Smart Customer Service »
Named “One to Watch” in CRM magazine’s Service Awards issue earlier this year, InMoment has made a number of key moves recently. The company, formerly known as Mindshare Technologies, acquired customer experience platform provider Empathica in 2013, and has since rebranded as InMoment. With roots in the Voice of the Customer technology and a newfound focus on holistic customer experience, InMoment now aims to deliver technology “optimized for contact centers,” but able to “move beyond them,” says Ray Wang, founder and principal analyst at Constellation Research. InMoment’s recent updates to its Customer Experience Hub speak to the company’s commitment to expanding the reach of its solutions both geographically and functionally.
Thanks to the introduction of global text analytics capabilities, the Customer Experience Hub now supports over 90 languages. All of InMoment’s multilingual feedback and reporting features have been extended to provide functionality across all of the languages, and now give end users—such as contact centers—scalable, real-time insight and analytics on customer feedback in different geographic regions. “Solutions for multiple languages are a must for companies with a global presence,” John Sperry, CEO of InMoment, says.
One customer company is already reaping the rewards of a VoC solution that operates on a broader geographic scale. “Foot Locker Europe serves customers across 17 countries and four different banners, including Foot Locker, Kids Foot Locker, Runners Point and Sidestep,” said Thomas Schmidl, director of operations at Foot Locker, in a statement. “Being able to listen to each customer in her or his own language is absolutely critical to understanding how they truly feel about their experiences with our brand and our services. Scores vary greatly between cultures. If we depend solely on numbers to understand our customers, we make poor decisions, and miss huge opportunities.”.