InMoment XI Platform

There are similar products in this area but what stands out with InMoment is the data analysis. The tools behind the platform are adaptable to your own set of criteria which is great but the AI analysis is a step above and this is where you really start to see a huge benefit. Their suite of products all compliment each other while offering distinctly different solutions but in truth, using the suite is where the real insight and power comes from. The ability to dig into unstructured data, pull out sentiment and provide actionable next steps from the platform is a significant step forward. The ability to combine multiple sources of customer sentiment & reviews allows you to capture a more holistic view of your customers & their opinions. In some instances, we have seen feedback that we otherwise would not have had access to. Combine this with the AI analysis and you have an incredibly powerful platform focused on Cx but with scope to do more. The service from InMoment has been exceptional at every step of the way. While we are operating a one team approach, this has been made much easier by the people we work with at InMoment. Everyone has been fully supportive but also challenged our thinking at each step to make sure we take the right steps when creating & adapting our program.

The flexibility of the platform lets us build and extend more channels over time. From surveys to ratings and reviews, to conversations as our program matures. AI and text analytics helps us uncover new insights that will have the biggest impact on our business. Whether through google reviews, SMS, images or even video submissions, we have have a 360 view of the customer journey both online and in-store. Active listening has supercharged our surveys with conversational intelligence by pulling richer insights from customer comments. To manage online reputation, we integrated InMoments reputation mgt to keen an eye on Goof and Trustpilot feedback and respond in real time with AI.

I most enjoy the partnership.

There is benefit in each model but in reality you need to combine the suite to see the full benefit. There isn't anything I have seen so far that I could say I dislike.

Honestly, we have no regrets. We are seeing InMoment as a game changer within our organisation.

Some of the backend data does not connect the way I would like it to. Big things are the alert deletion process and the custom refund request process that we set up. I wish these things were more connected with the actual survey so the survey could easily be routed to deletion request or refund request.