InMoment buys ReviewTrackers to bolster its market-leading XI solutions

Andrew Joiner, Chief Executive Officer at InMoment

InMoment®, a provider of Experience Improvement (XI)™ solutions, announced it has completed the acquisition of ReviewTrackers, an award-winning client review management software company. ReviewTrackers empowers over 175,000+ business locations to better manage their customer reviews across 100+ sites with their review management tech.

The companies will join forces to accelerate the delivery of an integrated solution focused on analyzing, amplifying, and maximizing client feedback insight and action to accelerate acquisition and improve client retention while driving more authentic connections with clients.

Why are customer reviews an important to businesses?

As businesses compete for new customers, strive to retain and grow relationships with existing customers and differentiate against competition, the ability to manage and improve the customer relationship from the very beginning stages is more important than ever.

Customer expectations are often established during research conducted online. A key component utilized by consumers is online reviews and listings. Best practices for customer experience includes monitoring, managing, and responding to online reviews from customers.

“The acquisition of ReviewTrackers makes InMoment the first experience firm to extend customer insights, analytics and action across the full client lifecycle–acknowledging that reviews often set the stage for customer experience,” said Andrew Joiner, CEO at InMoment.

“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,” Andrew Joiner further commented.

What does the deal mean to ReviewTrackers?

“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 and effective system,” said Chris Campbell, CEO ReviewTrackers.

Online reviews are a great source of customer feedback, and often offer perspective from a different segment of the customer base than surveys or other feedback channels.

The combination of different sources for voice-of-customer provides an integrated view of the customer experience, and thus a more accurate representation of the broader customer experience. Leveraging InMoment AI, an intelligence layer of the XI platform that utilizes natural language processing (NLP), natural language understanding (NLU) and machine learning (ML) to facilitate and automate action, this unstructured data is brought to life.

ReviewTrackers employees, including its founder and CEO Chris Campbell, will continue in their roles and will be key to accelerating InMoment’s pursuit of experience improvement.