Contact center outsourcing company that delivers innovative, quality-driven, customer service solutions.
EMEA
Web-based online office suite containing word processing, spreadsheets, presentations, database, note-taking, and other applications.
IT company that provides software and cloud solutions for simulation, IoT, high performance computing, data analytics, and artificial intelligence.
Operationalize Direct and Indirect Customer Feedback
The InMoment and Quantum Metric solution combines online and offline data to provide immediate visibility into the drivers behind customer sentiment and critical moments in the customer journey.
InMoment brings a unique combination of data, technology, and strategic intelligence for experience improvement by aggregating all of your verbatim customer feedback—call center interactions, chatbot engagement, survey feedback, and text analytics— and measures sentiment, effort, emotion, and intent. Those learnings are then paired in Quantum Metric with digital Session Replay and root cause analysis to quantify the business impact.
Quantify Friction
Prioritize Feedback Based on Impact
Use your customer feedback and user session models to prioritize the issues that impact revenue, reputation, and your customers’ experiences. From any individual survey or microsurvey you can quantify the overall impact on conversion, numbers of users affected, and annual opportunity.
How do we do it? InMoment implements digital intercept for feedback & text analytics to understand customer sentiment and intent and Quantum Metric will then instantly run a look-alike model to understand the scope of any issue.
Capture 100% of user sessions, not just the activity of customers who leave feedback
Real-Time Action
Turn Customer Feedback into Actionable Insights
Gather well-timed feedback based on behavioral indicators. With real-time webhooks, you can trigger a survey when a customer shows high engagement or frustration at key points of the customer journey.
How do we do it? InMoment deploys contextual surveys working with Quantum Metric to monitor behavior and sentiment indicators in real-time.
Capture and analyze the voice of the customer—across web,social, mobile, contact center and more—all in real-time
Petplan Partners with InMoment
Petplan is the most comprehensive pet insurance in one simple plan.
“We are constantly working to improve our operations and service. The InMoment experience management technologies are helping us to pinpoint opportunities where we can react quickly to improve our performance to increase new customer acquisitions and maintain policy renewals.”
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Dräger is an international leader in the fields of medical and safety technology. Since 1889, Dräger products protect, support and save lives.
“We see a strengthened commitment from management and throughout regional Dräger business locations. With our new CX strategy developed jointly with InMoment, we have gained higher satisfaction rates for our customers and also our affected employees.”
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Fully Automated Customer Experience Solution Supporting the Transformation into a Customer-Centric Firm
The Versicherungskammer Bayern (VKB) is one of Germany’s ten largest direct insurers and the country’s largest public insurer. The VKB’s fundamental aim is that of a thoroughly customer-centric organisation. To stay out front as an industry pioneer, the VKB anchored raising customer satisfaction as one of the company’s primary objectives.
“The goal behind the transformation plans is to get more closely aligned with the customer and understand the entire customer journey from the customer’s perspective, feeling what they feel and thinking what they think. Only then are we able to implement the improvements necessary to better meet our customers’ requirements.” -Holger Dahl, Marketing Strategy Director, VKB
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TAP Portugal Partners with InMoment
TAP is Portugal’s leading airline. They have been crossing the skies since 1945 and currently carry millions of passengers to more than 90 destinations.
“The platform allows us to receive detailed, timely feedback analytics about each customer and flight. From these results we are perfectly able to go forward and develop customer experiences’ strategy.”
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Developing a Customer-Centric Organisation
DSV is one of the five largest transport and logistics companies in the world. Today, DSV has more than 300 push reports going out to their employees, sharing important insights in a continued effort to respond quickly and efficiently to their customers.
“We discovered that when the customers develop into ‘promoters’ we see a factor x2 on growth compared to the average customers. If we can increase our customer loyalty by just 10%, it will generate significant additional turnover.” -Anders Norman, Director of Customer Experience, DSV
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Creating a Concise Feedback System to Improve Global Customer Experience
The British Council, established in 1934 and incorporated by Royal Charter in 1940, is registered as a charity in England, Wales and Scotland. The British Council is the UK’s international organisation for cultural relations and educational opportunities.
“With the support of InMoment’s team and their platform, we were able to set up a comprehensive yet easy to use survey and reporting tool. In a matter of seconds, the tool derives the characteristics associated with customer satisfaction and product quality, enabling us to identify areas for organisational improvements and as a result CX improvements.” -Pete Hogg, Director Customer Management, The British Council