Take out the guesswork for problem solving- use InMoment today!
Overall Satisfaction with InMoment Voice of the Customer
- 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.
- Our Guest Care dept. became more efficient and productive overnight when we adopted the InMoment systems. Too many hours of tedious work was being done internally to track and report trends. The guest was taken care of but the root of the problem was solved. InMoment provides us with the tools needed to do so which boosts sales.
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.