Supercharge your VoC program with Quantum Metric and InMoment.

Operationalize Direct and Indirect Customer Feedback

InMoment captures and analyzes the voice of customer feedback—across web, social, mobile, and contact centers—in real-time. Quantum Metric captures 100% of user sessions, not just the activity of customers who leave feedback. Together, InMoment aggregates all of your verbatim customer feedback—call center interactions, chatbot engagement, survey feedback, and text analytics—and measures sentiment, effort, emotion, and intent. Those learnings are then paired in Quantum Metric with digital Session Replay and root cause analysis to quantify the business impact.

Using Quantum Metric & InMoment

QUANTIFY FRICTION

Use customer feedback to prioritize the issues that impact revenue, reputation, and customer experience. From any individual survey, quantify the overall impact on conversion, number of users affected, and annual opportunity.

• InMoment: Digital intercept for customer feedback & text analytics to understand customer sentiment and intent
• Quantum Metric: Instantly run a look-alike model to understand the scope of any issue

ACTIVATE IN REAL-TIME

Gather well-timed feedback based on Quantum Metric’s behavioral indicators. With real-time webhooks, trigger an InMoment survey when a customer shows high engagement or frustration at key points of the customer journey.

• InMoment: Deploy contextual surveys
• Quantum Metric: Monitor behavior and sentiment in real-time and activate InMoment