InMoment

4.3 (23)
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Customer and employee experience management software

About InMoment

InMoment is a cloud-based CX software that helps midsize and large businesses collect and manage employee and customer feedback to improve brand experience. The application helps businesses in the automotive, healthcare, finance, IT retail, and utility sectors capture customer feedback from multiple channels in texts, voice, and video formats and gain insights into experience through predictive models and text diagnostics.

Employees can utilize InMoment to submit anonymous feedback and share workplace expectations with managers. It offers a variety of features including closed-loop case management, reporting, text analytics, mixed-mode surveys, dashboards, and more. It offers an active listening studio, which managers can utilize to collect feedback from various touchpoints and proactively resolve issues through Rapid Resolution Engine.


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InMoment Software - Collect experience data from everywhere, in every format. Engage your audience on their terms and show them you value their feedback.
InMoment Software - Synthesize digital data for actionable insights. InMoment AI’s Smart Summary transforms hundreds of pieces of feedback into easily consumable paragraphs to surface the most important topics and trends.
InMoment Software - InMoment’s expert-designed, mobile-optimized reports and dashboards give clarity into your CX efforts—at the business, location, and even individual experience level. Now you can create, schedule, and share actionable reporting.
InMoment Software - Make your own surveys or pick a pre-built ADA-compliant template that allows you to determine branding, question types, logic, design, and more all from one intuitive interface. If you need help, we’ve got experts on call to lend a hand!
InMoment Software - Detect customer signals from every touch point accurately. Access rich insights in millions of contact center conversations to drive improvement.
InMoment Software - Understand what your customers are talking about and the challenges they’re facing. The XI Platform continually combs through your feedback and operational data to detect and alert on patterns, trends, and anomalies as they occur.
InMoment Software - Infuse experience intelligence into every system. Whether you’re using Salesforce, Marketo, Zendesk or another system, incorporating experience data enables you to automate feedback collection, manage cases, and break down silos.
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InMoment video
InMoment Software - Collect experience data from everywhere, in every format. Engage your audience on their terms and show them you value their feedback.
InMoment Software - Synthesize digital data for actionable insights. InMoment AI’s Smart Summary transforms hundreds of pieces of feedback into easily consumable paragraphs to surface the most important topics and trends.
InMoment Software - InMoment’s expert-designed, mobile-optimized reports and dashboards give clarity into your CX efforts—at the business, location, and even individual experience level. Now you can create, schedule, and share actionable reporting.
InMoment Software - Make your own surveys or pick a pre-built ADA-compliant template that allows you to determine branding, question types, logic, design, and more all from one intuitive interface. If you need help, we’ve got experts on call to lend a hand!
InMoment Software - Detect customer signals from every touch point accurately. Access rich insights in millions of contact center conversations to drive improvement.
InMoment Software - Understand what your customers are talking about and the challenges they’re facing. The XI Platform continually combs through your feedback and operational data to detect and alert on patterns, trends, and anomalies as they occur.
InMoment Software - Infuse experience intelligence into every system. Whether you’re using Salesforce, Marketo, Zendesk or another system, incorporating experience data enables you to automate feedback collection, manage cases, and break down silos.

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Reviews

Overall rating

4.3 /5
(23)
Value for Money
4.2/5
Features
4.0/5
Ease of Use
4.1/5
Customer Support
4.6/5

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Software buyers need your help! Product reviews help the rest of us make great decisions.

Showing 5 reviews of 23
Stavros
Stavros
Overall rating
  • Industry: Telecommunications
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

MaritzCX is a great CFM/EFM/CX partner!

Reviewed on 2018/08/29

TELUS' overall experience with MaritzCX's offerings has been a success-to-date...we have been able...

TELUS' overall experience with MaritzCX's offerings has been a success-to-date...we have been able to achieve best-in-class response rates (upwards to 45% for SMS), get better value for our money and centralize the majority of our trackers resulting in resource efficiencies. Their client success team has become an extension of our team and we wouldn't have it any other way - they take care of the hard stuff so we can focus on our customers.

Pros

MaritzCX's all-in-one reporting platform - it is extremely easy to use and best of all, it is self-serve! Not only are you able to build customized reporting views in minutes, you can also layer on both Text and Sentiment Analytics to help guide your users and/or insights.

Cons

There are a few reporting enhancements we are working with MaritzCX on that we would like to see added. More Response Rate reporting – particularly on multi-model studies. Also, the addition of Coaching notes/confirmation in record level views that would help further our reporting capabilities and user experience.

Jace
Overall rating
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Monthly for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

One of the best around and employees who care

Reviewed on 2024/12/16

There are amazin people that work at this company and I would argue that their CX knowledge is...

There are amazin people that work at this company and I would argue that their CX knowledge is above market average. If you are looking for someone to help launch your Customer Experience program, I highly recommend working with InMoment and having CSM support hours.

Pros

The tool is very user friendly and you can create a survey without any training. They also have a great knowledge base and their customer support & training team are amazing.

Cons

The lack of innovation. Their core products are awesome and work flawlessly but what comes next?

Ana
Overall rating
  • Industry: Insurance
  • Company size: 201–500 Employees
  • Used Weekly for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 0.0 /10

Not worth the price

Reviewed on 2024/04/04

Difficult and slow to accomplish anything, lack of flexibility to make any changes in the email and...

Difficult and slow to accomplish anything, lack of flexibility to make any changes in the email and the survey. Poorly designed surveys reported to have used up more than the contracted number of hours to deploy. I have not received 8h of management support services a month since I joined the company almost a year ago.

Pros

Even though my last account representative was extremely nice, it is difficult and extremely slow to get anything done.

Cons

How difficult and slow it was to accomplish anything.

Andrew
Overall rating
  • Industry: Insurance
  • Company size: 501–1,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Great for what it is.

Reviewed on 2023/08/28

Pros

Really like the specific throttling and the UI of the survey, we don't bother our customers with the survey and when they are prompted, the survey is visually appealing.

Cons

Nothing really, product is great and fits our needs.

Response from InMoment

Hi Andrew!

Thank you for taking the time to leave us a review on Capterra! We are thrilled to hear you are loving our platform.

Jay
Overall rating
  • Industry: Utilities
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

WaterOne - Data Analyst review

Reviewed on 2023/08/24

Customer Support is outstanding. I do know the Customer Service managers really use the alerts to...

Customer Support is outstanding. I do know the Customer Service managers really use the alerts to resolve issues with dissatisfied customers.

Pros

Alerts for both managers and reps. Ease of adding/removing staff. The ability to automate a batch process our end to extract the data and have it smoothly FTP over to InMoment.

Cons

Would be nice to be able to automate reports to be run on specific dates and emailed to the requestor.

Response from InMoment

Hi Jay!

Thank you for taking the time to leave us a review on Capterra. We are thrilled you enjoy our platform. Customer satisfaction is our number one priority! Thank you for leaving us feedback, we will pass along to our team.

Showing 5 reviews of 23 Read all reviews

InMoment FAQs

Below are some frequently asked questions for InMoment.

InMoment offers the following pricing plans:

  • Free Trial: Available

Contact InMoment for pricing details.

InMoment has the following typical customers:

Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000

InMoment supports the following languages:

Chinese, Croatian, Danish, Dutch, English, Finnish, French, German, Greek, Hebrew, Hungarian, Italian, Japanese, Korean, Latvian, Lithuanian, Malay, Polish, Portuguese, Romanian, Russian, Serbian, Serbian, Slovak, Slovenian, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian, Vietnamese

InMoment supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

InMoment integrates with the following applications:

2Checkout, AWS Systems Manager, Alchemer, Apple Business Essentials, Auth0, BambooHR, Campaign Monitor by Marigold, Capgemini Intelligent Automation Platform, Capsule, ClickSend, Contentsquare, Coupa, Custify, Databricks, Deputy, Docparser, Docusign, Dropbox Business, Dynamics 365, Egnyte, Eventbrite, Forethought, Freshdesk, Fullstory, Gainsight CS, Glasshouse, Gmail, Google My Business Review Manager, Google Sheets, Heap, Hootsuite, HubSpot CMS Hub, HubSpot CRM, Intercom, LogRocket, Mailchimp, Mailjet, Marketo Engage, Meta for Business, Mixpanel, Nimble, Okta, OneLogin, OpenTable, PersistIQ, Propel, RD Station, Rethink, RingCentral Contact Center, RingCentral Engage Digital, RingCentral Engage Voice, RizePoint, Salesforce Platform, Segment, SendGrid, ServiceNow, SessionCam, Shopify, Splunk Enterprise, Stripe, TaskRay, Tethr, Track, TrackVia, Tradeshift, Trello, Trustpilot, Tungsten Insight, Twilio, Twitter/X, Unbounce, Voxpopme, Workday Enterprise Management Cloud, Zendesk AI, Zoho CRM, inQuba Journey Analytics, toast CRM

InMoment offers the following support options:

Email/Help Desk, Knowledge Base, Phone Support, 24/7 (Live rep)

Related categories

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