Overview

InMoment Customer Feedback Surveys provide a comprehensive solution for collecting and connecting customer experience data from every touchpoint and channel. This integrated approach offers a complete view of the customer journey, synthesizing direct, indirect, and inferred data to generate holistic customer insights. The platform enables businesses to move beyond siloed perspectives and build a strong foundation for understanding and improving customer experience.

Key Features

• Multi-Channel Data Collection: Ingest data from various sources, including targeted surveys, social ratings and reviews, live chat transcriptions, service tickets, email threads, call transcripts, and messenger applications.
• Open Platform with Workflow™: Utilize a modern, big-data architecture and patented data-agnostic software to reduce the time it takes to get data into the system. The flexible data lake synthesizes all types of feedback for cost-efficient data management.
• Generative AI Prompts: Employ Active Listening™, a conversational bot that uses real-time text analytics and generative AI to elicit richer responses with more actionable data points in customers’ natural language.
• Proprietary AI for Optimal Understanding: Leverage InMoment's in-house Large Language Model (LLM) technology and an award-winning NLP engine trained on CX-specific data to make sense of every byte of experience data.
• Impact Prediction: Synthesize structured and unstructured data in one platform to predict and preempt customers’ next moves, guided by AI and human expertise for accurate impact predictions.
• Automated Closed-Loop Processes: Automate closed-loop processes with AI-generated responses to increase satisfaction and reduce cost to serve. Industry-specific action plans inform change management strategies, reduce customer churn, and empower employee engagement.
• Rapid Resolution Engine: Reduce customer support tickets using real-time text analytics within the survey to provide solutions to common issues and automatically route customers to self-help tutorials.
• Moments™ Mobile App: Foster customer centricity at the frontline with a customizable mobile app that makes celebrating customer experience fun and allows teams to focus on customers.

Benefits

• Comprehensive Customer View: Gain a holistic understanding of the customer journey by collecting and connecting data from all touchpoints.
• Actionable Insights: Navigate and interpret structured and unstructured data to identify where to focus for the highest impact.
• Improved Customer Experience: Predict and preempt customer needs to enhance their experience and increase retention.
• Increased Efficiency: Automate processes and reduce the cost to serve through AI-driven solutions.
• Faster ROI: See a return on investment in just 12 months, significantly faster than the industry average.
• Employee Empowerment: Empower employees with the tools and insights they need to improve customer interactions and drive positive outcomes.