New Relic helps engineers create better software by analyzing and optimizing a company’s entire software stack. New Relic’s product, data science, customer success, and user community teams use InMoment microsurveys to capture the voice of their users, improve retention, and create a better user experience throughout their platform.
Zoom is the global video conferencing company that powers remote work, education, and personal connection. Zoom captures customer feedback inside their product experience using NPS microsurveys. With InMoment’s native integration with Salesforce, customer sentiment is available to stakeholders in real-time. This enables Zoom to close the loop with customers, and strengthen relationships with enterprise accounts. Zoom easily segments customer feedback by business drivers in InMoment’s intuitive analytics platform, providing insight the team can act on to improve customer experience.
“Smartly segmented NPS data was a big win with InMoment. To have this customer data and feedback at the fingertips of every Salesforce user in our organization is HUGE!”
– Head of Customer Success, Zoom
Most of us no longer think twice about signing an agreement online. That’s thanks to DocuSign, where growth is driven by customers who share the easy, secure e-signature experience with colleagues and clients. The product team at DocuSign uses in-app NPS microsurvey feedback to continually optimize end user experience. This Net Promoter Score program, powered by InMoment, also identifies brand enthusiasts who are the engine of a robust customer advocacy program.
“Agility of implementation! Product teams love the ease and high level of security. It’s a no-brainer to course correct based on what they see.”
-Director of Customer Experience, DocuSign
For more than 35 years, U.S. Cellular has maintained the focus on serving markets that are not served by others. Across the map, leaders ensure their associates have the knowledge and training to provide consistency and informed decision making on behalf of consumers.
Prior to partnering with InMoment, Tiffany’s listening program relied on delivered scores and structured data. Though it collected valuable unstructured data, gaining actionable intelligence was a time consuming, manual process. With InMoment’s industry-leading data, technology, and strategic services, the brand was able to unlock their unstructured data and keep their 200-year-old promise of “above and beyond” service.
Juniper Networks knew that the digital channel plays a crucial role in practically every aspect of the customer journey. After partnering with InMoment, they were able to increase their brand impression online by enabling incredible experiences with every click.
As a B2B company, Thomson Reuter’s knew that delivering an outstanding customer experience starts with data. To enhance their services, they knew it was crucial to understand which aspects of their service delivery was working well, and which areas were a source of frustration. InMoment helped pull that insight and knowledge together.
With InMoment’s help, Discount Tire organized all of its customer data into one place, and organized dashboards for different parts of the service experience. They created a custom program that analyzes feedback from each customer touchpoint and processes it into a weekly store report for each of its 1,000+ stores throughout North America. That way, problems can be solved with each store’s manager having access to the customer feedback.
Dave & Buster’s mission is to be their Guest’s first choice for frequent fun through the best combination of the latest and greatest games, ultimate sports-viewing, extraordinary food and remarkable drinks.
“I think it’s fantastic to be able to take thousands of unstructured data and comment boxes that would take someone a long length of time to be able to read each one and have it in a daily summary at your fingertips type of approach…the benefits of the program really lie in the ability to obtain insight out of a massive amount of data.”
Element Fleet Management is a fleet management company, providing fleet services and solutions for cars, light-duty vehicles, trucks, and MHE equipment.
“…We’ve successfully decreased the amount of time it takes to resolve customer complaints. We’ve continued to improve our processes, and as a result, are winning a lot of new business in the marketplace. What we’re doing is being noticed by current and even potential customers. Word of mouth is spreading. We’ve got work to do but we’re getting things right.” -Mark Smith, Vice President CX Leader, Element Fleet Management
After previously utilizing antiquated approaches in customer and employee experience, The Melting Pot partnered with InMoment to meet its aspiration to be the most guest-centric company possible. The brand immediately collected an abundance of valuable feedback that enabled it to truly understand the state of its experience, then took action to improve operations across the company.
Text analytics revealed that Indiana Farmers Insurance customers (detractors) were leaving at twice the rate of both passive customers or promoters. The plan to move the detractors over to passives or promoters using InMoment’s case management solution helped it retain more guests (specifically detractors) and tied its NPS score to business metrics by taking its high 30-range score to a score in the 50s.
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