InMoment

MaritzCX is a great CFM/EFM/CX partner!

Comments: TELUS' overall experience with MaritzCX's offerings has been a success-to-date...we have been able to achieve best-in-class response rates (upwards to 45% for SMS), get better value for our money and centralize the majority of our trackers resulting in resource efficiencies. Their client success team has become an extension of our team and we wouldn't have it any other way - they take care of the hard stuff so we can focus on our customers.

Pros:

MaritzCX's all-in-one reporting platform - it is extremely easy to use and best of all, it is self-serve! Not only are you able to build customized reporting views in minutes, you can also layer on both Text and Sentiment Analytics to help guide your users and/or insights.

Cons:

There are a few reporting enhancements we are working with MaritzCX on that we would like to see added. More Response Rate reporting – particularly on multi-model studies. Also, the addition of Coaching notes/confirmation in record level views that would help further our reporting capabilities and user experience.

One of the best around and employees who care

Comments: There are amazin people that work at this company and I would argue that their CX knowledge is above market average. If you are looking for someone to help launch your Customer Experience program, I highly recommend working with InMoment and having CSM support hours.

Pros:

The tool is very user friendly and you can create a survey without any training. They also have a great knowledge base and their customer support & training team are amazing.

Cons:

The lack of innovation. Their core products are awesome and work flawlessly but what comes next?

Not worth the price

Comments: Difficult and slow to accomplish anything, lack of flexibility to make any changes in the email and the survey. Poorly designed surveys reported to have used up more than the contracted number of hours to deploy. I have not received 8h of management support services a month since I joined the company almost a year ago.

Pros:

Even though my last account representative was extremely nice, it is difficult and extremely slow to get anything done.

Cons:

How difficult and slow it was to accomplish anything.

Great for what it is.

Pros:

Really like the specific throttling and the UI of the survey, we don't bother our customers with the survey and when they are prompted, the survey is visually appealing.

Cons:

Nothing really, product is great and fits our needs.

WaterOne - Data Analyst review

Comments: Customer Support is outstanding. I do know the Customer Service managers really use the alerts to resolve issues with dissatisfied customers.

Pros:

Alerts for both managers and reps. Ease of adding/removing staff. The ability to automate a batch process our end to extract the data and have it smoothly FTP over to InMoment.

Cons:

Would be nice to be able to automate reports to be run on specific dates and emailed to the requestor.

In Moment- 3 yr customer

Pros:

I like getting recent feedback from the guests and being able to identify trends or confirm hunches around issues that could be affecting our service levels. I also like the instant notifications when guests leave feedback so we're able to acknowledge and address in real time. Lastly, I have a phenominal account rep (Karl T) and honestly, he has made a world of difference with my engagement with the platform.

Cons:

Cannot build my own reports without having to request it thru them. My account rep is highly responsive so I do get what I need, I would just like to be able to build my own. Also, lack of search feature makes it very cumbersome to find info on the Resolve dashboard and within reports that are displayed on the dashboard.

The most reliable customer survey and customer experience partner out there.

Pros:

- Intuitive dashboards.- Reliable platform system, nearly no glitches ever.- Consistent support from our account manager- Resourceful fielding team with quality feedback

Cons:

We still need to explore data integration with Sharepoint/Microsoft.

InMoment Experience

Comments: Fantastic and promising.

Pros:

Great staff and superb service from Christine's team. Always there to help and guide with the products offered. Very knowledgeable, courteous, and polite.

Cons:

Test analytics is a great product and I would suggest making it easier to understand at the dealerships' level.

Good place to start

Comments: InMoment, previously Wootric, was a good place to start our customer experience program. When we reached certain level of maturity, more advanced features were missing.

Pros:

The product was easy to use and the company offered good support in order to implement it across our different touchpoints.

Cons:

Although the core functionality was there, features on top of those core features is limited. Also, I believe there is a lack of flexibility and ease of integration to other tools.

Sending Data for Reporting

Pros:

I led the gathering and publishing data from my company to InMoment. They set up the necessary data structures and gave my company flexibility to slice and dice the data how we wanted to view the results.

Cons:

I have not seen the outcomes of the data yet. I am not sure if this is on InMoment or more on the internal team I have and am working with.

InMoment - over 8 years and going strong

Pros:

The mobile teams continual high level of engagement

Cons:

Current platform dashboard could use a few more filters to allow faster analysis- rather than run a report

Inmoment Review

Pros:

Getting feedback from multiple sources on one platform

Cons:

Dashboard has too much and sentiment is too complex to explain to owners

InMoment Feedback Collection

Comments: Love InMoment!

Pros:

InMoment allows us to collect valuable NPS feedback from our customers. We use this information to also identify potential attrition risk.

Cons:

No complaints on InMoment! Their team is always there to answer questions, the product is easy to use, and we wouldn't request any additional features at this time.

Good experience

Pros:

Easy to use. User friendly. Effective in our needs

Cons:

I don’t use this other than uploading a file and choosing fields so very little criticism

CHX Experience

Pros:

Team expertise and support is key in the success of the program

Cons:

Platform is not user friendly. Development of standard training for basic usage is recommended.

Good if it is all you have

Pros:

This is somewhat of a good backup if your main source is down. Although this would not be my first choice, I have used it for over two years and believe if they could update this would be a pretty good resource.

Cons:

There are way too many crashes. Updates are extremely slow and it is somewhat antiquated. Improvements are definitely needed. Does not integrate well with other products.

InMoment - Good Product, small enhancements possible

Comments: Overall this is a great program! I would recommend it to any provider/company that needs to track scoring on surveys! This is a great tool and easy to use for newbies needing to track, but trying to change results is a bit harder if needed.

Pros:

I love the simplicity of the software. Pulling a report of the surveys is very easy and pretty quick. I do like that it allows some customization to the reporting as well.

Cons:

I am a little disappointed in not being able to make amends/adjustments to the surveys without going through several doors first. Recently changing survey systems and scoring methods is causing a few problems with scores but to correct them even with customer supplied confirmation that their score was an error is a few hoops to jump through.

Thinking out side the box and give you more than just a survey

Comments: When use correctly I know what my client like and what they do not like.

Pros:

The system allow you to go through call your comments and figure out what is working for your company and what is hurting it. The antithetical part is fan tactic. The customer support is second to non.

Cons:

I cannot think of alot of cons with inmoment. They have live support 24 X 7. Some time the right hand does not know what the left had is doing but this seem to be getting better over the past year.

Rate Your service

Pros:

We have been implementing consumer surveys to better experiences at work. The software is simple, the metrics are constructive, and you’ll know exactly how these surveys relate. Great software for employee and customer management .

Cons:

I wish there was some way to change 9’s to 10’s or require a comment, and maybe there is, but I don’t love how surveys can have a number with no notes.

Needed a new survey tool for projects

Pros:

At my organization we needed a tool that allowed us to create multiple surveys with little to no limitations. The previous system we used had too many limitations thereby making it hard for some questions. Going to InMoment solved that issue.

Cons:

No complaints so far. Haven’t used it much but am pleased with its functionality.

Excellent to see the "guest view" of our operations.

Comments: Being up to date on guest relations in store.

Pros:

Gives real time concerns and areas to address in overall operations. Great way to keep in touch and improve on guest relatio ns.

Cons:

Honestly I do not have cons. This software puts all areas in a few different ways to accommodate to what works best for you. Exp. Charts, percentages, graphs.

InMoment Review

Pros:

Visually appealing and great range of options and filters.

Cons:

Learning curve may be steep for beginners

InMoment Review

Comments: InMoment is a great tool for capturing customer data and setting up different types of customers. Reporting inside moment is very hard to use, especially when setting up parameters and custom reports for different parts of your organization. InMoment does have excellent customer service and is quick to answer questions.