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John Sperry

InMoment puts a face to customer feedback

25th February 2016 • News

InMoment, a customer experience (CX) optimisation platform, has announced fully integrated video Voice of Customer (VoC) capabilities.

“Video is the most personal communication medium available, and customers of all ages and backgrounds are embracing it as a way to share their experiences,” explained InMoment Founder and CEO John Sperry (pictured).

“For years, we’ve seen the undeniable impact customers’ words and voices can have on engaging stakeholders in customer experience initiatives and driving change across organisations. Video feedback reveals yet another layer of emotion and meaning, and has the ability to affect even wider and deeper changes both inside and outside organisations.”

Available in 19 languages, video feedback can be utilised in a variety of scenarios, including:

Customer experience engagement and change

► Share with board and executives to illustrate specific customer pain points and business opportunities

► Inspire managers and front-line workers with clips of delighted customers recounting the impact staff had in creating memorable experiences

► Capture and share feedback from employees about their own and customers’ experiences

Building advocacy

► Generate authentic content for corporate websites and social channels

Answers on-demand

► Send targeted questions to consumer panels, loyalty members and specific customer segments (product advisory boards, etc.)

► Get quick answers to questions on any topic, including: new products and campaigns, brand perception, competitor information

An exclusive integration partnership with video feedback innovator Voxpopme combines its video capture, transcription and compilation expertise with InMoment’s advanced analytics and reporting technologies in a seamless experience for InMoment clients, including:

► Full integration with web feedback, allowing customers to leave a video message about their experience via their mobile devices, tablets and desktop/laptops.

► Fast, accurate transcription of videos, coupled with InMoment’s advanced analytics will power real-time alerting, case and incident management, and reports that are auto-routed to the right people across the organisation.

► Automated generation and distribution of show reels via InMoment’s text analytics. Users can also manually search, clip and display segments by topic and demographic.

“When customers share feedback through video they naturally move into storytelling mode, complete with facial expressions, emotional cues, body language and more detail,” said Dave Carruthers, CEO of Voxpopme. “Over the three years and more than 500,000 customer stories we’ve captured, we’ve seen time and time again the massive impact video has in getting brands closer to their customers and driving positive change across their businesses.”

Video joins a variety of other feedback channels and tools InMoment offers, including voice, text, and Active Listening, a patent-pending feature that enriches customer comments with more insights. This strategy is designed to help InMoment clients achieve the best possible financial outcomes through stronger relationships with clients, and more strategic business decisions.

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