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5 InMoment Alternatives for B2B Companies (According to Gartner)

November 15, 2022

Are you searching for InMoment alternatives to boost the performance of your customer experience (CX) program, improve customer retention, and reduce churn?

According to Gartner, there are plenty to choose from.

Options range from full-blown customer experience management (CXM) software platforms with all the bells and whistles, to much simpler survey tools. Of course, the best CX software for you will depend on the particular needs of your business and its customers.

Here, we’ve done the hard work for you and examined 5 InMoment alternatives in detail, so you can be confident that you’ll be picking the right option.

A Closer Look at InMoment

Before we take a look at the alternatives, let’s run through what InMoment has to offer.

Since its founding as ‘Mindshare’ technologies in 2002, InMoment’s comprehensive CX improvement platform has been evolving: with Mindshare technologies having acquired Empathica, rebranding to InMoment in 2017, and then acquiring MaritzCX, Wootric, and Lexalytics in the past couple of years.

InMoment’s various acquisitions show its commitment to CX data analysis as well as language processing. So, it comes as no surprise that InMoment was ranked in the top half of vendors for its data collection and analytics and insights, according to the 2021 Gartner Critical Capabilities Report.

Here are some of InMoment’s key strengths:

  • Data collection, analytics, and insights

  • Consultative approach: users can work directly with the InMoment team

  • Can be used by multiple teams in one organization

  • Integration with other apps

  • Three levels of price plans and customization options

  • Placed third highest for enabling large enterprises

  • Scored third highest for enabling B2C organizations

  • Ranked in the top half of vendors for B2B2C

However, there are some cautions when choosing InMoment:

  • Lower rankings for support of marketing, on-site/frontline operations, and sales departments

  • Ranked in the bottom half of vendors for enabling B2B

  • Users have noted that InMoment’s integration with other apps could be made easier and would like a wider variety of apps to be available

Top sectors: Retail, Travel and Hospitality, Automotive, Banking, Insurance, and Technology.

G2 Score: 4.7/5

Pricing: Customized plans are available at three levels: CoreCX, Enterprise, and Custom.

5 InMoment Alternatives for B2B Companies

1. CustomerGauge

A comprehensive CX management platform, CustomerGauge uses its proprietary Account ExperienceTM methodology to meet the needs of B2B organizations.

Rather than focusing on individual customers, the CustomerGauge platform allows organizations to manage customer experience at the account level and excels in successfully managing accounts with complex hierarchies and multiple stakeholders.

CustomerGauge is also the only vendor that allows organizations to understand Net Promoter Score (NPS) in terms of revenue and coverage, crucial for those looking to monetize their CX program.

Being a full account lifecycle solution, CustomerGauge offers specialist tools for all aspects of the customer journey, including a collection of voice of customer (VoC) data from multiple sources, survey creation and management, specific close-the-loop tools, alerts for customer churn, and highlighting accounts with good upsell and referral potential.

Customer Gauge also came in 1st place for Enterprise level B2B CXM, according to Gartner’s 2020 capabilities report.

Gartner

Gartner’s report also highlighted the following strengths:

  • Highest score for enabling sales

  • Good support for both Large and Mid-size businesses

  • Supports B2B2C

Top industries: Manufacturing, Consumer Packaged Goods (CPG), Telecom, IT

G2 Score: 4.6/5

Pricing: Solutions typically cost $1,000 per user per year and are based on their simple pricing model.

How Does CustomerGauge Compare to InMoment?

Overall, CustomerGauge ranks much higher for B2B use cases, whereas InMoment scores higher for enabling B2C.

With its specialist tools for data collection and analytics, InMoment really shines when it comes to customer insights and various metrics for measuring VoC, including NPS, CSAT and CES.

CustomerGauge offers the unique perspective of seeing NPS through the lens of revenue and is also more action focused than insights focused. By combining NPS with other engagement signals, CustomerGauge helps businesses take direct action to tackle churn and drive upsells and account referrals.

Is CustomerGauge a Good Fit for You?

If you’re a Mid-size to Enterprise level B2B company looking to drive action to monetize your CX program, particularly in sales, then CustomerGauge might just be the one for you (you can try the demo here).

However, if you are B2C and more interested in gaining insights from multiple survey types, particularly in customer service, then InMoment may better meet your needs.

2. SurveySparrow

SurveySparrow is a versatile CX survey tool. With its omnichannel capabilities,users can gain insights right across customer, employee, product, marketing, and sales experiences.

With offline surveys, and the ability to create customizable chatbots that can be embedded on your website, SurveySparrow really shines in its diverse surveying capabilities.

SurveySparrow can be used to collect data on CES, CSAT, NPS and customer exit surveys and also offers case management tools, including resolution tracking for closing the loop.

According to G2 reviews, users particularly like SurveySparrow’s ease of use, quality of support, and ease of setup.

Top industries: IT, Marketing and Advertising, Computer Software, Education Management, and Higher Education.

G2 Score: 4.4/5

Pricing: SurveySparrow has a range of plans that meet the needs of all sorts of businesses, from Small to Enterprise level. It’s worth noting that each plan comes with an allotted number of included survey responses, and you have to pay more for any extra.

How Does SurveySparrow Compare to InMoment?

Both SurveySparrow and InMoment have real strengths when it comes to data collection, but InMoment is a comprehensive CX Management platform whereas SurveySparrow is primarily a CX survey tool (with some useful case management functionality).

According to G2 reviews, customers say that SurveySparrow is more expensive than InMoment and slower to reach ROI but is also easier to set up.

Is SurveySparrow a Good Fit for You?

If you’re looking for more in-depth insights, then a platform like InMoment might be a better shout.

However, if you’re a smaller-sized organization looking for diverse surveying capabilities, particularly across multiple feedback channels, then SurveySparrow might be just the ticket.

3. Qualtrics CX

According to the Gartner 2020 Critical Capabilities report, Qualtrics scores very highly when it comes to collecting diverse sources of customer feedback data, analytics, insights and on automated action.

Qualtrics also scores well for nearly all department-specific capabilities, except for customer service. However, Qualtrics's recent acquisition of text analytics vendor Clarabridge may help improve its ranking for this department.

Qualtrics offers complementary employee, partner and brand experience products and a wide range of survey tools, so is particularly suited to larger organizations.

Despite its attractively diverse range of survey tools, smaller businesses may be put off by its relatively high price and complex interface. Qualtrics scores below average for ease of use, quality of support, and ease of setup, according to G2 reviews.

Top industries: Financial Services/Insurance, B2B, Retail.

G2 Score: 4.3/5

Pricing: Customized pricing for its XM platform, but basic survey tools are free.

How Does Qualtrics Compare to InMoment?

Both Qualtrics and InMoment are known for their relative strengths when it comes to data collection, analysis and insight. In terms of departments, InMoment ranks lower for marketing, on-site/frontline operations ,and sales, and Qualtrics for customer service.

Although Gartner scores Qualtrics higher in terms of data collection, analytics and insight, users score InMoment higher when it comes to customer support, ease of use and setup.

Is Qualtrics a Good Fit for You?

Qualtrics is one of the strongest players in the game when it comes to data collection, analytics, and insights, which is why it’s used by many universities and insights departments.

They’re particularly well suited to larger companies with resources that can handle its relatively complex interface, self-service functionality, and higher cost.

4. Google Surveys

Google Surveys is one tool from Google’s Marketing Platform that was originally designed for users wanting to monetize their online content.

Google Surveys is similar to other more basic CX survey tools, such as SurveyMonkey, which allows users to create their own surveys and target audience. According to G2, Google Surveys tends to score better when it comes to setup and administration, but SurveyMonkey has the lead in terms of survey management, customization, and insights.

Top industries: Education Management, Marketing and Advertising, Higher Education, IT, Computer Software.

G2 Score: 4.5/5

Pricing: Two available pricing tiers: ‘Surveys’ and ‘Surveys 360’. The ‘Survey’ option starts at 10c per completed survey. The more advanced option, 'Surveys 360’, with variable pricing, is recommended for larger businesses.

How Does Google Surveys Compare to InMoment?

Both InMoment and Google Surveys are popular with small businesses, and both rate highly when it comes to ease of setup, ease of use, and ease of admin.

However, that’s where the similarities end. InMoment is a comprehensive CX improvement platform, whereas Google Surveys is just one tool in a wider suite offered by Google’s Marketing platform.

Is Google Surveys a Good Fit for You?

If you’re a small business looking for a fairly straightforward, easy-to-use survey tool, with a simple pricing structure, then Google Surveys may just be the right tool for the job.

5. SurveyMonkey

SurveyMonkey, now under parent company Momentive, is a popular tool for creating, distributing and analyzing surveys.

SurveyMonkey has been popular with small businesses thanks to its free survey tools, but the company is starting to cater for the Enterprise sector, too, with improved features for administration, integration, and security.

Users tend to find SurveyMonkey’s interface very easy to use and find the wide variety of survey templates very helpful. However, some have noted that surveys can be limited in terms of customization.

Top industries: Education, Nonprofit, Healthcare.

G2 Score: 4.4/5

Pricing: A variety of plans are available for individuals and teams, with custom plans available for Enterprise-level organizations

How Does SurveyMonkey Compare to InMoment?

According to G2, both products score well when it comes to ease of use, ease of setup, and ease of admin, but InMoment scores higher when it comes to quality of support.

InMoment offers a comprehensive suite of tools and analytics to improve your CX program, whereas SurveySparrow is primarily just a survey tool, albeit a well-rated and respected one.

Is SurveyMonkey a good fit for you?

If you’re a small business looking for a versatile tool to design and distribute surveys, then SurveyMonkey may do the trick. Its wide range of pricing options could be very attractive, too.

CustomerGauge: An Alternative to InMoment Specifically Designed for B2B

CustomerGauge is built to meet the needs of B2B.

With its strong focus on complex accounts and revenue, you can use CustomerGauge to start taking action today. Reduce churn, know what your customers want, and take opportunities to upsell your business when the time is right.

Think CustomerGauge might be right for you? Get started here!

About the Author

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Sabrina Tessitore
Sabrina is Content Marketing Manager and qualified B2B AX-pert at CustomerGauge. She provides the strategies necessary for B2B companies to build ROI-generating NPS programs.
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