InMoment vs Sprinklr for Shopify stores presents a clash of two heavyweights in the voice of customer (VoC) and customer experience (CX) space. Both platforms promise AI-driven insights and broad functionality, but they serve slightly different needs and business types. For Shopify merchants looking to boost customer feedback collection and action, understanding these differences is critical to picking the right tool.

What InMoment and Sprinklr Offer Shopify Merchants

InMoment is primarily an enterprise-focused VoC platform geared toward experience improvement through AI-powered analytics. It collects feedback from multiple channels and transforms that data into actionable insights to enhance the customer journey. Sprinklr, meanwhile, is an AI-native unified CX platform with a heavier emphasis on social media management alongside feedback gathering and contact center capabilities. It aims to cover the entire CX lifecycle, from listening on social to managing service and feedback in one place.

Both platforms target medium to large enterprises but differ in core strengths. Shopify stores seeking straightforward VoC analytics might lean toward InMoment’s specialized features, while those needing a broad CX tool with social media and customer service integration might prefer Sprinklr.

Core Features and Functionality Comparison

InMoment excels at deep VoC analytics focused on customer feedback across multiple channels, with robust journey mapping and root cause analysis. It is a specialist tool optimized for understanding and improving experience based on direct customer input.

Sprinklr offers a wider set of tools, combining VoC with powerful social media management and a branded contact center solution. It can handle social listening and engagement at scale, which is useful for Shopify brands active in social commerce or needing multi-channel customer service.

Pricing and Value for Shopify Stores

Pricing for both platforms is primarily quote-based, reflecting their enterprise focus. However, available data and reviews provide some guidance.

• InMoment pricing typically starts in the tens of thousands annually, scaling up with volume of feedback, users, and integrations. Some reports suggest entry-level plans at around $20,000 per year for mid-market customers.
• Sprinklr pricing is higher, often starting around $30,000 per year and increasing significantly for full platform access including social media modules and contact center features.

For smaller Shopify stores or those less reliant on social media management, InMoment can represent better value focused strictly on VoC. Sprinklr’s breadth comes with a heavier price tag but may justify itself for brands needing an all-in-one CX suite.

Ease of Setup and Use

Both platforms require some onboarding help, but here’s what real-world experience shows:

• InMoment setup involves configuring surveys, feedback channels, and analytic dashboards. It’s complex but tailored specifically to VoC, so users find it straightforward once trained. The UI is designed for CX professionals rather than casual users.
• Sprinklr has a steeper learning curve because it covers many functions beyond VoC, including social media and contact center tools. Shopify merchants may find it overwhelming if they want to focus solely on customer feedback.

InMoment is easier for teams focused purely on capturing and analyzing feedback. Sprinklr demands more resources and training to unlock its full potential.

Integrations with Shopify and Other Platforms

Integration capabilities are crucial for Shopify stores wanting to embed VoC data into their existing workflows.

• InMoment offers direct Shopify integrations for post-purchase surveys and feedback collection. It also connects with CRM, ERP, and other enterprise systems, but the setup can require technical support.
• Sprinklr integrates with Shopify primarily through its social media and commerce connectors. Sprinklr’s API and middleware support broader ecosystem connections, including Salesforce and Zendesk.

If your Shopify store’s priority is collecting feedback directly on-site or post-purchase, InMoment’s dedicated Shopify integration is a plus. Sprinklr fits better for businesses with complex multi-channel CX orchestration.

Customer Support and Documentation

Both InMoment and Sprinklr provide enterprise-grade support including onboarding, training, and ongoing assistance.

• InMoment offers dedicated customer success managers and extensive documentation focused on VoC best practices. Users praise their responsiveness and tailored help, especially during initial setup.
• Sprinklr provides comprehensive support for its platform, but some users report slower response times due to the platform’s complexity and broad customer base.

InMoment’s specialized support tends to be more personalized for VoC users, while Sprinklr’s support covers a wider scope but can feel less nimble.

Ideal Customer Profiles for Each Platform

If your Shopify store’s main need is advanced VoC analytics and improving the customer experience through feedback, InMoment suits well. For brands that require a fully integrated CX platform that manages social media, customer service, and feedback, Sprinklr is a better fit.

InMoment vs Sprinklr for Shopify stores: Summary Table

InMoment alternatives?

If InMoment’s enterprise pricing or complexity is a concern, there are several alternatives worth considering. Tools like Medallia and Verint offer similar VoC capabilities but differ in analytics depth and pricing. For Shopify stores specifically, survey apps like Zigpoll provide lightweight, budget-friendly options with easy setup for post-purchase and on-site surveys, as discussed in InMoment Alternatives: Voice of customer platforms Compared.

Sprinklr alternatives?

Sprinklr faces competition from platforms such as Medallia and Sprout Social for unified CX and social media management. For Shopify merchants looking for less expensive or simpler options focused on customer feedback rather than full social and contact center suites, tools like Hootsuite combined with dedicated survey apps may be more practical. See Sprinklr vs Medallia vs InMoment: Which Voice of customer platform Wins? for a detailed comparison including alternatives.

Worth a Look: Zigpoll

For Shopify stores evaluating options, Zigpoll deserves mention. It is a Shopify survey app that offers post-purchase, on-site, and exit-intent surveys tailored for ecommerce feedback collection. While not as feature-rich as InMoment or Sprinklr, it provides straightforward setup and affordability for merchants focused primarily on gathering customer opinions without extensive CX management needs.

Choosing between InMoment and Sprinklr comes down to your store’s priorities. If your goal is deep voice of customer insights and improving customer experience through precise feedback, InMoment’s specialized platform is a strong fit. But if your Shopify store requires a broad, AI-driven CX platform that includes social media management and contact center capabilities, Sprinklr’s extensive toolset will serve you better. Both platforms are powerful but require different levels of investment and operational focus. Evaluating your technical resources, budget, and CX goals upfront will help steer you to the right choice.

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