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.

The Experience Hub™

Experiences Aren’t Born. They’re Made. (Of Moments.)

Who “owns” your customers? Which department “manages” their experiences? The truth? No one. And everyone. The customer experience is created through a series of moments with your products, services, and people.

The first step in empowering each person in your organization to own each of those moments is to find out what your customers have to say. That’s why, rather than building just another “customer feedback management” tool, we’ve built technology for listening, understanding, and sharing the voices of your customers.

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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.

We Listen

Listen

Every customer has a story to tell, if you’re willing to listen.

From online reviews to customer satisfaction surveys, allowing customers to tell their stories how and where they feel most comfortable means better information. InMoment’s omnichannel invitation and collection tools solicit high response rates and rich, accurate data.

Active Listening

In your quest for insights, it can be easy to forget that the feedback process is a critical touchpoint for your customers—one that can enhance or damage their overall experience.

InMoment’s Active Listening suite applies text analytics to customer stories in a unique and patent-pending way to get better insights, drive smarter action, and make the experience a little more fun and a little more human for your customers.

Active Listening features are designed for different purposes and can be deployed together or separately.

Strength Meter

Strength Meter

This simple and familiar mechanism gently encourages customers to keep telling their stories. Pair with Follow Up for richer data.

Follow Up

Follow Up

When customers share comments that raise more questions than they answer, relevant follow-up questions ask for more detailed information.

Drill Down

Drill Down

Identify key areas of interest and then present targeted questions that quickly get to the heart of the matter.

Inviting Stories

  • Invite during e-commerce experiences
    E-commerce
    Trigger personalized invites at various stops along your customers’ e-commerce experiences.
  • Invite by Email
    Email
    Nurture relationships with customers who’ve opted into your mailing list with an invitation to help improve their experience.
  • Invite by Website
    Website
    Your website is a natural destination for customers with something to say. Simplify their search with a link or a toll-free number.
  • Invite by Text Message
    Text Message
    A quick and simple way for mobile-minded customers to connect.
  • Invite through Social Media
    Social Media
    Invite customers while they’re in a sharing mood.
  • Invite by point of sale receipt
    Point of Sale
    Every 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.
  • Invite by Outbound Dial
    Outbound Dial
    InMoment’s proprietary outbound dial system is a cost-effective way to invite feedback.
  • Invite by Direct Inbound Dial
    Direct Inbound Dial
    Directly transfer customers from a service call to a feedback session via an internal 1-800 number
  • Invite by QR Code
    QR Code
    These simple-to-scan symbols take your customers directly to a mobile customer feedback survey.
  • Invite by Print Media & Store Signage
    Print Media/Store Signage
    Eye-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.

Collecting Stories

Sometimes customers tell you their stories, sometimes they tell others, and sometimes their actions speak as loudly as words. InMoment can bring them together to give you a bigger picture.

  • Mobile
    Mobile 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 Browser
    Web 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.
  • Voice
    Our 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 Integration
    Using 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.
Understanding Your Customers

Understand

There’s Meaning in Every Moment

Customer stories come in a variety of forms—from numbers and scores to comments, social reviews, and transactional data. InMoment combines a collection of industry-leading technologies with our own proprietary tools to surface the most authentic and important stories from all types of data.

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.

Text Analytics

The Best Text Analytics Deliver the Best Insights

When you ask customers to tell you their stories, they expect you to act. InMoment’s text analytics allow you to understand what matters most to your customers—and take targeted, timely action.

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.

Speech-to-Text

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.

Speech-to-Text Specs

  • Speech-to-Text Transcription One hundred hours of recorded speech can be transcribed and analyzed in one hour
  • Speech-to-Text Transcription Live conversations are converted instantly to enhance structured feedback data
  • Speech-to-Text Transcription Instead of searching for only predetermined phrases, speech-to-text analyzes comments in their entirety to find every available insight
  • Speech-to-Text Transcription Voice tone and pitch are analyzed to determine whether a customer comment is urgent, angry, excited, or happy

Data Integrity

The Value of Veracity

Authentic customer stories are priceless. The InMoment Experience Hub provides protective measures that ensure the integrity of your customer insights, so you can make confident decisions for reliable results.

Prevent Fraud

The first step in ensuring the integrity of your customer data is proactively identifying and preventing the input of fraudulent data.

Cleanse

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.

Custom Reports

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.

People

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.

Client Advisors

Your Business Is Our Business

Client advisors work with you throughout the implementation and execution of your feedback initiatives, ensuring all activities support your objectives.

Program Setup and Design

Getting It Right from the Start

InMoment works with you to design an experience program that matches your culture and business objectives from start to finish: From selecting just the right invitation to choosing how the information is packaged and presented to specific roles within your company.

Program Implementation

Specifically for You

Your brand has unique needs, just like every one of your customers does. Our team creates custom customer satisfaction surveys, feedback channels, text analytics keywords & tags, data integrity controls, and real-time alerting to ensure your VoC feedback program meets your specific business requirements.

Ongoing Program Support

Because Your Customer Experience Program Should Mature with You

Your customer experience program is an important part of your business, so you need someone who knows it as well as you do. When you choose InMoment, you get a team of experts who help you every step of the way. Depending on your needs, they will help you present executive reviews, run reports, and participate in the ongoing evaluation and adjustment of your surveys.

Executive Reviews

Effective Action Begins with a Bird’s-Eye View

You can’t plan where you’re going if you don’t know where you’ve been. InMoment uses macro-scale analysis of your brand’s customer data to evaluate the effectiveness of your VoC program over time. Through ongoing consultation with your team, our client advisors reveal stunning insights and help you create a roadmap for improving your brand’s customer experience.

Share

Important Stories Must Be Shared

Once customer stories are collected and actionable insights surfaced, the Experience Hub packages them inside our Voice of Customer, Employee Engagement, and Social Advocacy and Review products, which share brand, business, and relationship-building information inside your organization—and out.

  • Voice of Customer

    You may think you know what your customers think, but have you asked them? Listening to the actual words of your customers is the only true way to gauge satisfaction and loyalty. And when your customers are happy, your company becomes more efficient, your revenue goes up, and your organization flourishes.

    Learn more about Voice of Customer »
  • Social Advocacy and Reviews

    Once customers have told you their stories, make it simple for them to tell their own social media audiences, as well as other potential customers.

    Learn more about Social Advocacy and Reviews »
  • Employee Engagement

    When your employees are empowered to make the right decisions for your customers, when they can help shape policies and procedures, and when they are truly engaged with you as a company and with your customers, transformative customer experiences happen. But this magic can’t happen if you don’t know your employees. Understanding what they’re thinking and feeling—and why—is critical in creating a customer-centric organization.

    Learn more about Employee Engagement »