Experience improvement (XI) solutions provider InMoment has completed the acquisition of ReviewTrackers, a customer review management software company.
ReviewTrackers empowers over 175,000 business sites to better understand and manage their customer reviews across 100+ sites with their review management technology.
The improved experience indicates that companies will join forces to accelerate the delivery of an integrated solution focused on analyzing, amplifying and maximizing customer feedback insights and actions to accelerate acquisition and improve customer retention while fostering more authentic connections with customers – and as businesses compete for new customers, strive to retain and grow relationships with existing customers and differentiate themselves from the competition , the ability to manage and improve the customer relationship from the start is more important than ever.
“Customer expectations are often established through online research. Online reviews and listings are a key component used by consumers across all industries. Customer experience best practices include monitoring, managing and responding to online customer reviews,” said Experience Improvement.
InMoment CEO Andrew Joiner said, “The acquisition of ReviewTrackers makes InMoment the first experience company to extend customer insights, analytics and action across the customer lifecycle. – recognizing that customer reviews often lead the way in customer experience.
“Combining ReviewTrackers’ award-winning customer review management with our award-winning XI platform will give businesses the unique ability to go beyond surveys to include ratings and social reviews, access a greater share of the voice of customers, manage online reputation and improve experiences at unparalleled scale. We are thrilled to have Chris Campbell and the ReviewTrackers team join InMoment.”
ReviewTrackers Founder and CEO Chris Campbell said, “Review and reputation management are central components of a broader customer experience ecosystem. At ReviewTrackers, we fundamentally believe that the success of your brand depends on the voice of your customer. By joining InMoment, we have a remarkable opportunity to expand the scope of our individual solutions and strengths to provide an integrated system that will help our clients better acquire and retain customers.
According to ReviewTrackers, online reviews are a great source of unsolicited customer feedback and often provide perspective from a different customer segment than surveys or other feedback channels. Combining different sources for the voice of the customer provides a more holistic and integrated view of the customer experience, and therefore a more accurate representation of the broader customer experience.
“By leveraging InMoment AI, an intelligence layer of the XI platform that uses natural language processing (NLP), natural language understanding (NLU), and machine learning (ML) to facilitate and automate the action, this unstructured data comes to life.”
InMoment says ReviewTrackers employees, including Campbell, will continue to play their part and play a key role in accelerating the continued improvement of the InMoment experience.
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