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InMoment Logo

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Customer and employee experience management software

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InMoment Features

Features Summary

Functionality

4.0

/5

22

Total features

91

11 categories

InMoment features

AI/Machine Learning
Activity Dashboard
Ad hoc Reporting
Alerts/Notifications
Benchmarking
Brand Tracking
Campaign Analytics
Communication Management

Common features of Customer Experience software

API
Access Controls/Permissions
Alerts/Notifications
CRM
Collaboration Tools
Customer Journey Mapping
Customer Segmentation
Customizable Branding

Price starts from

ic-pricetag

No pricing info

Pricing options
Free plan
Subscription
Free trial

Screenshots

Contenders comparison

Functionality

4.0

/5

22

Price starts from

ic-pricetag

No pricing info

Total Features

91

Unique features

  • Email Management

  • Response Management

  • Feedback Management

  • Review Notification

Functionality

4.5

/5

2.2K

Price starts from

75

/user

Per month

Total Features

135

Features in Common

37

Unique features

  • Radial Mapping

  • User Management

  • Sales Reports

  • Survival Analysis

Functionality

4.5

/5

1.6K

Price starts from

10

/user

Per month

Total Features

36

Features in Common

16

Unique features

  • Data Management

  • High Volume Processing

  • Ad hoc Analysis

  • Integration into Third Party Applications

Common InMoment comparisons

InMoment logo
XM for Customer Experience logo
InMomentvsXM for Customer Experience

Reviewers who mentioned features said:

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Stavros D.

Telecommunications, 10,001+ employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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MaritzCX is a great CFM/EFM/CX partner!

Reviewed 6 years ago

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.

AW
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Ashley W.

Restaurants, 11-50 employees

Used weekly for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend3/10

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Inmoment Review

Reviewed a year ago
Pros

Getting feedback from multiple sources on one platform

Cons

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

Vendor response

Hello Ashley, Thank you for taking the time to leave us a review on Capterra! Thank you for leaving us feedback and we will pass along to our team.

DB
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Dallen B.

Financial Services, 501-1,000 employees

Used weekly for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Sending Data for Reporting

Reviewed 3 months ago
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.

SN
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Sherri N.

Gambling & Casinos, 1,001-5,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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In Moment- 3 yr customer

Reviewed a year ago
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.

Vendor response

Hi Sherri! Thank you so much for taking the time to leave us a review! We appreciate your feedback and will pass along to the team.

JS
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Jay S.

Utilities, 201-500 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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WaterOne - Data Analyst review

Reviewed a year ago

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.

Vendor response

Hi Jay! Thank you for taking the time to leave us a review on Capterra. We are thrilled you enjoy our platform. Customer satisfaction is our number one priority! Thank you for leaving us feedback, we will pass along to our team.

LR
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Logee R.

Consumer Goods, 201-500 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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InMoment Experience

Reviewed a year ago

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.

Vendor response

Hi Logee! Thank you for taking the time to leave us a review. Customer satisfaction is our number one priority. Thanks again!

CC
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Chuck C.

Wholesale, 201-500 employees

Used weekly for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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InMoment - over 8 years and going strong

Reviewed 10 months ago
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

Vendor response

Hey Chuck! First and foremost, thank you for being a long time customer. We appreciate your business. Thank you for taking the time to leave us a review! We will pass your feedback along to the team!

IL
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Ilham L.

Nonprofit Organization Management, 51-200 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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

Reviewed a year ago
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.

Vendor response

Hi Ilham! Thank you so much for taking the time to leave us a review on Capterra! We appreciate your feedback and will pass along to the team.

KC
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Katie C.

Insurance, 1,001-5,000 employees

Used weekly for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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InMoment Feedback Collection

Reviewed a year ago

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.

Vendor response

Hi Katie! Thank you so much for taking the time to leave us a review on Capterra! We are glad you are enjoying our platform. Again, thank you for being a loyal InMoment customer.

KB
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Kristin B.

Insurance, 10,001+ employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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InMoment - Good Product, small enhancements possible

Reviewed 3 years ago

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.

DS
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Dale S.

Computer & Network Security, self-employed

Used other for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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

Reviewed 6 years ago

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.

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Jacob S.

Events Services, 1-10 employees

Used weekly for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Rate Your service

Reviewed 5 years ago
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.

AO
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Alison O.

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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InMoment Review

Reviewed 8 years ago

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.

Pros

No pros were added to this review

Cons

No cons were added to this review

TD
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Taylor D.

Accounting, 10,001+ employees

Used other for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Needed a new survey tool for projects

Reviewed 3 years ago
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.

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Verified reviewer

Restaurants, 1,001-5,000 employees

Used monthly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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

Reviewed 6 years ago

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.