Innovations in Customer Experience, right now: InMoment
Every business that interacts with customers at any level will be aware of the many advantages that technology has brought: immediate orders, right-now communications, instant payment, rapid logistics and real boons to operations like a digitally-connected supply chain.
Among those silver linings, there’s a cloud or two, and one of those down sides comes in the form of a very public broadcast system for disgruntled customers and partners: the internet.
But ideally, you’ll want things not to get to that stage, and technology can also be put in place to ensure that customers remain loyal, virtual brand ambassadors, at scale. Today, managing the customer experience from an initial show of interest through to sale & aftercare is a case of providing meticulous and individualized experiences – even though the numbers of customers “out there” in touch with your organization may be in the millions. Ensuring a virtual one-on-one relationship with every customer and prospect is the dream that’s only realized by either the huge corporations with deep pockets or the company small enough to literally bring the human touch to every interaction.
Now there’s a platform that you can deploy in your organization which can provide the type of customer experience management that only companies with huge, dedicated aftercare departments have been able to achieve; and what’s more, it’s available today for a significantly lower investment than you might expect. The InMoment offerings are the very latest in CX (customer experience) management. The solutions from the company ensure that every customer is placed at the center of everything you do, but without the overheads that would make such a customer-centric stance previously unthinkable.
The VoC (voice of the customer) capability from InMoment collates and gathers customer data, via voice comms, text chat, and even video, from both your customers and your staff (the latter’s role will become clear as we discover more).
From collection, the platform creates a granular, slice-and-dice analysis environment, where you can quickly draw out the critical elements of customer interactions, surfacing key insights from sentiments and trends that have been expertly discovered by the platform’s powerful algorithms.
Without having to send out more and longer surveys to your loyal customers, you will be able to make positive change for your customers on existing and new data as it flows into the company in real-time. By pulling out of existing and emerging feedback, your data will begin providing answers to questions you never thought to ask.
The Resolve tool can prioritize customer concern cases by age, internally-derived score and escalation status, so you can quickly close the loop on the most pressing cases, based on customer feedback. In an interconnected world where every individual is a powerful customer advocate, heading off issues at the pass is as important as ensuring a smooth customer journey: something that the InMoment solutions helps create.
Your organization can configure its own, bespoke dashboards as a place where the relevant information to your company is pulled together and displayed just the way you want. You’ll uncover trends, patterns, and abnormality spikes as they occur (for instance as a campaign launches, or an offer closes), and the Discover tool remains always-on, quickly notifying you of any issues as and when they happen, and before the matter can escalate dangerously.
You’ll be able to manage cases and create priorities, both in customers’ cases, but also using information and opinion captured from staff. Combining staff and customer data gives you the joined-up picture that’s pivotal in finding answers and unearthing the insights that will inmometake your customers’ experiences to the next level.
To discover the full raft of solutions and features available from InMoment, get in touch with a representative local to you today in APAC & Australasia for a demo. You owe it to yourself, your staff, but most of all, your customers.