• February 10, 2015

InMoment Improves the Customer Experience Hub

InMoment, a cloud-based customer experience (CX) optimization platform, is introducing a set of integrated voice of the customer listening capabilities to its Experience Hub technology platform.

InMoment's Experience Hub allows companies to listen to, understand, and share customer stories inside and outside the organization.

Changes to the InMoment Experience Hub include the following:

  • Active Listening Suite: The Active Listening Suite applies text analytics in a unique, patent-pending way to get more actionable data. Included is Strength Meter, which gently encourages customers to keep telling their stories; Follow Up, which identifies comments low on insights and then triggers additional, relevant questions that ask customers to provide more detailed information; and Drill Down: which can identify specific words or topics and present targeted questions for deeper inquiry. Drill Down can trigger off of both structured data (scores) as well as the unstructured text found in comment boxes.
  • Social Listening: InMoment allows users to gather customer stories from popular social story sharing sites, including Facebook, Twitter, Yelp, Google+, TripAdvisor, OpenTable, UrbanSpoon, and FourSquare. Automated alerting and links to comments enable immediate response. Role-based reporting allows you to view social stories on their own, or alongside customer feedback.  Available in all languages.
  • Data Integration: InMoment can integrate third-party data from a variety of sources into the Experience Hub and marry this information with customer stories to paint a holistic picture of the overall customer experience. Sources include CRM, POS, loyalty, agent notes, mystery shop, ticketing, and more.

"Customer stories are one of the most powerful business tools available, containing insights that can improve nearly every aspect of an organization," said InMoment President Lonnie Mayne in a statement. "All too often, brands become so focused on getting good data, that they forget the feedback process is just as critical to the overall customer experience as every other interaction. Thanks to these new listening technologies, brands can get the best data, take the wisest actions, and create a more meaningful relationship with their customers in the process."

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