- Houses all of our information in one convenient location that everyone at any time can access
- Praise and coach our employees on customer service
- Problem solve using the reporting tools such as add criterion to narrow down on specific points of interest. I love how detailed the reports can be, it really takes the guess work out of problem solving
- I wish we could edit some of the information on our end. Sometimes it takes a little while to get access issues resolved from the support team going back and forth in emails.
InMoment VOC is well suited for any hospitality-based company that is guest-centric. It's like receiving a report card every day with info about what we are doing well and where we need to improve. I like how we were able to customize so many things like how often our managers receive emails and how organized guest recovery is now.
I don't care for the reply templates. I don't like the idea of a guest feeling the reply is robotic in any way. Especially, if the guest reaches out more than once and the team uses the template provided in the system again. I think it takes away from the sincerity of the managers' response.
InMoment Scorecard Summary
Feature Scorecard Summary
InMoment Technical Details