When the Data’s Accessible Anything’s Possible
Made up of innumerable customer moments, the customer experience is emotional, subjective, and powerful. To understand something so intricate and immense takes inventive technology, serious experience, solid partnerships, and contextual data by the cloudful. That’s the InMoment Experience Hub.
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Surfacing Your Customer Stories
The InMoment Experience Hub empowers your organization to act quickly and wisely to improve your customers’ experiences—and your bottom line.
We start with proven listening methods to allow your customers to share their stories in a variety of ways and places. This “experience data,” along with other types of information that adds dimension to the story, is connected with our highly tuned and fully integrated text analytics, so you can understand the “why” behind your customers’ experiences.
Once these stories are surfaced, our products and services share them with the right people in your organization. Real-time alerts, dashboards, reports, and mobile apps are presented simply, elegantly. They include targeted calls to action, empowering you to act quickly and decisively, so you can deliver consistently great experiences to your customers.
Listen. Understand. Share.
InMoment’s Experience Hub gives you the tools to listen to, understand, and share your customers’ stories—however, wherever, and in whatever form they choose to tell them. Because when you have the full story, you’re able to act wisely and decisively to drive positive business results.
E-commerceTrigger personalized invites at various stops along your customers’ e-commerce experiences.
WebsiteYour website is a natural destination for customers with something to say. Simplify their search with a link or a toll-free number.
Text MessageA quick and simple way for mobile-minded customers to connect.
Social MediaInvite customers while they’re in a sharing mood.
Point of SaleEvery store purchase should end with an invitation to share feedback from a staff member and should be included on the paper receipt or e-receipt.
Outbound DialInMoment’s proprietary outbound dial system is a cost-effective way to invite feedback.
Direct Inbound DialDirectly transfer customers from a service call to a feedback session via an internal 1-800 number
QR CodeThese simple-to-scan symbols take your customers directly to a mobile customer feedback survey.
Print Media/Store SignageEye-catching, in-store print materials draw attention to feedback channels, as well as the incentives for sharing. Print a QR code directly on visuals, or include a memorable survey link or phone number to call.
MobileMobile devices like smartphones and tablets are a convenient way for customers to share stories through rating scales, yes/no questions, and open text fields.
Web BrowserWeb browsers accessed on desktop and laptop computers are familiar and convenient places where customers can tell you about both their online and in-person experiences.
VoiceOur interactive voice response (IVR) system guides customers through the feedback process on their touch-tone phone. Customers answer questions and leave voice comments. Live conversations can be transcribed in real-time with our speech-to-text capabilities.
Data IntegrationUsing advanced APIs, the InMoment Experience Hub can connect the customer stories we gather with relevant data from other sources, like CRM systems and loyalty programs, to help you understand the bigger picture.
More than Just Scores
The heart of the Experience Hub is its ability to understand not just scores and responses but customers’ actual stories. We use a variety of sophisticated technologies to help you explore those stories in deeper, more impactful ways, to drive better business results.
Apples to Oranges
Not all text analytics solutions are created equal, and the details matter. InMoment’s text analytics are built on the same Natural Language Processing (NLP) engine used by IBM’s Watson. We’ve spent years developing additional layers of proprietary technologies to fine-tune our text analytics capabilities to the customer feedback process, as well as specific industry vocabularies. We take the additional step of calibrating the technology to individual client needs.
You reap the business benefits—and at no extra cost or effort. Our text analytics are fully integrated across all of our products, infusing each alert, report, dashboard, and app with richer, more timely information that employees at every level can easily understand and act on.
Text Analytics for Global Programs
A truly global view of your brand’s customer experience
Today’s populations are increasingly fluid and diverse. No matter where your brand is based, chances are you have customers who speak a variety of different languages. So how can you discover what all your customers are experiencing and learn how to better serve them? InMoment’s new global text analytics combined with our tested multilingual collection and reporting capabilities give you the tools to listen to, understand, and share more customer stories—no matter where they are or what language they speak.
Keeping the Voice in “Voice of Customer”
Including “voice” as an option in your feedback toolkit is the only way to ensure your customers can tell their stories however and wherever they feel most comfortable. InMoment uses one of the most accurate audio language processing systems available to transcribe voice comments in real time. We then apply our text analytics to surface both the facts and nuances your customers want to convey.
- One hundred hours of recorded speech can be transcribed and analyzed in one hour
- Live conversations are converted instantly to enhance structured feedback data
- Instead of searching for only predetermined phrases, speech-to-text analyzes comments in their entirety to find every available insight
- Voice tone and pitch are analyzed to determine whether a customer comment is urgent, angry, excited, or happy
After completing front-end screening of responses, we perform macro-scale data analysis on your customer feedback to detect red flags within the normal patterns and trends of your data.
CX Analyst Tool
A simple, yet powerful self-serve tool for analyzing and visualizing big customer data
Today’s challenge isn’t collecting more data; it’s understanding and driving good business decisions from the data you already have. InMoment’s CX Analyst Tool allows you to access and analyze large quantities of current customer data—on the fly and from multiple sources—to create flexible, customized, and interactive views of your customers’ experiences. With this perspective, you can understand and compare current and past data to spot trends, identify emerging issues and opportunities, and acquire predictive insights to inform future action.
Easy-to-consume, branded reports for understanding your VoC data
Your brand is unique—and that means that sometimes you need just a little extra customization in your voice of customer (VoC) reporting to ensure you get the most from your customers’ stories. However, what you need may not require a high-level analytics tool.
If you’re looking for a way to combine large quantities of VoC data into an easy-to consume report, InMoment’s Custom Reports are the answer. Using this solution, you can tailor reports in unique ways, visualize large amounts of your VoC data, and brand the report for your unique business.
Sometimes understanding requires a personal touch. The InMoment Experience Hub pairs sophisticated technology with human expertise in the form of Support Services and Consulting to provide greater value over the lifetime of our relationship with your brand.
Our Support Services are the day-to-day infrastructure that keeps your program relevant and running smoothly—without the constant worry of being nickeled and dimed.