InMoment - Detailed Review
Speech Tools
InMoment - Product Overview
InMoment Overview
InMoment is a comprehensive platform that specializes in integrated customer experience solutions, heavily leveraging AI to analyze and act on customer data. Here’s a brief overview of its primary function, target audience, and key features, particularly in the context of speech tools and AI-driven products.Primary Function
InMoment’s primary function is to capture, connect, and analyze both structured and unstructured customer experience data across various stages of the customer journey. This includes speech analytics, social media intelligence, and feedback collection, all aimed at providing actionable insights to improve customer experiences and business outcomes.Target Audience
The target audience for InMoment includes large and medium-sized enterprises, particularly those with 1,000 to 10,000 employees. The majority of its customers are based in the United States, followed by the United Kingdom and Australia. These companies often operate in industries that heavily rely on customer feedback and continuous improvement of customer experiences.Key Features
Speech Analytics
InMoment offers advanced speech analytics through its conversation analytics software. This tool analyzes recorded calls to gather valuable customer information, improving communication and future interactions. Key features include AI summarization, agent and coach scorecards, and other capabilities to enhance call center performance.Active Listening
InMoment’s Active Listening is a conversational AI agent that improves feedback collection by engaging respondents in real-time. It uses a privately hosted large language model (LLM) to ensure data security, real-time follow-up prompts to improve feedback quality, and features like the Strength Meter to gamify the survey experience. This results in deeper, actionable insights more efficiently than traditional feedback collection methods.Social Media Intelligence
InMoment’s social media intelligence tool collects data from social media conversations, tracks mentions of the brand and competitors, and performs real-time sentiment analysis. This helps in identifying public opinion, competitor differences, and generating actionable insights for marketing campaigns and customer engagement. The tool also aids in high-quality lead generation and identifying top influencers.Data Integration and Analysis
InMoment integrates data from various channels, including social media, calls, and feedback surveys, into a unified platform. Its AI technology helps generate richer insights, unify omni-channel experiences, and predict customer intent. This integrated approach allows businesses to take deliberate actions that resolve both individual cases and recurrent experience issues, leading to higher revenue growth and increased customer lifetime value.Conclusion
In summary, InMoment is a powerful tool for businesses seeking to enhance their customer experience strategies through comprehensive data collection, advanced AI-driven analytics, and actionable insights. InMoment - User Interface and Experience
User Interface of InMoment’s AI-Driven Speech Tools
The user interface of InMoment’s AI-driven speech tools, particularly their Active Listening Agents, is designed to be intuitive and effective in capturing and analyzing customer feedback.
Ease of Use
InMoment’s platform is built to simplify the process of collecting and analyzing customer feedback. Here are some key aspects that contribute to its ease of use:
- Real-Time Feedback Collection: The system uses AI-powered Active Listening Agents that prompt follow-up questions in real time, encouraging users to provide more detailed responses. This interactive approach makes the feedback process more engaging and less cumbersome for respondents.
- Configurable Capabilities: The Active Listening feature is highly configurable, allowing businesses to customize the feedback collection experience to better suit their needs. This flexibility ensures that the tool can be adapted to various scenarios without requiring extensive technical expertise.
User Experience
The overall user experience is enhanced through several features:
- Increased Engagement: By using context-aware generative AI, InMoment’s Active Listening Agents increase the word count per question by an average of 70%, which leads to more detailed and actionable feedback. This approach reduces survey fatigue and keeps respondents more engaged.
- Immediate Insights: The platform processes and responds to feedback in real time, using privately hosted, secure large language models. This immediate processing allows businesses to identify key issues and trends quickly, enabling proactive actions to improve customer experiences.
- Enhanced Text Analytics: The AI-enhanced text analytics models identify 54% more topics for improvement, providing a more comprehensive view of customer feedback. This detailed analysis helps businesses pinpoint areas that need attention and make informed decisions.
Feedback Summarization
InMoment also integrates tools like the ChatGPT-powered Smart Summary Generator, which transforms numerous customer comments into concise, well-structured summaries. This feature makes it easier for users to identify key issues and trends without having to sift through large volumes of feedback manually.
Overall, the user interface of InMoment’s speech tools is designed to be user-friendly, engaging, and highly effective in capturing and analyzing customer feedback, thereby providing valuable insights that can drive meaningful changes in customer experiences.
InMoment - Key Features and Functionality
InMoment Overview
InMoment, a leading provider of Experience Improvement (XI) solutions, integrates advanced AI technologies to enhance customer and employee experiences. Here are the key features and functionalities of InMoment, particularly focusing on its AI-driven capabilities:Collecting Feedback
InMoment allows businesses to collect feedback through various channels, including text, video, voice, surveys, social media, and online reviews. The Active Listening Studio enables the creation of detailed and micro-surveys to gather written feedback. This comprehensive approach ensures a holistic view of customer and employee experiences.AI-Powered Active Listening
The AI-powered Active Listening Agents use context-aware generative AI (GenAI) to prompt follow-up questions in real-time, encouraging respondents to provide more detailed and actionable feedback. This reduces survey fatigue and increases the likelihood of receiving valuable insights. For instance, AI-powered Active Listening has been shown to make respondents 2.4 times more likely to provide actionable feedback and increase the word count per question by 70%.Automated Responses and Data Collection
InMoment’s AI automatically responds to participants in real-time with additional questions, gathering more feedback and reducing the load on customer support teams. This real-time interaction helps in gathering more comprehensive data without overwhelming the respondents.Anomaly and Trend Detection
The AI technology in InMoment detects anomalies, patterns, and trends within the collected data. This includes analyzing unstructured data from contact center conversations, emails, chats, and social media, which makes up over 85% of a company’s data. This analysis helps in identifying high-impact areas for improvement and driving meaningful business outcomes.Conversational Intelligence
InMoment’s Conversational Intelligence platform integrates data from contact center conversations, online chats, and emails to enhance operational efficiency and customer engagement. By leveraging generative AI, Natural Language Processing (NLP), and Large Language Models (LLMs), businesses can extract valuable insights from these interactions. This has led to improvements such as a 3-5% increase in first-call resolution and 100% coverage of call transcripts analysis.Feedback Analysis and Reporting
The platform allows businesses to create detailed reports with graphs and explanations from the gathered data. This data can be shared with relevant teams to help in creating a better experience. Automated call summaries and analysis streamline feedback, making it easier to identify areas for improvement.Moments Feature
The Moments feature helps in celebrating positive experiences by displaying them in an Instagram-like feed. This improves employee morale and reduces employee churn by highlighting and appreciating positive interactions and experiences.Integration and Notifications
InMoment integrates with various platforms, including social media sites, review sites, customer support software, and email providers. It also transmits notifications via email, SMS, and push notifications to quickly address incidents. This integration enables seamless communication and resolution of issues using InMoment or other CRM platforms.Performance Evaluation and Improvement
The platform includes Manager and Agent Scorecards that evaluate team and individual agent performance. This provides personalized insights for improvement, helping to boost performance and retention within contact centers.Conclusion
In summary, InMoment leverages AI to collect and analyze feedback comprehensively, automate responses, detect trends, enhance conversational intelligence, and provide actionable insights. These features collectively help businesses improve customer and employee experiences, streamline operations, and drive meaningful business outcomes. InMoment - Performance and Accuracy
InMoment’s AI-Driven Speech Tools
InMoment’s Speech Tools, particularly those driven by AI, demonstrate strong performance and accuracy in several key areas.Speech-to-Text and Real-Time Analytics
InMoment utilizes advanced speech-to-text technology, partnered with Voci since 2011, to transcribe voice comments in real-time. This system is highly accurate and allows for immediate analysis using InMoment’s text analytics. This combination enables real-time alerts and the ability to act quickly on customer feedback, which is crucial for addressing urgent issues and improving customer experience.AI-Powered Active Listening
InMoment’s recent introduction of AI-powered Active Listening Agents has significantly enhanced the feedback collection process. These agents use context-aware generative AI to prompt users with follow-up questions, encouraging more detailed and actionable responses. Studies have shown that this approach results in:- Respondents being 2.4 times more likely to leave actionable verbatim feedback.
- Customers being 24% more likely to share actionable insights about their intent.
- A 70% increase in the number of words per single question, providing more detailed feedback.
- The identification of 54% more topics by text analytics models, helping to pinpoint improvement opportunities.
Verbatim Recordings and IVR Integration
InMoment’s platform also allows clients to access verbatim voice recordings from customer interactions, which is a valuable tool for training and coaching. Additionally, the integration with inbound and outbound IVR systems, coupled with text analytics, enables on-the-fly drill-downs based on customer responses, further enhancing the accuracy and usefulness of the feedback collected.Limitations and Areas for Improvement
While InMoment’s tools are highly effective, there are some limitations to consider:- Survey Fatigue: Traditional feedback methods can lead to survey fatigue, but InMoment’s AI-powered Active Listening helps mitigate this by making the feedback process more engaging and personalized.
- Technical Limitations: There may be technical limitations, such as browser restrictions (e.g., Safari, Chrome in Incognito mode, Firefox in private browsing mode) that can affect the integration of surveys within iframes, but these can often be addressed through specific settings adjustments.
InMoment - Pricing and Plans
Pricing Structure of InMoment
When it comes to the pricing structure of InMoment, the information available is somewhat limited, but here are the key points you need to know:Custom Pricing
InMoment does not offer a standardized pricing plan that is publicly disclosed. Instead, they provide custom pricing for their software, which means the cost will vary based on the specific needs and requirements of the business.No Free Plan
InMoment does not offer a free plan. However, they do provide a free trial, allowing potential customers to test the software before committing to a purchase.Free Trial
You can request a 30-day free trial of InMoment CoreCX to explore its features, including setting up voice-of-the-customer programs with NPS, CSAT, and CES microsurveys.Pricing Range
While the exact pricing is not disclosed, some sources suggest that the annual cost for InMoment software can be around $10,088, although this can vary widely depending on the specific agreement and the needs of the business.Features and Support
InMoment offers a range of features, including advanced analytics, survey tools, and customer experience management. The software is supported by various training resources such as documentation, in-person training, live online sessions, videos, and webinars. Additionally, InMoment provides comprehensive support services, including phone, chat, FAQ, forum, help desk, knowledge base, and 24/7 live support.Contact for Pricing
Given the lack of detailed public pricing information, it is recommended to contact InMoment directly or use services like Vendr to get a customized quote and potentially negotiate a better price. InMoment - Integration and Compatibility
InMoment’s Integrative Capabilities
InMoment’s integrative capabilities are a key aspect of its AI-driven customer experience (CX) solutions, ensuring seamless compatibility across various tools, platforms, and devices.Cross-Platform Integrations
InMoment’s software integrates with a wide range of enterprise systems, allowing you to connect CX data from multiple sources. This includes CRM systems like Salesforce and Zendesk, marketing automation tools, HRIS (Human Resource Information Systems), call centers, and internal collaboration tools.API and ETL Tools
InMoment uses APIs, partnership integrations, and ETL (Extract, Transform, Load) tools to integrate with almost any data source. This flexibility enables you to connect your CX insights with every system within your organization, ensuring comprehensive and actionable data.Omnichannel Data Integration
InMoment’s conversational analytics can integrate interaction data across various channels, such as surveys, social reviews, and conversational chat logs. This omnichannel approach provides a comprehensive view of customer feedback, going beyond just sentiment analysis to include emotions and trends.Social and Employee Feedback
The platform also integrates social listening narratives and employee feedback from diverse channels. This includes unsolicited customer and employee feedback, which can be analyzed to provide a comprehensive understanding of audience sentiments and drive leadership decisions.Device and Browser Compatibility
InMoment’s solutions are accessible from any device that uses a web browser. For example, if you are using tools like MeetingPulse (though this is a different product), it can be integrated into video-meeting apps such as Zoom, Webex, and Microsoft Teams, as well as video platforms like YouTube and Vimeo.Real-Time Feedback Collection
InMoment’s AI-powered Active Listening Agents can collect feedback in real-time, using context-aware generative AI to solicit more detailed responses. This feature is compatible with various survey formats and can be integrated into existing feedback collection systems.Custom and Flexible Solutions
InMoment offers custom integrations and flexible solutions to fit your specific needs. Whether you need to integrate with specific CRM systems, marketing tools, or other enterprise software, InMoment’s approach ensures that your CX data is unified and actionable across all departments.Conclusion
By integrating InMoment’s CX solutions with your existing tools and platforms, you can ensure a cohesive and data-driven approach to improving customer and employee experiences. InMoment - Customer Support and Resources
Customer Support Options
For immediate assistance, users can contact InMoment’s support team through several channels:
- Phone Support: You can call 1-800-467-0047 for technical support or 1-800-530-4251 (press Option 1) to speak with the client success team.
- Ticket Submission: Users can submit a ticket through the InMoment support platform for more detailed issues.
- Chat and Message: There is also an option to send a message directly to the sales or client support teams.
Additional Resources
AI-Powered Active Listening and Conversational Analytics
InMoment’s AI technologies, such as their patented Active Listening™, enable rich conversations by intelligently listening and responding to customers in real-time. This feature helps in collecting more valuable and actionable feedback across various channels, including surveys, email, SMS, website, and call centers.
Text and Speech Analytics
The platform includes advanced text and speech analytics that use machine learning to provide instant insights into customer emotions, context, and intent. This helps agents identify pain points and opportunities for improvement quickly, reducing churn and closing feedback loops.
Conversational Analytics Software
InMoment’s conversational analytics tools analyze contact center calls, chats, surveys, and other customer interactions to provide holistic insights. These tools combine data from siloed channels, apply sentiment analysis and natural language processing (NLP), and help dedicate resources to the highest impact areas.
Natural Language Processing (NLP)
InMoment’s NLP engine supports various applications, including text analysis tools and social media monitoring. It processes large volumes of text data quickly, such as analyzing tweets in real-time, and provides sentiment analysis and emotion metrics to help manage brand reputation and customer experience.
These resources and support options are designed to help users effectively integrate and utilize InMoment’s AI-driven tools to enhance customer feedback collection, analysis, and overall customer experience management.
InMoment - Pros and Cons
When Considering InMoment
When considering InMoment as a customer feedback and experience management tool, there are several key advantages and disadvantages to be aware of.
Advantages
Intuitive Interface and Strong Analytics
Many users praise InMoment for its intuitive interface, which makes it easier for both survey creators and respondents to use. The analytics capabilities are robust, allowing businesses to transform raw data into actionable insights without being overly complex.
Advanced Text Analytics
InMoment’s AI-driven text analytics feature helps analyze thousands of customer feedback points quickly, identifying key areas of pain points and issues. Although some users find it complex, it is a powerful tool for insights.
Comprehensive Data Capture
The platform can capture and connect both structured and unstructured experience data from various sources, including surveys, online reviews, and support tickets. This helps in creating a unified view of customer experiences.
Predictive Analytics and AI
InMoment’s AI helps predict customer intent and unify omni-channel experiences, providing richer insights that can lead to higher revenue growth and improved customer lifetime value.
Excellent Customer Support
Users consistently praise InMoment’s customer support for its responsiveness and helpfulness, which is crucial for navigating any issues with the platform.
Disadvantages
Cost and Technical Expertise
InMoment can be expensive, making it less suitable for smaller companies. Additionally, customization often requires technical expertise, which can be a barrier for some users.
Integration Issues
Some tools within the InMoment platform are not fully integrated, leading to communication issues between different parts of the system. This can cause re-work and inefficiencies.
Complexity in Certain Features
While the overall interface is intuitive, some features like text analytics and report building can be complex and difficult to use, especially for non-insights or data experts.
Limitations in Survey Management
The free version of InMoment does not allow running two different types of surveys simultaneously, which can limit the exploration of the platform before purchasing.
Reporting Challenges
Users have reported difficulties in setting up parameters and custom reports, and some find the reporting feature hard to use.
No Automation for Reports
InMoment does not offer options to automate reports, which can be a drawback for users who need regular, automated reporting.
These points highlight the key strengths and weaknesses of InMoment, helping you make an informed decision about whether it meets your customer feedback and experience management needs.
InMoment - Comparison with Competitors
When Comparing InMoment to Competitors
When comparing InMoment to its competitors in the AI-driven customer feedback and experience management category, several key points and unique features stand out.
Unique Features of InMoment
AI-Powered Active Listening Agents
InMoment has introduced AI-powered Active Listening Agents, which use context-aware generative AI (GenAI) to prompt follow-up questions, encouraging more detailed and actionable feedback in real-time. This feature significantly increases the word count per question by 70% and makes respondents 2.4 times more likely to provide actionable feedback.
Advanced Text Analytics
InMoment’s XI Platform is recognized for its superior text mining and analytics capabilities, outperforming competitors like Qualtrics, AWS, and Google. It can identify 54% more topics for improvement and boost comments about customer effort by 17%.
Integration and Security
The platform uses privately hosted, secure large language models (LLMs) to process and respond to feedback in real-time, ensuring data security and compliance.
Competitors and Alternatives
Qualtrics
Qualtrics is a strong competitor that specializes in collecting, analyzing, and acting on customer, employee, product, and brand experience data. It offers powerful data analysis and reporting tools, seamless integrations with platforms like Salesforce and Adobe, and custom reports and dashboards. However, its pricing may not be ideal for small businesses, and some features like heatmap widgets are disabled in certain plans.
Medallia
Medallia is another significant player in the customer experience management space. It provides advanced analytics and reporting tools but lacks a free version and can be expensive. Medallia offers a knowledge base, chat support, and 24/7 live rep support, which can be beneficial for larger enterprises.
SurveySensum
SurveySensum is a budget-friendly alternative that offers a free version with unlimited survey creation capabilities across various industries. It includes advanced text analysis for open-ended feedback, multiple language surveys, and seamless integrations. SurveySensum is known for its excellent customer support, with a response time of just 2 hours and a high customer retention rate.
Relevance AI
Relevance AI focuses on artificial intelligence technology and allows users to build and deploy custom AI applications. While it is a competitor in the AI space, it does not offer the same level of customer feedback management tools as InMoment or Qualtrics.
Key Considerations
- Automation and Text Analysis: If advanced text analysis and automation are crucial, InMoment and Qualtrics stand out with their sophisticated AI-driven tools.
- Cost and Integration: For smaller businesses or those on a budget, SurveySensum might be a more affordable option with similar features.
- Security and Compliance: InMoment’s use of privately hosted, secure LLMs could be a deciding factor for businesses with strict data security requirements.
In summary, InMoment’s unique AI-powered Active Listening Agents and advanced text analytics capabilities make it a strong choice for businesses seeking detailed and actionable customer feedback. However, alternatives like Qualtrics, Medallia, and SurveySensum offer different strengths and may better fit specific business needs and budgets.
InMoment - Frequently Asked Questions
Here are some frequently asked questions about InMoment, particularly focusing on its AI-driven features and customer experience solutions:
What is InMoment and what does it do?
InMoment is a cloud-based customer experience (CX) software that helps midsize and large businesses collect and manage employee and customer feedback to improve brand experience. It captures feedback from multiple channels, including texts, voice, and video, and provides insights through predictive models and text diagnostics.
How does InMoment’s Active Listening feature work?
InMoment’s Active Listening feature uses context-aware generative AI (GenAI) to prompt users with follow-up questions, encouraging more detailed and actionable responses in real-time. This enhances the feedback collection experience, reduces survey fatigue, and yields more insightful data. For example, AI-powered Active Listening has been shown to increase the likelihood of respondents leaving actionable feedback by 2.4 times and generate 70% more words per question.
What are the key benefits of using InMoment’s AI-powered Active Listening Agents?
- Increased actionable feedback: Respondents are 2.4 times more likely to leave detailed and actionable responses.
- Enhanced engagement: Customers are 24% more likely to share insights about their intent.
- Reduced survey fatigue: AI-powered Active Listening generates more detailed responses, making surveys more engaging.
- Improved insights: Text analytics models can identify 54% more topics, helping pinpoint improvement opportunities.
How does InMoment handle unstructured and structured customer experience data?
InMoment captures and connects both unstructured and structured experience data from various formats and stages of the customer journey. It uses AI to analyze this data, providing a complete picture of customer experiences and helping brands unify omni-channel experiences and predict customer intent.
What is Conversational Intelligence in InMoment, and how does it benefit contact centers?
Conversational Intelligence in InMoment combines vast amounts of contact center interactions with data from other channels to offer a complete picture of the Voice of Customer. This feature enhances contact center performance by providing deep insights into customer interactions and agent performance, leading to improvements such as a 3-5% increase in first call resolution and a 2-5% increase in customer satisfaction (CSAT).
How does InMoment prevent AI hallucinations in its feedback analysis?
InMoment addresses AI hallucinations by detecting and removing pauses in audio files, ensuring accurate transcriptions and preventing the AI from generating incorrect or made-up responses. This is particularly beneficial in healthcare and contact centers, where accurate feedback is crucial.
What kind of industries can benefit from using InMoment?
InMoment is beneficial for various industries, including automotive, healthcare, finance, IT, retail, and utilities. It helps these sectors capture customer feedback from multiple channels and gain actionable insights to improve customer experiences.
How does InMoment’s solution impact revenue and profitability?
Companies using InMoment’s integrated CX approach can experience higher revenue growth and increased profitability. According to Forrester Research, firms with high levels of alignment across customer-facing functions realize 2.4 times higher revenue and double the profitability compared to those with no alignment.
Can InMoment integrate with other data sources and systems?
Yes, InMoment can integrate with various feedback data sources, including surveys, social reviews, conversational chat logs, and transcripts. This integration helps in gaining deeper insights into customer behavior and improving overall customer experience.