InMoment

MaritzCX is a great CFM/EFM/CX partner!

Commentaires : TELUS' overall experience with MaritzCX's offerings has been a success-to-date...we have been able to achieve best-in-class response rates (upwards to 45% for SMS), get better value for our money and centralize the majority of our trackers resulting in resource efficiencies. Their client success team has become an extension of our team and we wouldn't have it any other way - they take care of the hard stuff so we can focus on our customers.

Avantages :

MaritzCX's all-in-one reporting platform - it is extremely easy to use and best of all, it is self-serve! Not only are you able to build customized reporting views in minutes, you can also layer on both Text and Sentiment Analytics to help guide your users and/or insights.

Inconvénients :

There are a few reporting enhancements we are working with MaritzCX on that we would like to see added. More Response Rate reporting – particularly on multi-model studies. Also, the addition of Coaching notes/confirmation in record level views that would help further our reporting capabilities and user experience.

One of the best around and employees who care

Commentaires : There are amazin people that work at this company and I would argue that their CX knowledge is above market average. If you are looking for someone to help launch your Customer Experience program, I highly recommend working with InMoment and having CSM support hours.

Avantages :

The tool is very user friendly and you can create a survey without any training. They also have a great knowledge base and their customer support & training team are amazing.

Inconvénients :

The lack of innovation. Their core products are awesome and work flawlessly but what comes next?

Not worth the price

Commentaires : Difficult and slow to accomplish anything, lack of flexibility to make any changes in the email and the survey. Poorly designed surveys reported to have used up more than the contracted number of hours to deploy. I have not received 8h of management support services a month since I joined the company almost a year ago.

Avantages :

Even though my last account representative was extremely nice, it is difficult and extremely slow to get anything done.

Inconvénients :

How difficult and slow it was to accomplish anything.

Great for what it is.

Avantages :

Really like the specific throttling and the UI of the survey, we don't bother our customers with the survey and when they are prompted, the survey is visually appealing.

Inconvénients :

Nothing really, product is great and fits our needs.

WaterOne - Data Analyst review

Commentaires : Customer Support is outstanding. I do know the Customer Service managers really use the alerts to resolve issues with dissatisfied customers.

Avantages :

Alerts for both managers and reps. Ease of adding/removing staff. The ability to automate a batch process our end to extract the data and have it smoothly FTP over to InMoment.

Inconvénients :

Would be nice to be able to automate reports to be run on specific dates and emailed to the requestor.