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.