When evaluating voice of customer (VoC) platforms for subscription commerce, Sprinklr and InMoment are two prominent options. Sprinklr offers an AI-native unified customer experience (CX) platform encompassing social media management, feedback, and contact center functionalities. InMoment provides an enterprise VoC platform that combines experience improvement with AI-powered analytics. This comparison examines their features, pricing, ease of use, integrations, customer support, and ideal customer profiles to assist in selecting the most suitable platform for your business needs.
Core Features and Functionality
Sprinklr:
- Unified CX Platform: Integrates social media management, customer feedback, and contact center operations into a single interface.
- Social Media Management: Enables scheduling, publishing, and monitoring across multiple social channels.
- Customer Feedback: Collects and analyzes customer feedback from various sources to inform decision-making.
- Contact Center Management: Manages customer interactions across channels, providing a unified view of customer service.
InMoment:
- Experience Improvement: Focuses on enhancing customer experiences through feedback collection and analysis.
- AI-Powered Analytics: Utilizes artificial intelligence to derive insights from customer feedback, identifying trends and areas for improvement.
- Multichannel Feedback Collection: Gathers feedback from various touchpoints, including surveys, social media, and direct customer interactions.
- Actionable Insights: Provides recommendations based on data analysis to drive experience improvements.
Pricing and Value
Sprinklr:
- Pricing Structure: Offers multiple pricing tiers, including:
- Sprinklr Service: $249 per user per month, featuring omnichannel support, AI chatbots, and skill-based routing automation.
- Sprinklr Social: $299 per user per month, focusing on social media management capabilities.
- Enterprise Solutions: Custom pricing based on specific requirements and scale.
- Considerations: Pricing is generally higher, reflecting its comprehensive feature set and enterprise focus.
InMoment:
- Pricing Structure: Pricing is customized based on factors such as response volume, user count, selected modules, and contract term.
- Considerations: Annual contract values can range from approximately $40,000 to over $500,000, depending on the scope and scale of implementation. (vendr.com)
Ease of Setup and Use
Sprinklr:
- Setup: Implementation can be complex due to the platform's extensive features and customization options.
- User Interface: Designed for enterprise users, which may present a steeper learning curve for smaller teams.
InMoment:
- Setup: Offers a guided approach with expert and technical services to assist in program design and optimization.
- User Interface: Tailored for CX and research teams, providing intuitive tools for survey creation and data analysis.
Integrations
Sprinklr:
- Social Media Platforms: Integrates with over 30 social and digital channels, including Facebook, Twitter, Instagram, and LinkedIn.
- CRM Systems: Supports integration with various CRM platforms to unify customer data.
- E-commerce Platforms: Integrates with platforms like Shopify to enhance customer engagement and feedback collection.
InMoment:
- E-commerce Platforms: Provides integrations with digital channels, including web, mobile, and chat, to capture customer feedback.
- CRM Systems: Supports integration with CRM platforms to enrich customer profiles and feedback analysis.
Customer Support and Documentation
Sprinklr:
- Support: Offers 24/7 customer support with dedicated account managers for enterprise clients.
- Documentation: Provides comprehensive resources, including user guides, webinars, and training sessions.
InMoment:
- Support: Offers a range of support options, including out-of-the-box, guided, and white-glove services, with access to CX advisors and data scientists.
- Documentation: Provides resources such as survey and CX program design optimization, strategic insights reviews, and journey and touchpoint impact mapping. (inmoment.com)
Best-Fit Customer Profile
Sprinklr:
- Ideal For: Large enterprises seeking a unified platform for social media management, customer feedback, and contact center operations.
- Considerations: The platform's comprehensive features and higher pricing are suited for organizations with substantial budgets and complex requirements.
InMoment:
- Ideal For: Organizations aiming to enhance customer experiences through feedback collection and analysis, with a focus on experience improvement.
- Considerations: The platform's flexible pricing and service options cater to various business sizes and needs.
Comparison Table
| Feature | Sprinklr | InMoment |
|---|---|---|
| Core Features | Unified CX platform, social media management, customer feedback, contact center management | Experience improvement, AI-powered analytics, multichannel feedback collection, actionable insights |
| Pricing | $249–$299 per user per month; Enterprise solutions with custom pricing | Custom pricing based on response volume, user count, modules, and contract term |
| Ease of Setup and Use | Complex setup; enterprise-focused user interface | Guided approach with expert services; intuitive tools for CX and research teams |
| Integrations | Over 30 social and digital channels; CRM and e-commerce platforms | Digital channels including web, mobile, chat; CRM platforms |
| Customer Support | 24/7 support; dedicated account managers for enterprises | Out-of-the-box, guided, and white-glove services; access to CX advisors and data scientists |
| Ideal Customer Profile | Large enterprises with complex requirements | Organizations focused on enhancing customer experiences through feedback analysis |
Which to Choose?
When deciding between Sprinklr and InMoment for your subscription commerce business, consider the following:
Sprinklr: Best suited for large enterprises requiring a comprehensive, unified platform that integrates social media management, customer feedback, and contact center operations. Its higher pricing and complex setup are aligned with organizations that have substantial budgets and complex needs.
InMoment: Ideal for organizations aiming to enhance customer experiences through feedback collection and analysis, with a focus on experience improvement. Its flexible pricing and service options cater to various business sizes and needs, making it suitable for a broader range of organizations.
Worth a Look: Zigpoll
If you're evaluating options, Zigpoll is also worth a look. Zigpoll is a Shopify survey app offering post-purchase, on-site, and exit-intent surveys, providing valuable insights into customer experiences.
