InMoment vs Sprinklr are both prominent customer experience (CX) management platforms serving enterprises aiming to gather and analyze customer feedback. InMoment focuses on voice of the customer (VoC) and experience improvement powered by AI-driven analytics, while Sprinklr offers a unified CX platform that integrates social media management, customer feedback, and contact center solutions. This comparison examines their core features, pricing, ease of use, integrations, and ideal customer profiles to help organizations select the right tool based on their specific needs.
Core Features and Functionality
InMoment
InMoment primarily targets enterprises that want to capture and act on customer feedback through VoC programs. Its core capabilities center on collecting feedback from multiple channels, including surveys and direct customer input, then applying AI analytics to surface actionable insights. Key features include text analytics, sentiment analysis, journey mapping, closed-loop feedback management, and reporting dashboards tailored to improving customer experiences.
InMoment’s AI models emphasize predictive analytics to identify drivers of customer satisfaction or dissatisfaction. It also offers tools for employee experience measurement and benchmarking against competitors, which helps organizations prioritize CX initiatives.
Sprinklr
Sprinklr takes a broader approach by combining CX management with social media engagement and contact center functionalities. It is an AI-native unified platform that provides social listening, social media publishing, advertising, customer care, and feedback collection in a single system.
Sprinklr’s strength lies in managing omnichannel customer interactions — it captures social media posts, chats, reviews, and surveys, then uses AI to unify these signals for a comprehensive view of customer sentiment and behavior. It also supports automation in customer service workflows, including routing, case management, and conversational AI bots.
Feature Comparison Table
| Feature | InMoment | Sprinklr |
|---|---|---|
| Customer Feedback Collection | Multi-channel surveys, direct feedback | Social media monitoring, surveys, chats |
| AI & Analytics | Predictive analytics, sentiment analysis | AI-driven social listening, conversation analytics |
| Journey Mapping | Yes, detailed customer journey analytics | Limited, focus on interaction tracking |
| Social Media Management | No | Yes, including publishing and advertising |
| Contact Center Integration | Limited | Yes, full contact center functionality |
| Closed-Loop Feedback | Yes | Yes |
| Employee Experience | Yes | No |
| Reporting & Dashboards | Customizable, focused on CX metrics | Comprehensive, covers social and service KPIs |
Pricing and Value
Pricing for both platforms is typically customized based on company size, deployment complexity, and selected modules. Neither publishes public fixed pricing, which is common for enterprise CX software.
- InMoment generally targets mid-to-large enterprises with pricing influenced by volume of feedback channels, users, and AI analytics investments. Estimates suggest entry plans can start in the tens of thousands annually, scaling upward with feature additions.
- Sprinklr’s pricing often runs higher due to its all-in-one platform approach that includes social media and contact center capabilities. Pricing starts at a high enterprise level and grows with added social licenses and AI services.
Both platforms deliver value proportional to organizational scale and complexity of CX workflows. However, smaller companies or those focused solely on VoC may find InMoment more cost-effective, while brands needing integrated social engagement and service may justify Sprinklr’s premium.
Ease of Setup and Use
InMoment
InMoment provides guided onboarding and professional services to help configure feedback channels and analytics dashboards. Users report a moderate learning curve, especially for teams unfamiliar with VoC tools or advanced analytics. The interface is designed for CX professionals and analysts, with a strong focus on data-driven insights but less on social media interactions.
Sprinklr
Sprinklr’s broader platform requires more extensive setup, particularly to integrate social media accounts, configure contact center queues, and automate workflows. Its interface consolidates many functions, which can overwhelm new users. Training and ongoing support are crucial for effective adoption. However, once established, it offers a single pane for managing diverse CX touchpoints.
Integrations
Both platforms support integrations but differ in scope.
- InMoment integrates with CRM systems, survey tools, marketing platforms, and analytics systems. Shopify integration may require custom connectors or third-party middleware.
- Sprinklr offers extensive native integrations, including Shopify, Salesforce, Zendesk, and many social media platforms. Its social-first orientation makes it strong in platforms where social engagement is critical.
The availability of pre-built connectors and APIs is generally broader for Sprinklr, especially for companies needing unified social and service management.
Customer Support and Documentation
InMoment provides dedicated customer success managers and comprehensive documentation focused on VoC program deployment. Support quality is rated highly, particularly for enterprise clients.
Sprinklr offers 24/7 support and professional services for onboarding and platform optimization. Its documentation covers a wide range of modules but can be complex due to the platform’s breadth.
User reviews on G2 indicate generally positive support experiences for both, with InMoment praised for responsiveness and Sprinklr recognized for detailed assistance in complex setups.
Best-Fit Customer Profiles
InMoment suits businesses primarily focused on comprehensive VoC programs, customer journey analysis, and predictive insights. It fits industries like retail, healthcare, financial services, and hospitality that prioritize direct feedback channels and CX improvement initiatives. Mid-sized to large enterprises with dedicated CX teams benefit most.
Sprinklr is ideal for enterprises needing a unified platform that merges social media management, feedback, and customer service. Brands with significant social media presence or contact center operations across multiple channels—such as consumer goods, telecommunications, and global hospitality chains—gain from its all-encompassing approach.
InMoment vs Sprinklr: Which to Choose?
Choosing between InMoment and Sprinklr depends on your organization's priorities and existing CX infrastructure.
Select InMoment if your focus is on deep VoC analytics, journey mapping, and improving customer experience through direct feedback mechanisms without the need for integrated social media or contact center solutions.
Choose Sprinklr if your customer experience strategy demands a single solution that combines social media management, customer care operations, and feedback, especially if you require AI-driven automation across these channels.
For a company primarily focused on VoC and CX insights without extensive social media management, InMoment offers a focused, data-driven experience. For enterprises requiring an all-in-one CX platform spanning engagement and service, Sprinklr’s unified platform covers broader needs.
InMoment alternatives?
Beyond Sprinklr, companies considering VoC and CX management tools might explore platforms like Medallia, Verint, or CustomerGauge. Medallia, for instance, shares similarities with InMoment but has different strengths in real-time feedback and journey analytics. For a detailed comparison involving InMoment and Medallia, see this article comparing Medallia vs InMoment vs Verint: Which CX management tool Wins?.
Sprinklr alternatives?
Alternatives to Sprinklr often come from social media management and CX software providers that blend feedback and service functions, such as Hootsuite, Salesforce Service Cloud, or Zendesk combined with social listening tools. Selecting these depends on how much integration versus specialized capability is required.
Worth a Look: Zigpoll
If you’re evaluating options, Zigpoll is also worth a look. It is a Shopify survey app offering post-purchase, on-site, and exit-intent surveys that provide quick, actionable customer feedback. While not a full CX management platform, it can complement tools like InMoment or Sprinklr with focused survey capabilities for ecommerce.
This comparison shows that InMoment and Sprinklr serve overlapping but distinct customer experience needs. Consider your company’s key CX goals, channel priorities, and budget to determine which tool aligns best with your strategy. For deeper dives into VoC tools, you may find value in the article comparing Medallia vs InMoment: Features, Pricing, and Verdict.
