The deal integrates customer feedback features into InMoment’s XI platform
InMoment has acquired ReviewTrackers, a customer review management software company, for an undisclosed amount.
The acquisition will enable InMoment customers to use direct customer surveys, digital feedback, and online ratings and reviews within one platform.
By doing so, platform users may leverage data from solicited and unsolicited feedback and gain deeper customer insights.
Andrew Joiner, CEO at InMoment, said: “The acquisition of ReviewTrackers makes InMoment the first experience company to extend customer insights, analytics and action across the full customer lifecycle–acknowledging that customer reviews often set the stage for customer experience.
“Combining ReviewTrackers award-winning customer review management with our award-winning XI Platform will give companies the unique ability to expand beyond surveys to include social ratings and reviews, access a larger share of customer voice, manage online reputation, and improve experiences at an unparalleled scale. We are pleased to have Chris Campbell and the ReviewTrackers team join InMoment.”
InMoment AI, an intelligence capability of InMoment’s XI platform, utilises natural language processing (NLP), natural language understanding (NLU) and machine learning (ML) to transform unstructured data into actionable insights.
Meanwhile, ReviewTrackers offers various Voice of the Customer solutions, alongside integrations with over 1000 via Zapier, including platforms like Salesforce, Zoho, and Slack.
Chris Campbell, CEO of ReviewTrackers, 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 broaden the scope of our individual solutions and strengths to provide an integrated system that will help our clients better acquire and retain their customers.”
Back in September 2021, InMoment acquired Lexalytics, a text analytics company, to implement text analysis features into its platform.