Q2 Product Feature Highlights
InMoment’s Q2 product release highlights the latest features designed for an integrated CX approach–combining the strongest signals, richest insights, and smartest actions. This proven approach blends AI-infused technology and expert services to collect and connect customer data from everywhere, make sense of 100% of the data, and drive coordinated actions and decision-making for regional and global businesses.
These new features capitalize on the company’s text analytics and mining expertise, recently highlighted in The Forrester Wave: Text Mining and Analytics Platform report. Additional new brand and reputation management software capabilities are also showcased.
A Word from Leadership:
“Our Q2 product release underscores our commitment to an integrated approach to customer experience by harnessing the strongest signals, richest insights, and smartest actions from data throughout the customer lifecycle. Our AI-infused technology, including AI (genAI), NLP, and LLM, alongside our expert services ensure that 100% of customer data is collected, analyzed, and utilized for informed decision-making on a global scale. We look forward to a continued innovation roadmap that sets new standards for the industry.”
Sandeep Garg, Chief Technology and Product Officer, InMoment
To dive deeper into these advancements, speak with an expert or contact a dedicated account manager.
STRONGEST SIGNALS
Customize Triggers and Prompts for Active Listening
Customize questions and responses when specified words/phrases are used
Define trigger words/phrases for Active Listening and their associated prompts. Add triggers for specific product names, touchpoints, or anything else that may be needed for the industry or business. This allows companies to maintain brand voice, learn more about topics of interest, and foster customer trust by responding appropriately to sensitive issues.
Use Case: “As a CX administrator setting up Basic Active Listening for an account, I need to be able to customize prompts based on select topics for each agent so that I can match them to my brand voice and prevent repetitive prompting.”
Triggers and Prompts:Customize questions and responses to meet the needs of the business and industry
Break the Language Barrier and Attract More Customers Across the Globe
Connect with your global customers by asking for and showcasing reviews in non-English languages
Organizations of all sizes often cater to diverse customers who don’t always speak English. By asking for reviews and feedback in the customers’ preferred language, brands can connect with their global customers and increase their reputation worldwide. Additionally, they can amplify reviews written in their original language to increase social proof and build trust in non-English speaking markets—leading to increased customer acquisition and new organic revenue streams.
Use Case: “As a marketing manager, I need to be able to ask for and showcase reviews and feedback using my customer’s preferred language to increase our reputation management globally and build trust in non-English speaking markets.”
Localized Reviews: Prompt customers for feedback in non-English languages to connect with global customers
RICHEST INSIGHTS
Individual Call Speakers Conversational Insights
Segment the conversation by agent and caller to allow a more granular analysis of call themes
Separating conversational insights specific to a single speaker, such as the caller or agent, is essential to identifying key learnings faster. Segments may represent separate speakers, such as a call center agent and customer, or significant portions of a document. Visualizations filtered to specific segments provide insights into the concerns of a single speaker or area for efficiently analyzing speaker data for insights, improving products and processes, and effective agent feedback and coaching.
Use Case: “As a CX manager, I want to focus on the insights from an individual speaker so I can identify pain points, optimize agent performance, understand the overall conversation, and create a plan to address needed areas of improvement.”
Conversational Insights on Individual Call Speakers: Filtered speaker insights allow looking at different parts of the conversation
Understand Top Influencers of Key Metrics by Identifying the Highest-Impact Opportunities
Know where to focus to improve key metrics
Explore the impact of analytic items, such as topics on available rating metrics, without needing a Key Driver Analysis. Add an Impact Widget anywhere on a dashboard to identify topics and themes requiring the most attention, highlight areas where resources should be strategically deployed to maximize high-potential opportunities, and compare impact variations and consistencies between customer segments and date ranges.
Use Case: “As a CX manager, I need to understand the themes and topics with the greatest impact on my rating metrics to determine appropriate focus areas for action.”
Top Influencer Key Metrics: Understand the rating metrics for topics and themes that need the most attention
SMARTEST ACTIONS
Leverage Location Information Widgets to Optimize the Search Performance of Your Local Pages
Create and manage widgets that allow you to easily display essential listings information on location-specific pages
Centralize business listings management to streamline updates across location-specific pages. Automatically sync key listings information, eliminating manual errors and ensuring accuracy for visitors and search engines. Boost search rankings and local SEO performance by aligning local page content with directory listings.
Use Case: “As a marketing manager, I need to be able to display the most recent and accurate listing information on our location-specific pages, so that we follow best local SEO practices to increase our SEO rankings.”
Optimize local SEO Strategy: Centralize and streamline updates across location-specific pages and business listings
Discover These and Other Innovative Product Features
The features unveiled today offer a glimpse into the innovative products and features currently available, as well as those on InMoment’s extensive innovation roadmap. Contact an expert or a dedicated account manager if you’re interested in learning more. InMoment has shared its press and release notes, highlighting its technological advancements and industry leadership.
2024
Q2 product feature release notes here. Q1 product feature release notes here, Q1 Press announcement here, InMoment Unveils Product Advancements to Improve Contact Center Experiences and Online Reputation Management.
Each product feature supports an integrated CX approach, empowering businesses to collect customer data across the entire customer journey. Our proprietary AI-based technology automates and analyzes data from every channel, revealing key areas for business growth, enhancing efficiency, and providing deeper insights into feedback, sentiment, buyer behavior, and market dynamics.
About InMoment:
InMoment is the leader in improving experiences and is the highest recommended CX platform and services company in the world. It is renowned for helping clients collect and connect customer experience data from everywhere—from surveys and social reviews, to conversational chat logs and transcripts. As the pace setters in AI and text analytics, its over 3,000 clients activate and understand every byte of structured and unstructured data, breaking down data and team silos to take the smartest actions. This award-winning technology combined with in-house industry experts empower brands to gain ROI from their CX programs in half the time as its competitors. Unlock the true potential of every piece of customer data with InMoment. To learn more, visit inmoment.com.
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CONTACT: Cori Lindsey, InMoment, cori.lindsey@inmoment.com