For a security review, the published position is stronger than most tools of this size manage: ISO 27001, 27017 and 27018, TLS in transit, and a guarantee that deleted data is fully erased within 30 days. It is worth knowing exactly where it stops. All data sits in one AWS region in Northern Virginia, which settles the residency question one way for some buyers; encryption at rest is described for passwords rather than for the feedback corpus; there is no mention of SOC 2 or single sign-on; and nothing there addresses whether customer data trains any model. Those are the four questions to put to the vendor during the proof of concept, when you have their attention anyway.

Is this right for you?

Quick fit check against how you actually work.

ai sentiment analysis tool
Choose this if
  • Feedback reaches you through several systems — a helpdesk, a survey tool and public review sites — and nobody can say what the common themes are
  • Your stack includes one of the nine native connections, particularly Zendesk, Qualtrics, Salesforce or SurveyMonkey
  • You need a repeatable quarterly reading rather than a one-off analysis, which is what the dashboard and reporting layer is for
  • Your procurement needs ISO 27001, 27017 or 27018 and a stated deletion guarantee
  • You would rather prove the value on your own data first: free access comes as a two-week proof of concept, not a self-serve trial
Consider alternatives if
  • You need to evaluate quickly: getting in runs through a demo and a scoped proof of concept rather than a sign-up form, so budget weeks rather than an afternoon
  • Your feedback volume is small — under a few hundred pieces a month makes the $550 entry price hard to justify against reading them
  • You need several teams each on their own dashboard, since Basic and Pro carry one dashboard and unlimited dashboards start at Enterprise
  • Your data-residency policy requires hosting outside the United States, as Northern Virginia is the only location stated
  • You need SOC 2 or single sign-on to pass a security review, neither of which the security page addresses

Key features

What you can actually do with this tool.

One reading across surveys, reviews and tickets

Feedback that normally sits in three systems is analysed together, so a theme that appears weakly in each shows up properly once. This is the reason to buy a platform rather than run each source through a general model separately.

Nine native connections, then Tray.io for the rest

Nine feedback and service systems connect directly — the helpdesks, survey platforms and CRMs listed below — and the vendor routes a further 400-plus platforms through Tray.io. Which side of that line your stack sits on changes both the setup work and the bill, because the indirect route is a paid connector add-on.

Recommendations, not just sentiment

The platform surfaces themes and at-risk sentiment and then proposes where to act. That is the difference the vendor sells against a general model, and it is what the dashboard layer exists to support.

Priced by annual records

10,000, 20,000 or 30,000-plus records a year, not seats or queries. An enterprise ticket queue can pass 10,000 in a quarter, so the record count usually chooses the plan before any feature does.

Multilingual analysis from Pro upward

Analysing feedback in more than one language is a Pro-and-above capability. For any business collecting reviews across markets, that moves the real entry point to $999 USD a month.

ISO-certified, single-region hosting

Keatext states ISO 27001, 27017 and 27018 certification, hosts all customer data in AWS Northern Virginia and guarantees erasure of deleted data within 30 days. The certifications are strong; the single stated region is the constraint for anyone with a data-residency requirement.

Integrations

Tools and platforms this connects with.

ZendeskSalesforceQualtricsSurveyMonkeyQuestionProAlchemerServiceNowIntercomYotpoTray.io

Plans & pricing

Pricing tiers and what's included in each.

Basic

$550 USD/monthly
  • Up to 10,000 records a year
  • One dashboard
  • Data exploration
  • CSV integration
  • Data enrichment, focus recommendations and cloud connectors all cost extra

Pro

Starting paid plan
$999 USD/monthly
  • Up to 20,000 records a year
  • One dashboard
  • Dashboard editing and sharing
  • Knowledge management
  • Multilingual support
  • CSV integration
  • Same three paid add-ons as Basic

Enterprise

From $1650 USD/monthly
  • 30,000 records a year and up
  • Unlimited dashboards
  • Expert access
  • Report generation
  • Data enrichment and focus recommendations included
  • Cloud application integrations and web scraping are add-ons

Add-ons

Data acquisition from $250 USD/monthly; data connectors from $150 USD/monthly
  • Data acquisition covers collection and de-duplication from more than 100 review sites
  • Data connectors cover cloud application integrations
Official pricing pagePricing may have changed. Always verify before purchasing.

Frequently asked

Common questions about this tool, answered.

How do I try it?

Through a two-week proof of concept run on your own data, arranged from the demo request. No payment details are needed to start one. There is no self-serve sign-up and no free tier, so the practical timeline to a decision is measured in weeks of scheduling rather than an afternoon — but the upside is that the evaluation runs on your actual feedback rather than a sample set.

What counts as a record?

A record is a single piece of feedback — a review, a survey response, a ticket — and the allowance is annual rather than monthly. Basic covers up to 10,000 a year, Pro up to 20,000 and Enterprise 30,000 and up. Since the count is what selects your plan, take a real month of volume across every source you intend to connect and multiply, rather than estimating from the loudest channel.

Will it connect to the tools we already use?

Natively to nine: SurveyMonkey, Zendesk, QuestionPro, Alchemer, ServiceNow, Qualtrics, Intercom, Salesforce and Yotpo. Beyond those, the vendor states that more than 400 further feedback platforms are reachable through Tray.io. The commercial detail to check is that cloud application integrations are an add-on rather than a plan feature, priced from $150 USD a month, on every tier including Enterprise.

Is it safe for regulated customer data?

The published position covers ISO 27001, ISO 27017 and ISO 27018, TLS/SSL in transit, administrator-provisioned access rights and full erasure of deleted data within 30 days. What it does not cover is SOC 2, single sign-on, encryption at rest for the feedback itself, or whether your data trains any model — and on HIPAA the page claims alignment with the Act's objectives rather than certification. If any of those is a gate for your security team, raise it before the proof of concept rather than after.

How it compares

Context for choosing between this tool and alternatives.

The choice most teams are actually making is between this and doing the analysis with a general-purpose model and a spreadsheet, and the honest dividing line is repeatability rather than raw quality. A one-off question about last quarter's reviews does not need a platform. What a platform buys is the same analysis running every quarter over the same connected sources, with a dashboard someone else can open and a record of how a theme moved — which is why the connectors, the annual record allowance and the reporting layer carry the price rather than the model. If the reading is a project rather than a process, the $550 USD entry point is hard to justify; if it has to be defensible to a board every quarter, that is what the money is for.