XI Moments

Description

Moments empowers users to monitor the customer experiences that matter most through a curated data feed, featuring relevant insights tailored to their role. Users can easily drill down by account or program and quickly access any date ranges, saved views, and collections of feedback spanning multiple data sources.

With powerful filtering and customizable views, administrators can publish topic-specific or role-based views that make it easy for users—including executive leadership—to connect with the experiences their business delivers. These views turn simple metrics into meaningful data, revealing trends in sentiment, keywords, and top customer topics.

Moments goes beyond just insights—it’s built for action. Users can share feedback, add experiences to themed collections, mark experiences as complete or invalid, and close the loop with customers—all within a streamlined application.

Case Management is fully integrated into the app, giving users the ability to manage and resolve cases on the go. As soon as a case comes in, users can take immediate action—viewing all cases tied to their assigned hierarchy or location, or filtering down to just the ones assigned to them. They can respond directly to customers using templated replies, review customer messages, and complete closed-case surveys to capture important details like root cause.

Whether in the field or at the office, Moments Mobile ensures users have the visibility and tools they need to take timely, effective action—and truly make every customer moment count.