InMoment review

InMoment targets brands that want surveys, online reviews and conversation analytics in one platform. Its homepage lists feedback sources from CX, digital, customer service, marketing and social media to spend data, usage data, ratings and reviews, surveys, calls and chats. Product areas cover omnichannel surveys, conversations, ratings and reviews, and integrated CX, with CX-focused AI and natural language processing to present a view of the customer lifecycle. InMoment claims its AI-powered listening captures 2.4x more actionable feedback, that Smart Summaries reduce analysis time by 75%, and that AI responses close the loop 7x faster; treat these as vendor claims. It says more than 3,000 brands use it, and it publishes a Reputation Industry Benchmark Report on review and rating data. That review focus makes it a fit for restaurants, retail and other multi-location businesses. Pricing is quote-only, and InMoment does not publish plan tiers, so compare it with Medallia and Qualtrics through demos.

Who it is for

multi-location brands that need surveys, reviews and conversation analytics together

Price

See vendor pricing (USD check pending).

US price check pending. See the vendor pricing page.

Key features

• Omnichannel surveys, conversations, and ratings and reviews
• Feedback from calls, chats, social media, spend data and usage data
• Smart Summaries that InMoment says cut analysis time by 75%
• AI responses to close the loop with customers
• Reputation data and an industry benchmark report

Strengths and weaknesses

• Strength: Combines surveys with ratings and reviews and call and chat analytics
• Strength: InMoment says it is used by more than 3,000 brands
• Strength: Closed-loop AI responses that InMoment says close the loop 7x faster
• Weakness: No public pricing
• Weakness: Performance figures on the homepage are vendor claims
• Weakness: Sales-led setup with a demo request

Key facts

• Brands served: More than 3,000, per InMoment
• Channels: Surveys, calls, chats, reviews, social, spend and usage data
• AI feature: Smart Summaries
• Public price: No, quote only

Where it ranks

InMoment is No. 6 in our Best Customer Experience Management Software verdict.