Juniper Networks + InMoment: Enhancing Digital Experience with 10x More Customer Feedback
Juniper Networks, a global leader in networking solutions, leveraged InMoment’s platform to streamline its digital feedback process, resulting in a tenfold increase in survey responses and significantly faster issue resolution. This strategic move allowed Juniper to gain deeper insights and enhance its customer experience across its digital channels.
Through partnership with InMoment, Juniper Networks was able to:
- Increase survey responses 10x
- Reduce survey length by 70% – from 45 to 13 questions
- Increase resolution of customer issues by 62%
- Introduce mobile-optimized surveys, boosting participation and accessibility
- Integrate keyword-based routing for immediate action on critical feedback
Challenge:
Juniper Networks needed to improve its digital feedback process to serve its 30,000 enterprise clients better, ensuring a seamless digital experience. The existing feedback system was lengthy, not mobile-friendly, and could not drill down into specific data points, making it challenging to gain actionable insights.
Solution:
Juniper Networks adopted InMoment’s platform, simplifying and enhancing its customer feedback surveys. The platform enabled Juniper to reduce the survey length by 70%, optimize the surveys for mobile use, and implement keyword-based routing to prioritize and address customer concerns quickly.
Impact:
The new system led to a tenfold increase in survey responses, providing richer data for analysis. Juniper Networks also achieved a 62% faster resolution time for flagged customer feedback, significantly improving customer satisfaction and strengthening its digital experience. Some other highlights Juniper Networks was able to achieve through partnership with InMoment:
- Centralized data governance for consistent feedback management.
- Improved customer satisfaction through proactive issue resolution.
- Enhanced customer feedback strategy with real-time text analytics and AI prompts.