InMoment - Detailed Review
Sales Tools
InMoment - Product Overview
InMoment Overview
InMoment is a cloud-based customer experience (CX) intelligence platform that leverages advanced AI to help businesses make informed, data-driven decisions. Here’s a brief overview of its primary function, target audience, and key features:Primary Function
InMoment’s primary function is to capture, connect, and analyze customer experience data from various sources, including surveys, social reviews, conversational chat logs, and more. This integrated approach helps businesses gain a comprehensive view of their customers’ experiences and preferences.Target Audience
InMoment’s solutions are geared towards large and medium-sized enterprises across a wide range of industries. The majority of its customers have 1,000 or more employees, with a significant presence in the United States, the United Kingdom, and Australia.Key Features
Data Capture and Connection
InMoment helps businesses capture and connect both structured and unstructured customer experience data from every stage of the customer journey. This includes data from surveys, social media, chat logs, and other customer interactions.AI-Powered Insights
The platform uses award-winning AI to generate richer insights from the collected data. This AI capability allows businesses to unify omni-channel experiences, predict customer intent, and identify the most valuable insights.Active Listening and Feedback
InMoment’s Active Listening Studio enables businesses to gather feedback at every touchpoint through DIY survey creation, AI-powered engagement, and rapid resolution engines. This approach can significantly increase survey response rates and provide more detailed feedback.Competitor Intelligence
InMoment’s Competitor Intelligence solution, powered by generative AI, synthesizes and summarizes competitor review data. This tool helps businesses understand their competitors’ strengths, weaknesses, opportunities, and threats in real-time, allowing for quicker and more informed decision-making.Team Alignment and Action
The platform aligns teams across the organization to take deliberate actions based on comprehensive customer insights. This alignment can lead to higher revenue growth and increased profitability, with firms achieving 2.4 times higher revenue and double the profitability compared to those with no alignment.ROI and Performance
InMoment’s integrated CX approach is designed to increase customer lifetime value and bottom-line performance. It achieves this in just 12 months, which is significantly faster than the industry average of 25 months. By leveraging these features, InMoment empowers businesses to make smarter, data-driven decisions and improve their overall customer experience. InMoment - User Interface and Experience
Ease of Use
User-Friendly Interface
User Experience
Optimized for Various Roles
Feedback and Insights
Active Listening Feature
Support and Customization
Access to Expertise
Extensive Customization
InMoment - Key Features and Functionality
InMoment’s AI-Driven Sales Tools and Customer Experience Platform
InMoment’s AI-driven sales tools and customer experience (CX) platform are packed with several key features that leverage advanced AI technologies to enhance customer feedback collection, analysis, and actionability. Here are the main features and how they work:
AI-Powered Active Listening Agents
InMoment’s Active Listening Agents use context-aware generative AI (GenAI) to create sophisticated and detailed prompts for feedback collection. These agents can generate follow-up questions in real-time, encouraging users to provide more detailed responses. This feature helps combat survey fatigue by making the feedback process more engaging and insightful.
Generative AI-Infused Prompts
The platform uses Large Language Models (LLMs) to produce configurable, context-sensitive prompts in any language. This ensures that the feedback collected is relevant and actionable, allowing businesses to gather richer insights from their customers.
Conversational Intelligence
Conversational Intelligence simplifies the analysis of conversations by providing features like conversational document views, audio playback, call transcriptions, and chat logs. This functionality helps teams analyze distinct speaker sections and investigate various facets of a conversation, which is particularly useful in contact centers for agent training and decision-making.
Smart Summaries for Impact Prediction
InMoment AI’s Smart Summary feature uses generative AI to transform hundreds of pieces of individual feedback into easily consumable, structured paragraphs. This highlights the most important topics and trends, enabling organizations to take immediate action on customer feedback. This feature automates complex analysis, allowing teams to focus on making informed business decisions.
Competitor Analysis Alerts
The platform delivers monthly competitive insights directly to stakeholders’ emails, providing seamless access to reputation management and experience analysis. This helps businesses monitor competitor performance effortlessly and make strategic decisions based on real-time intelligence.
Integration with Third-Party Systems
InMoment seamlessly integrates with various CRM systems such as Salesforce, Zendesk, and Microsoft Dynamics. This integration allows businesses to access, update, and connect cases directly within these systems, optimizing workflow processes, accelerating issue resolution times, and minimizing data discrepancies.
Unified Experience Data
The platform connects CX data from multiple sources, including surveys, reviews, calls, emails, support tickets, and chat transcripts. By breaking down data silos, InMoment ensures that all stakeholders have comprehensive tools for customer-centric decision-making. This integration enables real-time analysis and routing of customer feedback to relevant channels and teams.
Social Ratings and Reviews Integration
InMoment integrates social listening narratives, allowing businesses to leverage unsolicited customer and employee feedback from diverse channels. This provides a comprehensive understanding of audience sentiments, empowering leadership decisions and propelling organizational success.
HRIS Integrations
The platform integrates with Human Resource Information Systems (HRIS), appending non-experience data such as payroll and benefits to employee feedback. This produces advanced linkage analysis, helping businesses improve both customer and employee experiences simultaneously.
Predictive Customer Analytics
InMoment AI includes predictive analytics that turn unstructured feedback into a predictable source of business growth. Features like AI Journey Insights, Conversation Intelligence, and Impact Prediction help businesses make informed decisions by analyzing feedback in all its forms. This allows for immediate action without the need for manual analysis.
Conclusion
In summary, InMoment’s AI-driven features are designed to enhance the collection, analysis, and actionability of customer feedback. By leveraging advanced AI technologies, businesses can gain deeper insights, make faster decisions, and improve both customer and employee experiences. These integrations and AI capabilities help streamline operations, reduce costs, and increase customer lifetime value and bottom-line performance.
InMoment - Performance and Accuracy
Evaluating the Performance and Accuracy of InMoment’s AI-Driven Sales Tools
Evaluating the performance and accuracy of InMoment’s AI-driven sales tools involves a close look at several key aspects of their technology and its applications.
Data Integration and Analysis
InMoment’s Advanced AI is highly effective in integrating and analyzing both structured and unstructured data. This capability is crucial for providing a comprehensive and unified view of customer information, which is essential for making informed decisions. The system uses advanced Natural Language Processing (NLP) and AI to transform complex data into clear and actionable insights.
Accuracy in Insights
The accuracy of InMoment’s insights is enhanced by its ability to break down data silos and consolidate data from various sources. This holistic approach ensures that decisions are made with a complete and accurate picture of customer data, reducing the likelihood of decisions being made in isolation. For instance, InMoment’s AI can analyze call transcripts and other forms of customer feedback to identify root causes of issues, which has been praised by clients like Foot Locker for its significant ROI.
Regulatory Compliance
InMoment’s AI also plays a critical role in ensuring regulatory compliance, particularly in highly regulated industries such as finance, healthcare, and telecommunications. By providing a unified view of the business landscape, it helps companies adhere to communication standards and other regulatory requirements.
Customer Experience Improvement
The tool is highly effective in improving customer experiences across all touchpoints. It generates richer insights from experience data, predicts customer intent, and helps align teams to take deliberate actions that resolve both individual cases and recurrent experience issues. This integrated approach has been shown to increase customer lifetime value and bottom-line performance significantly faster than industry averages.
Efficiency and Speed
InMoment’s AI-driven solutions also enhance operational efficiency. For example, the system can automate response resolution using NLP, reducing the time it takes to address customer issues. This automation can make customer issue resolution up to 7 times faster.
Limitations and Areas for Improvement
While InMoment’s AI-driven tools offer significant benefits, there are a few areas where improvements could be considered:
- Data Quality: The accuracy of insights depends heavily on the quality of the data input. Ensuring high-quality data from various sources is crucial for the system to function optimally.
- Customization: While InMoment offers customized AI industry models, there might be a need for further customization to meet the unique needs of every business. Continuous feedback from clients can help refine these models.
- User Adoption: The success of InMoment’s tools also depends on the adoption and engagement of the teams using them. Training and support are essential to ensure that all teams can effectively utilize the insights generated.
User Feedback and Case Studies
Client feedback, such as that from Foot Locker and Jack in the Box, highlights the positive impact of InMoment’s AI on their operations. These testimonials indicate that the tool has been effective in enhancing customer experiences, reducing churn, and improving overall business performance.
Conclusion
In summary, InMoment’s AI-driven sales tools demonstrate strong performance and accuracy in data integration, analysis, and regulatory compliance. While there are areas for potential improvement, such as ensuring high-quality data input and continuous customization, the overall benefits and positive client feedback underscore the tool’s effectiveness in enhancing customer experiences and driving business growth.
InMoment - Pricing and Plans
Pricing Structure of InMoment
When it comes to the pricing structure of InMoment, here are the key points you need to know:
Custom Pricing
InMoment does not offer fixed, publicly disclosed pricing plans. Instead, the pricing is custom and based on the specific needs of the client. This means that businesses need to contact InMoment directly to get a quote for their services.
No Free Plan
InMoment does not provide a free plan. Users must purchase a subscription to access the platform’s features.
Free Trial
While there is no free plan, InMoment does offer a free trial, which can be requested. This allows potential customers to test the platform before committing to a purchase.
Plan Features
The exact features included in each custom plan are not publicly detailed, but InMoment generally offers tools for voice-of-customer programs, sentiment analysis, predictive analytics, and real-time feedback. Here are some general categories of features you might expect:
CoreCX Package
Typically includes basic customer experience management tools.
Enterprise Package
Includes more advanced features such as comprehensive analytics and integration capabilities.
Custom Package
Can be tailored to meet the specific requirements of the business, including additional features and support.
Support and Training
InMoment provides various support services, including phone support, chat, FAQs, forums, help desks, and 24/7 live support. Training resources include documentation, in-person training, live online sessions, videos, and webinars.
Given the lack of specific pricing tiers and feature lists, the best approach is to contact InMoment directly for a detailed quote and to discuss the specific features and support you need.
InMoment - Integration and Compatibility
InMoment’s AI-Driven Customer Experience Solutions
InMoment’s AI-driven customer experience (CX) solutions are designed to integrate seamlessly with a variety of tools and platforms, ensuring comprehensive and unified customer data management.
Integration with Other Tools
InMoment partners with several technology and service providers to enhance its CX offerings. For instance, the partnership with Contentsquare integrates advanced digital experience analytics with InMoment’s overall CX management. This integration allows brands to make data-backed decisions, combining Contentsquare’s digital experience insights with InMoment’s AI-driven platform and strategic expertise.
Another notable integration is with Hootsuite, which enables organizations to analyze unstructured data from social media platforms. This integration helps in transforming social data into actionable insights, allowing businesses to respond efficiently to social signals and improve customer experiences.
Platform and Device Compatibility
InMoment’s XI Platform is built with a cloud-based architecture, ensuring high security standards and multilingual user interface support. This platform is compatible with various systems and devices, facilitating the connection of experience data to existing business systems. The platform’s features include AI-powered text analytics, data management capabilities that cleanse and enrich data, and secure cloud computing environments.
Customizable and Flexible Solutions
The InMoment platform supports customizable dashboards, report builders, and role-based insights, which can be accessed through mobile-optimized reports. This flexibility ensures that the platform can be adapted to different user needs and device types, providing clarity into CX efforts at various levels of the organization.
Data Management and Security
InMoment’s solutions emphasize data privacy and protection, with features such as anonymization and data protection. The platform ensures that all data is managed securely, which is particularly crucial for highly-regulated industries like finance, healthcare, and telecommunications.
Conclusion
In summary, InMoment’s integrated CX approach is highly compatible with various tools and platforms, offering seamless integrations that enhance customer data management and analysis. The platform’s flexibility, security, and compatibility make it a versatile solution for businesses looking to improve their customer experience across different touchpoints.
InMoment - Customer Support and Resources
InMoment Customer Support Suite
InMoment offers a comprehensive suite of customer support options and additional resources, particularly within their AI-driven product category, to enhance customer engagement and experience.Conversational Intelligence and Analytics
InMoment’s platform utilizes AI, machine learning, and natural language processing (NLP) to analyze customer interactions from various channels, including contact center conversations, emails, chats, and social media. This allows businesses to derive insights from both structured and unstructured data, which constitutes over 85% of a company’s data. This capability helps in identifying customer intent, effort, and emotions, enabling more personalized and proactive engagement.Active Listening Agents
InMoment’s AI-powered Active Listening Agents are a key feature that enhances the feedback collection process. These agents use context-aware generative AI to prompt follow-up questions, encouraging more detailed responses from customers. This approach increases the likelihood of receiving actionable feedback, reduces survey fatigue, and identifies more topics for improvement. For instance, AI-powered Active Listening has been shown to increase word count per question by 70% and identify 54% more topics for improvement.Automation Tools
The platform includes automation tools such as automated responses, workflow triggers, and chatbots. These tools streamline customer service operations, ensuring quick and proactive engagement. Automated alerts based on customer sentiment or business actions help organizations never miss opportunities to recover customers or drive them further down the sales funnel.Customizable Dashboards and Reporting
InMoment allows users to create custom customer experience dashboards that display the most important metrics for their business. Users can also generate reports that can be shared with stakeholders, providing a clear understanding of customer engagement efforts. This feature helps in refining engagement strategies and identifying successful campaigns.Integration Capabilities
The platform integrates seamlessly with other key business tools such as CRM systems, marketing automation platforms, and sales tools. This integration provides a unified customer view, ensuring that no important piece of data is missed. It helps in increasing acquisition, retention, and overall customer lifetime value.Emotion and Intent Analysis
InMoment’s text analytics models go beyond basic sentiment analysis to detect specific emotions related to customer experiences, such as anger, fear, joy, and trust. This deeper level of analysis enables businesses to respond with empathy and connect better with their customers. Additionally, the platform predicts what customers intend to do next, allowing for proactive engagement.Anomaly Detection
The platform includes anomaly detection features that proactively monitor feedback and notify users of trending topics and spikes in scores. This helps in prioritizing actions to address potential issues or capitalize on positive trends, ensuring the business stays on track.Conclusion
By leveraging these features, InMoment provides a comprehensive set of tools and resources to enhance customer support, engagement, and overall experience. InMoment - Pros and Cons
Advantages
Advanced Analytics and AI
InMoment utilizes award-winning AI to analyze both structured and unstructured customer experience data, providing richer insights and helping businesses predict customer intent and take actionable steps.
Comprehensive Data Capture
The platform can capture and connect customer experience data from various sources, including surveys, social reviews, and conversational chat logs, ensuring a holistic view of the customer journey.
Improved Customer Loyalty and Revenue
By identifying and addressing customer pain points, businesses can reduce customer churn, increase sales, and enhance brand reputation. This leads to increased revenue and improved customer loyalty.
Enhanced Employee Engagement
Involving employees in the process of improving customer experience can create a more engaged and motivated workforce.
Strong Customer Support
InMoment is praised for its responsive and helpful customer support, which is crucial for businesses needing assistance with the platform.
Scalability and Integration
Although integration can be challenging, InMoment is scalable and can handle complex data sets, making it suitable for medium to large businesses.
Disadvantages
Complexity and Usability
Many users find InMoment’s dashboard and features complex and not intuitive, which can delay the full utilization of its benefits. Simple tasks, such as adding filters to reports, can be time-consuming.
Integration Challenges
Integrating InMoment with existing systems and databases can be cumbersome and may require additional development or support. Compatibility issues with certain CRM or ERP systems are common.
Limited Customization
The platform’s customization options can be restrictive for businesses that need highly tailored surveys and reporting structures.
Expensive Pricing
InMoment’s pricing model is considered expensive, and the platform may require significant resources, including time, personnel, and IT support, which can be a challenge for smaller organizations.
Report and Automation Issues
Users have reported difficulties with building and automating reports, and there are no options to automate reports, which can be a significant drawback.
Text Analytics Complexity
While the text analytics feature is powerful, it can be difficult to understand and use, making it less efficient for some users.
These points highlight the key advantages and disadvantages of using InMoment, helping you make an informed decision about whether it aligns with your business needs.
InMoment - Comparison with Competitors
InMoment’s Unique Features
InMoment is distinguished by its advanced AI capabilities, particularly in customer experience (CX) management. Here are some key features:AI-Powered Active Listening Agents
InMoment uses generative AI and large language models (LLMs) to create context-sensitive, voice-appropriate prompts for richer feedback collection. This helps in overcoming survey fatigue and gathering more detailed responses in real time.Conversational Intelligence
This feature simplifies the analysis of conversations, including call transcriptions, chat, and audio playback, aiding in more effective agent training and decision-making.Competitor Analysis Alerts
InMoment provides monthly competitive insights directly to stakeholders, facilitating effortless monitoring of competitor performance.Integration with Third-Party Systems
InMoment seamlessly integrates with CRM systems like Salesforce, Zendesk, and Microsoft Dynamics, optimizing workflow processes and accelerating issue resolution times.Potential Alternatives
Qualtrics
Qualtrics is a significant competitor to InMoment, offering a comprehensive suite of tools for customer experience management. Qualtrics focuses on collecting and analyzing customer feedback through various channels, including surveys, social media, and customer interactions. While it shares some similarities with InMoment, Qualtrics is known for its user-friendly interface and extensive analytics capabilities.Relevance AI
Relevance AI is another competitor that specializes in artificial intelligence technology. It allows users to build and deploy custom AI applications, which can be integrated into customer experience programs. However, Relevance AI is more focused on general AI applications rather than the specific CX tools offered by InMoment.Salesforce Einstein
Salesforce Einstein is an AI-powered CRM tool that integrates with the Salesforce platform. It offers features like AI-powered insights, content generation, and automation to manage sales pipelines and predict sales outcomes. While it is strong in sales management, it does not have the same depth in customer feedback and CX analysis as InMoment.Exceed.ai by Genesys
Exceed.ai is an AI conversational marketing tool that automates sales processes such as scheduling meetings, following up on leads, and qualifying leads. It is particularly useful for scaling sales operations without increasing headcount. However, it is more focused on sales automation rather than the broader customer experience management offered by InMoment.Summary
InMoment stands out with its advanced AI-powered Active Listening Agents and its ability to integrate customer experience data from various sources. For businesses looking for a more sales-focused AI tool, Salesforce Einstein or Exceed.ai might be more suitable. If the need is for a broader customer experience management platform with strong analytics, Qualtrics could be a viable alternative. Each of these tools has unique strengths, so the choice depends on the specific needs of the business. InMoment - Frequently Asked Questions
Frequently Asked Questions about InMoment
What is InMoment and what does it do?
InMoment is a leading provider of Experience Improvement (XI)™ solutions. It helps organizations capture and connect both structured and unstructured customer experience data from various sources, including surveys, social reviews, and conversational chat logs. This data is then analyzed using AI and text analytics to provide actionable insights that help businesses improve their customer experiences and drive loyalty.How does InMoment’s AI-powered Active Listening feature work?
InMoment’s AI-powered Active Listening Agents use context-aware generative AI to prompt users with follow-up questions during surveys, encouraging more detailed and actionable responses. This feature increases the average number of words per question by 70%, identifies 54% more topics, and boosts comments mentioning customer effort by 17%. It helps reduce survey fatigue and provides richer insights into customer feedback.What are the key innovations in InMoment’s Q3 2024 product release?
The Q3 2024 product release includes several key innovations such as API-driven competitor review data ingestion, localized search insights, and smart summaries for faster data analysis. Additionally, it features AI-powered improvement suggestions, more robust API integrations, and intelligent automation to enhance customer feedback analysis and operational efficiency.How does InMoment’s predictive customer analytics work?
InMoment AI includes predictive customer analytics that use machine learning and natural language processing (NLP) to analyze unstructured feedback. This helps in discovering real-time insights, predicting customer intent, and identifying key drivers that impact metrics like NPS, CSAT, and CES. The AI transforms complex feedback into easily consumable summaries, enabling organizations to make informed business decisions quickly.Can InMoment integrate with existing systems and data sources?
Yes, InMoment can integrate with various systems and data sources. It allows organizations to enrich their CRM data with scores and feedback, trigger surveys based on events in their systems of record, and close the loop with customers. This integration helps in leveraging existing data to gain better customer intelligence.How does InMoment help in reducing survey fatigue?
InMoment’s AI-powered Active Listening feature helps in reducing survey fatigue by making the feedback collection process more engaging and interactive. It prompts users to provide more detailed responses, which results in more actionable insights without the need for lengthy or repetitive surveys. This approach makes respondents more likely to leave detailed feedback, increasing the overall quality of the data collected.What is the typical return on investment (ROI) timeline for InMoment users?
InMoment users typically report a return on investment in an average of 10 to 12 months, which is significantly faster than the industry average of 25 months. The company’s time-to-value approach ensures that organizations can show ROI quickly and add features as their CX program matures.How secure is the data processed by InMoment’s AI?
InMoment uses privately hosted, secure large language models (LLMs) to process and respond to feedback in real-time. This ensures that the data is handled securely and in compliance with privacy standards, making it a reliable choice for organizations concerned about data security.Can InMoment help in automating actions based on customer feedback?
Yes, InMoment allows organizations to automate actions based on AI-driven categorization. For example, it can trigger recovery emails to frustrated customers or send kudos to employees, all within the relevant channels. This automation helps in closing the loop with customers and taking the right actions at the right time.How does InMoment support omni-channel customer experiences?
InMoment helps unify omni-channel experiences by capturing and connecting data from all stages of the customer journey. It integrates data from various sources such as surveys, social reviews, and conversational chat logs, providing a comprehensive view of the customer experience. This integration enables organizations to predict customer intent and make informed decisions to improve their overall customer experience.What kind of support does InMoment offer to its customers?
InMoment offers support through dedicated account managers and industry experts. Customers can speak with an expert or contact their account manager to get deeper insights into the product features and how to best utilize them for their CX programs.