ROME (8 September 2015) — InMoment™, a cloud-based customer experience optimisation platform, today announced that the company’s award-winning, patent-pending Active Listening Suite™ is now available in 90 languages, empowering brands to engage with more customers more authentically, and obtain richer insights to steer their businesses. The announcement was made at the World Retail Congress in Rome, Italy.
The Active Listening Suite’s completely unique application of real-time text analytics allows brands to obtain information that is more actionable, and makes the feedback process an engaging, positive experience for customers. Multilingual Active Listening enhances InMoment’s Global Voice of Customer feedback solution, which includes a full range of multilingual invitation, collection, advanced analytics and reporting tools to help companies listen to, understand and share customer stories through whichever channels and languages are most relevant to their customers and employees. Key Active Listening features include:
- Strength Metre: Taps into the ease and familiarity of a strength meter to gently encourage customers to keep telling their stories.
- Follow Up: “It was great,” isn’t very helpful. Follow Up identifies comments low on insights, and then presents additional, relevant questions that ask customers to provide more detailed information—all in real-time, and in the customer’s native language.
- Drill Down: When customers mention a flagged word or topic such as a new product, or area of concern, Drill Down presents specific questions for deeper inquiry. Drill Down can trigger off of both structured data (scores) as well as unstructured text (comments) in all 90 languages.
The Active Listening Suite is another manifestation of InMoment’s global Customer Experience (CX) and Voice of Customer leadership. For more than 13 years, the company has worked with some of world’s most respected brands across a range of cultures, economic conditions and business environments, earning InMoment the ability to assist clients in navigating and harnessing the important nuances inherent in human communication and behaviours to drive business success.
“In a rush to improve customers’ experiences, many organisations send a barrage of long surveys focused primarily on what the company wants to know,” said InMoment CEO John Sperry. “Active Listening fosters a more human interaction, encouraging customers to share details about their experiences in their own words. As a result, companies receive richer insights, and customers have a more enjoyable experience. It is no longer necessary to sacrifice one for the other.”
InMoment first released the Active Listening Suite in early 2015. Brands utilising this innovative technology are seeing a healthy increase in the richness of customer comments. According to an April 29, 2015 Forrester report, titled Beyond Surveys: New Tools For More Effective CX Measurement: “InMoment’s Active Listening tool analyses comments as customers type them into online forms. The tool shows customers how insightful their comments are in real time and asks follow-up questions to get more details. Retailer Express uses Active Listening in surveys about its in-store experience. Since deploying it in October 2014, it has seen a 33 percent increase in survey volume and a 37 percent increase in comment length versus the same period the year before.”
In August 2015, Active Listening was named the winner of a People’s Choice Stevie® Award for Favorite New Products in the 13th Annual American Business Awards, and received the Silver Stevie® Award in the Best New Product or Service of the Year category in the 12th Annual International Business Awards.