Overview of InMoment
InMoment is a leading customer experience and feedback management platform designed to help businesses continuously improve their customer, employee, product, and market experiences. Here’s a detailed look at what the product does and its key features.
Purpose and Scope
InMoment’s Experience Improvement (XI) Platform is built to intersect customer, employee, product, and market needs with business objectives. This platform powers the experiences of over 3,000 of the world’s most progressive brands, driving exceptional financial returns through increased acquisition, retention, spend, and profit.
Key Features and Functionality
Cloud-Based Architecture
The XI Platform includes several cloud modules:
- Customer Experience (CX) Cloud: Focuses on customer feedback and journey mapping.
- Employee Experience (EX) Cloud: Enhances employee engagement and feedback.
- Market Experience (MX) Cloud: Analyzes market trends and customer behavior.
- Product Experience (PX) Cloud: Optimizes product development based on customer insights.
These clouds can be used individually or in combination to provide a holistic view of the experience landscape.
Feedback and Analytics
- Real-Time Feedback: Collects and analyzes feedback from various sources in real-time.
- Text Analytics: Uses AI to analyze text-based feedback, providing insights into customer sentiments.
- Sentiment Analysis: Determines the emotional tone behind customer feedback.
- Voice Of The Customer: Captures and interprets customer feedback to inform business decisions.
Survey and Journey Mapping
- Survey Management: Allows for the creation and management of customizable surveys.
- Customer Journey Mapping: Visualizes the customer journey to identify key touchpoints and areas for improvement.
Reporting and Dashboards
- Dashboard and Reporting: Offers highly flexible, self-serve reporting with clean and simple data visualizations. This helps in visualizing structured and unstructured data from every part of the program.
Actionable Insights and Predictive Analytics
- Actionable Insights: Provides alerts, notifications, reports, and recommendations to drive immediate action.
- Predictive Analytics: Uses data to predict future trends and customer behaviors.
- Closed Loop Feedback: Ensures that customer feedback is acted upon and the customer is informed of the actions taken.
Social Media Monitoring
- Social Media Monitoring: Through a partnership with Hootsuite, InMoment offers tools for monitoring, scheduling, and analyzing social media interactions. This includes tracking keywords, hashtags, and brand mentions in real-time, as well as gauging engagement, sentiment, and campaign performance.
Additional Features
- Multi-Channel Feedback: Collects feedback from various channels, including mobile and social media.
- Employee Experience: Enhances employee engagement and feedback.
- Benchmarking: Allows businesses to compare their performance against industry benchmarks.
- Integration Capabilities: Integrates with other enterprise systems to streamline data flow.
- Data Security: Ensures robust data security with role-based access controls.
Support and Accessibility
InMoment provides comprehensive support, including phone support, live support, and training. The platform is accessible on multiple devices, including Android and iOS, making it versatile for different types of businesses, from startups to enterprises.
In summary, InMoment’s XI Platform is a powerful tool for businesses looking to enhance their customer, employee, product, and market experiences through advanced feedback collection, analytics, and actionable insights. Its comprehensive features and cloud-based architecture make it a robust solution for driving business growth and customer satisfaction.