BIRMINGHAM, England, February 19, 2015 /PRNewswire/ --
InMoment Debuts Patent-pending Innovations to Provide More Actionable Insights and Improve the Customer Experience
-- Integrated Technologies Power Better Listening, Better Actions, and Better Relationships with Customers
-- Experience Hub Brings Diverse Customer Stories Together to Drive Action Across the Enterprise
InMoment™, a cloud-based customer experience (CX) optimisation platform, is introducing a powerful set of integrated Voice of Customer listening capabilities to its Experience Hub technology platform, significantly enhancing a brand's ability to gather the most actionable feedback from customers.
Companies want feedback from customers, and customers want to tell their stories. Traditional, surveys, while well intended, can focus more on what the brand wants to know than what customers want to tell them.
"As more and more groups within a company get excited about obtaining and using customer feedback, companies often try to accommodate everyone and indiscriminately add more questions to already long surveys," said Bruce Temkin, customer experience transformist and managing partner at Temkin Group in a May 2014 report titled Text Analytics Reshapes VoC Programs. "Simply piling on multiple-choice questions does not lead to Voice of Customer success."
New technologies and methods are enabling customers to tell their stories, and brands to listen, in more varied and impactful ways. InMoment's Experience Hub ™ provides companies with the ability to Listen to, Understand and Share customer stories inside and outside the organisation to improve the customer experience, as well as the brand's bottom line.
Today, InMoment announced several new capabilities that transform the way companies listen to customers, and enhance the relationship in the process:
Active Listening Suite: Unstructured feedback in the form of comments is invaluable in understanding and connecting with customers. The Active Listening Suite applies text analytics in a unique, patent-pending way to get more actionable data, and make the feedback process a more engaging, positive experience for customers.
Strength Meter: Taps into the ease and fun of the familiar strength meter to gently encourage customers to keep telling their stories.
Follow Up: "It was great," is not very helpful or insightful. Follow Up identifies comments low on insights, and then triggers additional, relevant questions that ask customers to provide more detailed information.
Drill Down: 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: More customers are telling their stories in online reviews and on social sites. InMoment allows an individual 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 the viewing of social stories on their own, or in the context of customer stories from other sources, enabling brands to identify trends and compare performance across feedback types.
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 organisation," said InMoment's Gary Topiol, Managing Director International. "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."
For more information about InMoment's Listening capabilities, including a short video, visit: http://www.inmoment.com/products/experience-hub/#active-listening.
About InMoment
InMoment is a cloud-based customer experience (CX) optimisation platform that gives companies the ability to listen to, understand and share customer stories to improve business results and the customer experience. Through its Experience Hub™, InMoment provides Voice of Customer (VoC), Social Reviews & Advocacy, and Employee Engagement technology, as well as strategic guidance, support, and services, to 350 brands in 95 countries, and in 40 languages. The company is the leading VoC vendor for the hospitality, retail, and contact centre industries, with expertise in B2B, healthcare, hospitality, and numerous others.
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