Medallia Experience Cloud vs. InMoment: Customer Feedback Management Solution Comparison 2025

Overview: Medallia Experience Cloud and InMoment as Customer Feedback Management Category solutions.

Medallia Experience Cloud and InMoment are top contenders in the customer feedback management landscape. Medallia Experience Cloud stands out with its comprehensive analytics and diverse customer segments, while InMoment boasts robust support for large enterprises and strong customer satisfaction improvement goals. Understanding the specific needs of your organization will help in choosing the product that aligns best with your strategic objectives.

Medallia Experience Cloud: Medallia-experience-cloud provides insights into customer and employee sentiment via feedback surveys and analytics. Customer journeys and contact center interactions are also analyzed.

InMoment: InMoment offers integrated CX solutions using award-winning AI. Impactful ROI is achieved beyond traditional CX management.

Medallia Experience Cloud and InMoment: Best Use cases based on the customer satisfaction data

Medallia Experience Cloud

Key Capabilities Supported

Medallia Experience Cloud facilitates collecting direct feedback, engaging conversational surveys, and customer experience management. read more →

InMoment focuses on measuring net promoter score, collecting feedback, and managing helpdesks. read more →

Business Goals

Medallia Experience Cloud provides insights from customer experience data and aims to give a comprehensive 360-degree view of customers. read more →

InMoment helps in improving customer satisfaction and supports customer acquisition strategies. read more →

Core Features

Medallia Experience Cloud offers analytics, custom reports, and integration capabilities. read more →

InMoment emphasizes custom reports, integration, and data import functionalities. read more →

Vendor Support

Medallia Experience Cloud provides 24/7 support along with email, chat, and phone support options. read more →

InMoment offers 24/7 support mainly through email and chat. read more →

Segments and Industries

Medallia Experience Cloud is popular among small to large enterprises, with strong usage in hospitality and retail industries. read more →

InMoment is widely used by large enterprises, particularly in the computer software and IT sectors. read more →

Operational Alignment

Medallia Experience Cloud effectively supports diverse operational scales with a focus on hospitality and retail environments. read more →

InMoment aligns with large-scale operations common in tech industries, bolstering IT and software services companies. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

medium

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low

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Security & Privacy Risk

low

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medium

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Integration Risk

medium

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low

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Migration Risk

medium

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low

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IT and Other Capabilities

Low
Medium
High

Ease of migration

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Data

Data Export

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Data Import

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Support

Email Support

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Chat Support

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Phone Support

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24/7 Support

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Others

Analytics

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Custom Reports

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AI Powered

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Most deployed common Use Cases for Medallia Experience Cloud and InMoment

How does Medallia Experience Cloud and InMoment facilitate Collecting Direct Feedback?

Medallia Experience Cloud and Inmoment both collect direct customer feedback through multiple channels, including online and offline surveys. Medallia provides a comprehensive solution, capturing data from various sources, while Inmoment focuses on Net Promoter Score (NPS) data. Medallia's customizable dashboard allows for in-depth analysis, while Inmoment emphasizes the importance of NPS data for segmenting customers and improving customer experience. However, both platforms lack real-time insights and have limitations in closing the feedback loop.

"...Medallia does a great job at providing great tools to analyze not just numbers from customer feedback but has great text analytics..." Peer review by Ryan B, General Manager, Hospitality

"...Automated email alerts for new NPS scores allow for easy follow up with our clients to better understand any issues they are experiencing...." Peer review by Brian Z., Computer Software

What solutions does Medallia Experience Cloud and InMoment provide for Engaging Conversational Surveys?

Medallia Experience Cloud and Inmoment both focus on customer engagement by collecting feedback. Medallia is equipped to capture feedback from various sources, including digital and physical channels. In contrast, Inmoment emphasizes conversational surveys and prioritizes following up with customers. Medallia is strong in data analysis and dashboards, while Inmoment focuses on quick and easy review management. Both platforms have limitations in managing follow-up processes effectively.

"...Medallia is equipped with the most comprehensive capabilities for capturing feedback and experience signals wherever customers are interacting, including: email, social, digital web and in-app, conversational messaging and connected devices...." Peer review

"...Ability to follow-up with customers and offer than assistance when they need it...." Peer review by Kelly D

What Are the key features of Medallia Experience Cloud and InMoment for Helpdesk Management?

Medallia Experience Cloud and Inmoment both focus on providing insights into call center performance. Medallia Experience Cloud offers a more comprehensive approach, encompassing various touchpoints like field services and online channels, while Inmoment primarily focuses on call center data. Medallia Experience Cloud provides multi-channel insights, including post-call interactions and relationship surveys, while Inmoment focuses on real-time feedback and automation. The limitations of both tools are that neither directly links scores to CRM or help desk records.

"...93% Store Support Center employees...." Case Study 7-Eleven

"...We wanted to provide the frontline a star level of call center feedback in a more real-time fashion; and get our leaders access to the data in a timelier matter...." Testimonial by John Lewis, Customer Insights Lead, U.S. Cellular