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 platform.
They Demand an Audience. You Need Insights.
From unsolicited online reviews to structured survey responses, customer feedback is fueled by a human desire to express thoughts and feelings. Using multichannel invitation methods and collection processes, InMoment helps companies become a trusted audience and go-to recipient for valuable feedback. We connect this feedback to your existing data sources to maximize context and optimize insight value.
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Point-of-Sale ReceiptEvery store purchase should end with an invitation to share feedback—vocalized by a staff member and printed right on the receipt (or e-receipt). Encourage customers to take a survey on their mobile phone, home phone, or computer.
Text MessageThe best way to use an SMS list for your VoC is to send a text message that links directly to a mobile phone survey. You can also give options for a phone survey.
Social MediaInvite customers on social media sites to link to an online survey.
Outbound DialInMoment’s proprietary outbound dial system is a cost-effective means for inviting phone customers to take a survey.
WebsiteYour corporate website is a natural destination for customers with something to say. Give them a link to an online customer feedback survey or comment box, as well as a phone number to call.
QR CodeWith smartphones spreading the globe, QR codes have become an excellent gateway to a mobile customer survey. Place codes on any of your branded print materials to capture feedback from the mobile customer crowd.
Print Media & Store SignageEye-catching in-store print materials can draw attention to feedback channels, as well as the incentives you offer for sharing. Print a QR code directly on visuals, or print a memorable survey link or phone number to call.
Feedback Collection Channels
Mobile BrowserMobile browsers have turned smartphones into a convenient channel for leaving feedback through a visual, online interface. Rating scales, yes/no questions, and open text fields can all be used to collect different data response types.
Desktop BrowserDesktop browsers are the gateway feedback channel for online customer satisfaction surveys. Customers select their response to a set of visually presented survey questions or type comments into text fields.
TelephoneOur interactive voice response (IVR) system uses an automated voice to guide customers through the survey process on their touch-tone phone. Customers leave feedback by pressing buttons as well as by leaving voice comments.
Online Reviews & Social MentionsThe InMoment platform can monitor online social forums for relevant feedback content and include it in your reports and alerts.
Data IntegrationThe InMoment platform is built to collect and consult all your customer-relevant data. What we don’t own, we access through advanced APIs that work with your own systems as well as your other vendors.
Valuable Data Deserves Protecting
The voice of your customers is valuable. And where there’s value, there should be security. The InMoment platform provides the protective measures needed to ensure the integrity of your customer insights. Our information will always be an accurate representation of your real customers, so you can make confident decisions for reliable results.
After completing the front-end screening of individual surveys, we perform macro-scale data analysis on your customer feedback to detect red flags within the normal patterns and trends of your data.
How to Keep Fraud Far from Your Customer Experience Data
Learn to prevent the most common forms of fraud, and see how InMoment can eliminate the remaining threats to your CX data.
Customer Comments Contain the Meaning of the Moment
You’ve set an expectation. By collecting customer feedback, you imply that you will listen and take action. InMoment text analytics makes meeting this expectation simple. Our industry-tuned language models comb every customer comment for you, weighing phrases for meaning within the context of existing intelligence. Nanoseconds later, every message is organized and actions are outlined for real-time reporting.
Different Industries Use Different Vocabularies
Natural language is rich and informative. It’s also full of slang and subtlety. Using IBM’s content analytics with natural language processing, we account for this human complexity through custom language indexes and rule sets tuned to specific industry needs.
True Accuracy Takes Both Precision and Recall
In the world of text analytics, precision (applying the correct comment tags) is generally well done, with most analytics engines correctly tagging comments at roughly the same high rate.
On the other hand, recall (the engine catching everything it should with minimal “missed” tags) is no contest, with InMoment nearly doubling the performance of many VoC solutions.
What this means: Our text analytics engines collect the highest volume of insights with the highest overall accuracy available. This delivers insights brands can trust.
Smarter Results for Smarter Reports
Our industry-leading text analytics fuel the insights of our customer experience reports, delivering deeper insights into customer behavior and the key drivers that determine satisfaction and loyalty.
Discover™ Text Analytics
Diagnostic analysis on open-ended customer comments identifies the root cause behind any trend or customer score.
Monitor™ Text Analytics
Organizational analysis on open-ended customer comments identifies developing trends across location, region, and company.
Explore™ Text Analytics
Theme and sentiment analysis on open-ended customer comments shows relevant customer topics tied to complete comments.
Vocal Expression Carries Heart, Soul, and Insight
Customers offer more information when they don’t have to write it down or type it up. As the most natural form of communication, voice comments often contain extra insights on your company’s service, products, and processes. Speech-to-Text transcribes these comments to instantly supplement your textual data being run through InMoment’s Text Analytics.
100X Transcription Speed
- 100 hours of live speech can be transcribed and analyzed in one hour
- Even audio-based insights are available instantly
- Analyze comments in their entirety to find every available insight (instead of searching for only predetermined phrases)
- Emotion detection analyzes voice tone and pitch to determine whether a comment is urgent, angry, excited, or happy