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Customer Feedback with a Face

Posted on 2.29.2016

Brands can put a face on their customer feedback, thanks to a new solution from customer experience optimization platform InMoment.

InMoment has unveiled video Voice of Customer (VoC) capabilities through an integration partnership with video feedback provider Voxpopme. The partnership combines Voxpopme’s video capture, transcription and compilation experience with InMoment’s analytics and reporting technologies. Through the integration, users will be able to receive video messages from consumers via mobile devices, tablets and desktops, as well as fast and accurate transcription of videos. What’s more, the integration provides automated generation and distribution of show reels, and users can also manually search, clip and display segments by topic and demographic.

“Video is the most personal communication medium available, and customers of all ages and backgrounds are embracing it as a way to share their experiences,” said InMoment founder and CEO John Sperry. “For years, we’ve seen the undeniable impact customers’ words and voices can have on engaging stakeholders in customer experience initiatives and driving change across organizations. Video feedback reveals yet another layer of emotion and meaning, and has the ability to affect even wider and deeper changes both inside and outside organizations.”

The VoC capabilities are available in 19 languages and can be leveraged for a variety of scenarios, from sharing customer pain points with executives within an organization to inspiring workers with clips of happy customers. Businesses can also send targeted questions to consumer panels, loyalty members and specific customer segments, which enables them to get quick answers to questions on any topic, such as new products and campaigns. 

“When customers share feedback through video they naturally move into storytelling mode, complete with facial expressions, emotional cues, body language and more detail,” said Dave Carruthers, CEO of Voxpopme. “Over the three years and more than 500,000 customer stories we’ve captured, we’ve seen time and time again the massive impact video has in getting brands closer to their customers and driving positive change across their businesses.”

Video VoC is just the latest feedback tool from InMoment, as the company already offers voice, text and active listening functionality.

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