InMoment Overview

InMoment's integrated CX solution leverages award-winning AI to transform customer feedback into actionable insights, driving impactful ROI. By capturing and connecting diverse customer experience signals, businesses can identify the richest insights and unlock the smartest actions. This approach not only enhances understanding of customer needs but also accelerates ROI, reportedly achieving results in half the time compared to traditional methods. As a leader in the Gartner Magic Quadrant, InMoment empowers organizations to refine their customer experience strategies, ensuring they remain competitive in a rapidly evolving market.

Use Cases

Customers recommend Collecting Feedback, Engaging Conversational Surveys, Helpdesk Management, as the business use cases that they have been most satisfied with while using InMoment.

Other use cases:

  • Social Media Management
  • Contact List Management
  • Competitive Intelligence
  • Customer Experience Management
  • Loyalty Management
  • Lifetime Value Management
  • Training & Onboarding
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Business Priorities

Improve Customer Satisfaction and Acquire Customers are the most popular business priorities that customers and associates have achieved using InMoment.

Other priorities:

  • Scale Best Practices
  • Improve Brand Engagement
  • Establish Thought Leadership
  • Enter New Markets Internationally Or Locally
  • Increase Sales & Revenue
  • Increase Customer Life Time Value
  • Improve Product Experience
  • Improve Efficiency
  • Improve Employee Experience
  • Improve Stakeholder Relations
  • Improve Consistency
  • Improve Digital And Social Presence
  • Improve ROI
See all business priorities See less business priorities

InMoment Use-Cases and Business Priorities: Customer Satisfaction Data

InMoment works with different mediums / channels such as Phone Calls. and Social Media.

InMoment's features include Embedded Survey Forms, Dashboard, Personalization, etc. and InMoment support capabilities include Email Support, 24/7 Support, Phone Support, etc. also InMoment analytics capabilities include Analytics, and Custom Reports.

Reviews

"One of the things we're doing is we're digging into the verbatims which are the open text comments from our customers. And we really look at that data to see where there are patterns. We're constantly getting feedback from our customers, but more im...portantly we're asking for feedback from our colleagues and our own support staff." - Martin Gabaya

InMoment, SmileBack, SurveyMethods, Medallia Agent Connect, Zenloop, etc., all belong to a category of solutions that help Customer Feedback Management. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

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

Popular Business Setting

for InMoment

Top Industries

  • Computer Software
  • Information Technology and Services
  • Internet

Popular in

  • Small Business
  • Mid Market
  • Enterprise

InMoment is popular in Computer Software, Information Technology And Services, and Internet and is widely used by Small Business, Mid Market, and Enterprise.

Comprehensive Insights on InMoment Use Cases

What makes InMoment ideal for Collecting Feedback?

Why is InMoment the best choice for Engaging Conversational Surveys?

What benefits does InMoment offer for Helpdesk Management?

How can InMoment optimize your Social Media Management Workflow?

How can InMoment enhance your Contact List Management process?

42+ more Business Use Cases

58 buyers and buying teams have used Cuspera to assess how well InMoment solved their Customer Feedback Management needs. Cuspera uses 2755 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Customer Feedback Management needs.

Customer Testimonials

CUSTOMERS TESTIMONIALS
InMoment testimonial

Martin Gabaya

Operations Manager, Customer Experience

KARL STORZ Endoskope

One of the things we're doing is we're digging into the verbatims which are the open text comments from our customers. And we really look at that data to see where there are patterns. We're constantly getting feedback from our customers, but more importantly we're asking for feedback from our colle...agues and our own support staff.

Testimonial By Martin Gabaya
InMoment testimonial

Abby Singh

VOC Lead

TTI Inc

TTI has seen several early CX wins surface in the last six months alone. The business has expanded the closed-loop team, and has seen CX engagement across the business. Testimonial By Abby Singh
InMoment testimonial

Roe Baluyut

Manager of Customer Experience

nib New Zealand

nib New Zealand recognises that its CX program is constantly changing and evolving, but the program has already had significant impact. Over the last four years, the business has seen a strong increase in NPS as well as a 6% churn reduction. Testimonial By Roe Baluyut
CUSTOMERS TESTIMONIALS
InMoment testimonial

Martin Gabaya

Operations Manager, Customer Experience

KARL STORZ Endoskope

One of the things we're doing is we're digging into the verbatims which are the open text comments from our customers. And we really look at that data to see where there are patterns. We're constantly getting feedback from our customers, but more importantly we're asking for feedback from our colle...agues and our own support staff.

Testimonial By Martin Gabaya
InMoment testimonial

Abby Singh

VOC Lead

TTI Inc

TTI has seen several early CX wins surface in the last six months alone. The business has expanded the closed-loop team, and has seen CX engagement across the business. Testimonial By Abby Singh
InMoment testimonial

Roe Baluyut

Manager of Customer Experience

nib New Zealand

nib New Zealand recognises that its CX program is constantly changing and evolving, but the program has already had significant impact. Over the last four years, the business has seen a strong increase in NPS as well as a 6% churn reduction. Testimonial By Roe Baluyut

Case Studies

Information Technology and Services

CASE STUDY Juniper Networks

Juniper Networks used InMoment’s platform to improve its digital feedback process. The company reduced survey length by 70% and made surveys mobile-friendly. This led to a 10x increase in survey resp...onses. Juniper Networks resolved customer issues 62% faster. The new system helped Juniper get better insights and improve customer satisfaction.

Automotive

CASE STUDY Leading Mobility Company

InMoment helped a leading mobility company improve its reputation management. The company unified its survey and review programs using InMoment’s Integrated CX approach. This led to a 195% increase i...n Google reviews in 30 days. Customer acquisition rose by 8%. The company saw a potential $5.8 million increase in annual revenue. The solution was easy to implement and improved brand visibility quickly.

Restaurants

CASE STUDY McDonald’s Australia

InMoment helped McDonald’s Australia fix slow and inconsistent customer feedback resolution. They connected their CRM with InMoment to create a single view of each customer. This let them track and s...olve issues faster across all restaurants. Response times improved by 96%. Franchisees and support teams worked better together. Service recovery efforts led to higher customer spending.

Automotive

CASE STUDY Large Fortune 500 auto manufacturer

InMoment helped a large Fortune 500 auto manufacturer improve customer experience and increase revenue. The company used InMoment to analyze service and sales survey data. They linked customer record...s using mobile numbers for over 95% accuracy. Perfect ServiceKPI scores led to a $30.1M revenue increase and a 97% boost in customer retention. Improved FRFT rates resulted in a $23.6M revenue increase.

Transportation/Trucking/Railroad

CASE STUDY Global rental car brand

InMoment used its advanced AI and NLP tools to help a global rental car brand find $34 million in potential revenue tied to pickup speed. The brand wanted to understand what drives customer satisfact...ion and the cost of poor experiences. InMoment analyzed surveys, social media, and competitor feedback to find that speed of service was the main issue. They used Reputation Management and Market Pulse studies to reveal hidden gaps and benchmark against competitors. The insights led to clear recommendations for improving customer experience and loyalty.

Restaurants

CASE STUDY Jack in the Box

Jack in the Box used InMoment's advanced AI and digital listening tools to improve customer experience across all channels. They wanted to gather feedback from in-store, website, and mobile app users... quickly and accurately. InMoment helped them automate feedback collection and spot trends for faster business decisions. The solution enabled instant omnichannel feedback and quick analysis across stores and regions. As a result, Jack in the Box saw a +1.8% systemwide sales growth.

Video

Your Experience Framework in 5 Simple Steps - InMoment

Video Thumbnail

Frequently Asked Questions(FAQ)

for InMoment

What is InMoment?

InMoment is a customer experience intelligence and management software specialized in experience intelligence (XI) that helps to drive positive results for the brand with customer feedback. It helps to establish thought leadership and enhance customer relationships.

InMoment XI Platform brings together intelligence from customers, employees, and the market to drive real, actionable, business value from the three clouds which are customer experience cloud, employee experience cloud, and market experience cloud. These deliver insights about business from the customer experience.

Some of the features of InMoment include multimedia feedback, survey experiences, integrations, dashboards and reporting, incorporating the voice of employees, and more.

(Inmoment acquires Wootric)

What is InMoment used for?

InMoment is a Customer Feedback Management Software mainly used by its customers to Improve Customer Satisfaction and Acquire Customers by Collecting Feedback, Engaging Conversational Surveys and Helpdesk Management .

What are the top features of InMoment?

Embedded survey forms, Dashboard and Personalization are some of the top features of InMoment.

Who uses InMoment?

InMoment is used by Computer Software, Information Technology And Services and Internet among other industries.

What are InMoment alternatives?

SmileBack, SurveyMethods, Medallia Agent Connect and Zenloop are popular alternatives for InMoment.

Where is InMoment located?

InMoment is headquartered at Salt Lake City, Utah, U.S.A. 10355 S. Jordan Gateway #600 South Jordan, Utah 84095.
lightning

Peers used InMoment for Collecting feedback and Engaging conversational surveys

InMoment Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
AI Powered

4.30/5

Read Reviews (15)
Analytics

4.74/5

Read Reviews (238)
Custom Reports

4.31/5

Read Reviews (297)
CAPABILITIES RATINGS AND REVIEWS
AI Powered

4.30/5

Read Reviews (15)
Analytics

4.74/5

Read Reviews (238)
Custom Reports

4.31/5

Read Reviews (297)

Software Failure Risk Guidance

?

for InMoment

Overall Risk Meter

Low Medium High

Top Failure Risks for InMoment

InMoment, Inc News

M&A

Ipsos strengthens its expertise in Germany with the acquisition of InMoment's Healthcare division

Ipsos has acquired InMoment's Healthcare division in Germany to enhance its expertise in the healthcare sector and expand its service offerings. This acquisition will strengthen Ipsos' presence in Germany and provide additional value to its clients in the pharmaceutical and MedTech industries.

M&A

Latham Watkins Advises Press Ganey Forsta in Acquisition of InMoment

Press Ganey Forsta has announced the acquisition of InMoment, a customer experience technology company known for its AI and natural language processing capabilities. This deal brings together two leaders in experience measurement and analytics, expanding their combined offerings in customer and employee experience solutions.

Awards

InMoment Named a Leader in the 2025 Gartner® Magic Quadrant for Voice of the Customer Platforms

InMoment has been recognized as a Leader in the 2025 Gartner Magic Quadrant for Voice of the Customer Platforms. This distinction highlights InMoments strength in customer experience management solutions and its impact on enterprise feedback and analytics.

Awards

InMoment Named to Constellation ShortList for Conversational Intelligence for Customer Service

InMoment has been named to the Constellation ShortList for Conversational Intelligence for Customer Service.

InMoment, Inc Profile

Company Name

InMoment, Inc

Company Website

//inmoment.com

Year Founded

2002

HQ Location

Salt Lake City, Utah, U.S.A. 10355 S. Jordan Gateway #600 South Jordan, Utah 84095

Employees

251-500

Social

Financials

PRIVATE