Acquisition Builds InMoment’s Ability to Offer an Unrivaled, Transparent Platform for Solicited and Unsolicited Feedback to Deliver More In-Depth Customer Insights, Analysis and Action
Customers will now have the ability to leverage direct surveys, digital feedback, online ratings and reviews, and social data all natively on one platform and find a clear understanding of analytics. advanced structured and unstructured to improve decision-making and find a stronger competitive advantage.
InMoment®, the leading provider of Experience Improvement (XI)™ solutions, today announced that it has completed the acquisition of ReviewTrackers, an award-winning customer review management software company. ReviewTrackers empowers over 175,000 business sites to better understand and manage their customer reviews across 100+ sites with their review management technology. Companies will join forces to accelerate delivery of an integrated solution focused on analyzing, amplifying and maximizing customer feedback insights and actions to accelerate acquisition and improve customer retention while creating more authentic connections with customers.
As businesses compete for new customers, strive to retain and grow relationships with existing customers, and differentiate themselves from the competition, the ability to manage and improve the customer relationship early on is more important than ever. . Customer expectations are often established through research conducted online. Online reviews and listings are a key component used by consumers across all industries. Customer experience best practices include monitoring, managing, and responding to online customer reviews.
“The acquisition of ReviewTrackers makes InMoment the first experience company to extend customer insights, analytics and action across the customer lifecycle, recognizing that customer reviews often lead the way in customer experience. customer. Combining ReviewTrackers award-winning customer review management with our award-winning XI platform will give businesses the unique ability to go beyond surveys to include ratings and social reviews, accessing a greater share of voice customers, manage online reputation and improve experiences to an unparalleled level. ladder. We are thrilled to have Chris Campbell and the ReviewTrackers team join InMoment,” said Andrew Joiner, CEO of InMoment.
“Review and reputation management are central components of a larger customer experience ecosystem. At ReviewTrackers, we fundamentally believe that the success of your brand depends on the voice of your customer,” said Chris Campbell, ReviewTrackers CEO “By joining InMoment, we have a remarkable opportunity to expand the scope of our individual solutions and strengths to provide an integrated system that will help our clients better acquire and retain customers.”
Online reviews are a great source of unsolicited customer feedback and often provide perspective from a different customer segment than surveys or other feedback channels. Combining different sources for the voice of the customer provides a more holistic and integrated view of the customer experience, and therefore a more accurate representation of the broader customer experience. By leveraging InMoment AI, an intelligence layer of the XI platform that uses natural language processing (NLP), natural language understanding (NLU), and machine learning (ML) to facilitate and automate action , this unstructured data comes to life.
ReviewTrackers employees, including its founder and CEO Chris Campbell, will continue to play their part and play a key role in accelerating InMoment’s continued improvement of the experience.