InMoment Overview

InMoment's integrated CX solution leverages award-winning AI to transform customer feedback into actionable insights, driving impactful ROI. By capturing and connecting diverse customer experience signals, businesses can identify the richest insights and unlock the smartest actions. This approach not only enhances understanding of customer needs but also accelerates ROI, reportedly achieving results in half the time compared to traditional methods. As a leader in the Gartner Magic Quadrant, InMoment empowers organizations to refine their customer experience strategies, ensuring they remain competitive in a rapidly evolving market.

Use Cases

Customers recommend Collecting Feedback, Engaging Conversational Surveys, Helpdesk Management, as the business use cases that they have been most satisfied with while using InMoment.

Other use cases:

  • Social Media Management
  • Contact List Management
  • Competitive Intelligence
  • Customer Experience Management
  • Loyalty Management
  • Lifetime Value Management
  • Training & Onboarding
See all use cases See less use cases

Business Priorities

Improve Customer Satisfaction and Acquire Customers are the most popular business priorities that customers and associates have achieved using InMoment.

Other priorities:

  • Scale Best Practices
  • Improve Brand Engagement
  • Establish Thought Leadership
  • Enter New Markets Internationally Or Locally
  • Increase Sales & Revenue
  • Increase Customer Life Time Value
  • Improve Product Experience
  • Improve Efficiency
  • Improve Employee Experience
  • Improve Stakeholder Relations
  • Improve Consistency
  • Improve Digital And Social Presence
  • Improve ROI
See all business priorities See less business priorities

InMoment Use-Cases and Business Priorities: Customer Satisfaction Data

InMoment works with different mediums / channels such as Phone Calls. and Social Media.

InMoment's features include Embedded Survey Forms, Dashboard, Personalization, etc. and InMoment support capabilities include Email Support, 24/7 Support, Phone Support, etc. also InMoment analytics capabilities include Analytics, and Custom Reports.

Reviews

"nib New Zealand recognises that its CX program is constantly changing and evolving, but the program has already had significant impact. Over the last four years, the business has seen a strong increase in NPS as well as a 6% churn reduction." - Roe Baluyut

InMoment, SmileBack, SurveyMethods, Medallia Agent Connect, Zenloop, etc., all belong to a category of solutions that help Customer Feedback Management. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

InMoment offers integrated CX solutions using award-winning AI. Impactful ROI is achieved beyond traditional CX management.

Popular Business Setting

for InMoment

Top Industries

  • Computer Software
  • Information Technology and Services
  • Internet

Popular in

  • Small Business
  • Mid Market
  • Enterprise

InMoment is popular in Computer Software, Information Technology And Services, and Internet and is widely used by Small Business, Mid Market, and Enterprise.

Comprehensive Insights on InMoment Use Cases

What solutions does InMoment provide for Collecting Feedback?

What Are the key features of InMoment for Engaging Conversational Surveys?

What Are the key features of InMoment for Helpdesk Management?

How does InMoment address your Social Media Management Challenges?

How does InMoment facilitate Contact List Management?

42+ more Business Use Cases

58 buyers and buying teams have used Cuspera to assess how well InMoment solved their Customer Feedback Management needs. Cuspera uses 2755 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Customer Feedback Management needs.

Customer Testimonials

CUSTOMERS TESTIMONIALS
InMoment testimonial

Roe Baluyut

Manager of Customer Experience

nib New Zealand

nib New Zealand recognises that its CX program is constantly changing and evolving, but the program has already had significant impact. Over the last four years, the business has seen a strong increase in NPS as well as a 6% churn reduction. Testimonial By Roe Baluyut
InMoment testimonial

Michelle Cullinan

Digital Marketing Strategist

Juniper Networks

Before [InMoment], we were often overloaded with survey data that ultimately told us little about what our customers were experiencing on our website. Today, we're armed with insightful, qualitative data backed by meaningful performance metrics to help us prioritize maintenance and improvements. Testimonial By Michelle Cullinan
InMoment testimonial

Holger Dahl

Marketing Strategy Director

Versicherungskammer Bayern

The goal behind the transformation plans is to get more closely aligned with the customer and understand the entire customer journey from the customer's perspective, feeling what they feel and thinking what they think. Only then are we able to implement the improvements necessary to better meet our... customers' requirements.

Testimonial By Holger Dahl
CUSTOMERS TESTIMONIALS
InMoment testimonial

Roe Baluyut

Manager of Customer Experience

nib New Zealand

nib New Zealand recognises that its CX program is constantly changing and evolving, but the program has already had significant impact. Over the last four years, the business has seen a strong increase in NPS as well as a 6% churn reduction. Testimonial By Roe Baluyut
InMoment testimonial

Michelle Cullinan

Digital Marketing Strategist

Juniper Networks

Before [InMoment], we were often overloaded with survey data that ultimately told us little about what our customers were experiencing on our website. Today, we're armed with insightful, qualitative data backed by meaningful performance metrics to help us prioritize maintenance and improvements. Testimonial By Michelle Cullinan
InMoment testimonial

Holger Dahl

Marketing Strategy Director

Versicherungskammer Bayern

The goal behind the transformation plans is to get more closely aligned with the customer and understand the entire customer journey from the customer's perspective, feeling what they feel and thinking what they think. Only then are we able to implement the improvements necessary to better meet our... customers' requirements.

Testimonial By Holger Dahl

Case Studies

Retail

CASE STUDY Discount Tire

InMoment helped Discount Tire bring all customer data into one place. They set up dashboards for each part of the service experience. Discount Tire built a custom program to analyze feedback from eve...ry customer touchpoint. Each of their 1,000+ stores in North America gets a weekly report. Store managers use this feedback to fix problems fast. This makes customer experience better at every store.

Telecommunications

CASE STUDY U.S. Cellular

InMoment helped U.S. Cellular improve its customer feedback program. U.S. Cellular increased the number of customers providing feedback by 400%. The company cut the cost of its call center program by... 50%. Utilization of program technology and capabilities went up by 30%. U.S. Cellular focused on serving underserved markets and empowering associates with knowledge and training.

Restaurants

CASE STUDY McDonald’s Australia

InMoment helped McDonald’s Australia fix slow and inconsistent customer feedback resolution. They connected their CRM with InMoment to create a single view of each customer. This let them track and s...olve issues faster across all restaurants. Response times improved by 96%. Franchisees and support teams worked better together. Service recovery efforts led to higher customer spending.

Restaurants

CASE STUDY Jack in the Box

Jack in the Box used InMoment's advanced AI and digital listening tools to improve customer experience across all channels. They wanted to gather feedback from in-store, website, and mobile app users... quickly and accurately. InMoment helped them automate feedback collection and spot trends for faster business decisions. The solution enabled instant omnichannel feedback and quick analysis across stores and regions. As a result, Jack in the Box saw a +1.8% systemwide sales growth.

Transportation/Trucking/Railroad

CASE STUDY Global rental car brand

InMoment used its advanced AI and NLP tools to help a global rental car brand find $34 million in potential revenue tied to pickup speed. The brand wanted to understand what drives customer satisfact...ion and the cost of poor experiences. InMoment analyzed surveys, social media, and competitor feedback to find that speed of service was the main issue. They used Reputation Management and Market Pulse studies to reveal hidden gaps and benchmark against competitors. The insights led to clear recommendations for improving customer experience and loyalty.

Information Services

CASE STUDY Thomson Reuters

InMoment helped Thomson Reuters use data to improve customer experience. The company wanted to know what worked well and what caused frustration. InMoment brought together insights from customer feed...back. Thomson Reuters saw a 300 percent boost in response rates over 9 months. Participation increased 3 times. The company found hidden trends and took targeted action.

Video

Your Experience Framework in 5 Simple Steps - InMoment

Video Thumbnail

Frequently Asked Questions(FAQ)

for InMoment

What is InMoment?

InMoment is a customer experience intelligence and management software specialized in experience intelligence (XI) that helps to drive positive results for the brand with customer feedback. It helps to establish thought leadership and enhance customer relationships.

InMoment XI Platform brings together intelligence from customers, employees, and the market to drive real, actionable, business value from the three clouds which are customer experience cloud, employee experience cloud, and market experience cloud. These deliver insights about business from the customer experience.

Some of the features of InMoment include multimedia feedback, survey experiences, integrations, dashboards and reporting, incorporating the voice of employees, and more.

(Inmoment acquires Wootric)

What is InMoment used for?

InMoment is a Customer Feedback Management Software mainly used by its customers to Improve Customer Satisfaction and Acquire Customers by Collecting Feedback, Engaging Conversational Surveys and Helpdesk Management .

What are the top features of InMoment?

Embedded survey forms, Dashboard and Personalization are some of the top features of InMoment.

Who uses InMoment?

InMoment is used by Computer Software, Information Technology And Services and Internet among other industries.

What are InMoment alternatives?

SmileBack, SurveyMethods, Medallia Agent Connect and Zenloop are popular alternatives for InMoment.

Where is InMoment located?

InMoment is headquartered at Salt Lake City, Utah, U.S.A. 10355 S. Jordan Gateway #600 South Jordan, Utah 84095.
lightning

Peers used InMoment for Collecting feedback and Engaging conversational surveys

InMoment Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
AI Powered

4.30/5 ★

Read Reviews (15)
Analytics

4.74/5 ★

Read Reviews (238)
Custom Reports

4.31/5 ★

Read Reviews (297)
CAPABILITIES RATINGS AND REVIEWS
AI Powered

4.30/5 ★

Read Reviews (15)
Analytics

4.74/5 ★

Read Reviews (238)
Custom Reports

4.31/5 ★

Read Reviews (297)

Software Failure Risk Guidance

?

for InMoment

Overall Risk Meter

Low Medium High

Top Failure Risks for InMoment

InMoment, Inc News

Product

InMoment Releases 2025 Reputation Industry Benchmark Report: Automotive Leads, Hospitality Struggles, and Visual Content Emerges as Key Growth Driver InMoment

InMoment released its 2025 Reputation Industry Benchmark Report, analyzing 31 million reviews across 226,500+ locations. The report highlights the importance of managing online reputation, with top brands maintaining high ratings and leveraging visual content for visibility. InMoment's reputation management clients see significant improvements in online visibility and customer engagement, demonstrating the ROI of proactive reputation strategies.

Product

Call Center Coaching: Empowering Agents with Data and Feedback

InMoment's AI-powered conversational intelligence tool enhances call center coaching by analyzing 100% of customer interactions. This data-driven approach helps identify coaching opportunities, improve agent performance, and boost customer satisfaction. The tool supports personalized feedback, tracks performance trends, and aligns agent development with customer needs, aiming for higher CSAT and better FCR.

M&A

Ipsos strengthens its expertise in Germany with the acquisition of InMoment's Healthcare division

Ipsos has acquired InMoment's Healthcare division in Germany to enhance its expertise in the healthcare sector and expand its service offerings. This acquisition will strengthen Ipsos' presence in Germany and provide additional value to its clients in the pharmaceutical and MedTech industries.

M&A

Latham Watkins Advises Press Ganey Forsta in Acquisition of InMoment

Press Ganey Forsta has announced the acquisition of InMoment, a customer experience technology company known for its AI and natural language processing capabilities. This deal brings together two leaders in experience measurement and analytics, expanding their combined offerings in customer and employee experience solutions.

InMoment, Inc Profile

Company Name

InMoment, Inc

Company Website

//inmoment.com

Year Founded

2002

HQ Location

Salt Lake City, Utah, U.S.A. 10355 S. Jordan Gateway #600 South Jordan, Utah 84095

Employees

251-500

Social

Financials

PRIVATE