TMCnet News
InMoment: "Voice" a Critical Component in Voice of the CustomerSALT LAKE CITY --(Business Wire)-- "As digital communication continues to become more prevalent in both personal and professional settings, the role of the human voice plays an evolving, and still critical role in listening, understanding and sharing information," according to John Sperry, CEO of InMoment. "Brands must do whatever it takes to listen to customers however they choose to provide feedback. In addition to online, mobile, and social channels, best-in-class customer experience (CX) programs will embrace the full complement of speech analysis and other voice capabilities. Anything short of that is incomplete." Since its founding more than a decade ago, InMoment, a cloud-based customer experience optimization platform, has offered a strong Voice solution, helping some of the world's largest and most successful brands infuse business-critical decisions with insights gleaned from the literal voices of millions of their customers. A recent report issued by CCIQ Magazine showed that 74 percent of businesses use live agents as a primary service channel. The study also revealed that 61 percent of customers still reference the telephone as their preferred method of contact. Corporate customers and even the younger millennial demographic prefer to speak to a human being. And because customers have so many other ways to interact with brands today, by the time they seek human interaction, the stakes are higher tha ever. InMoment's comprehensive Voice solution includes:
"It has become common for vendors to recommend limited solutions to clients because their own technology does not support the full range of listening options," continued John Sperry. "And while digital communication is vitally important, the personal connection found only in the human voice will always be central to the customer experience." For more information on InMoment Voice solutions, visit www.inmoment.com/products/platform, or call 1-800-530-4251. About InMoment InMoment™ is a cloud-based customer experience (CX) optimization platform that gives companies the ability to listen to and engage with their customers to improve business results through better experiences. Through its Experience Hub™, InMoment provides Voice of Customer (VoC), Social Reviews & Advocacy, and Employee Engagement technology, as well as strategic guidance and tactical instruction, support, and services, to 350 brands across 25 industries in 128 countries. The company is the leading VoC vendor for the food services, retail, and contact center industries, with deep domain expertise in B2B, healthcare, hospitality, and numerous others.
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