Best For

Assists firms in sectors such as retail, software, app vendors, logistics, wholesale, distributors, telecom service providers and ISPs.

Product Details

Cx MOMENTS is used by Customer Support Managers to automatically find and trend customer issues in their helpdesk customer support tickets. Cx MOMENTS connects to Zendesk, Freshdesk, Salesforce and Intercom, and detects the topics and problems that regularly crop up in customer support conversations. Our Natural Language Processing and AI help you gain valuable insights from all support tickets in your helpdesk.

Contact Details

CX MOMENTS

https://www.cxmoments.com/

Founded in 2016

Located in Ireland

Starting Price

  • Not provided by vendor

Free Trial

  • Yes

Platform

  • Installed - Mac
  • Cloud, SaaS, Web
  • Installed - Windows
  • Mobile - iOS Native
  • Mobile - Android Native

Training

  • In Person
  • Live Online
  • Webinars
  • Documentation

Support

  • 24/7 (Live Rep)
  • Business Hours
  • Online

Customer Support Tickets Analytics Features

Alerts / Escalation
Appointment Management
Call Center Management
Email Management
Knowledge Base
Live Chat
Performance Metrics
Queue Management
Self Service Portal
Social Media Integration
Surveys & Feedback
Virtual Assistant
Workflow Management
Chatbot
For Healthcare
For Sales
For eCommerce
Multi-Language
Predictive Analytics
Process/Workflow Automation
Virtual Personal Assistant (VPA)
Boolean Queries
Document Filtering
Graphical Data Presentation
Language Detection
Predictive Modeling
Sentiment Analysis
Summarization
Tagging
Taxonomy Classification
Text Analysis
Topic Clustering

Customer Support Tickets Analytics Reviews

Overall
5/5
Ease of Use
5/5
Customer Service
5/5

Showing Most Helpful

Showing 4 of 4 reviews

Showing Most Helpful

Showing 4 of 4 reviews

Sort by:

Filter By:

Rating
Company Size
Reviewer's Role
Length of Use
Frequency of Use
Patrick A.
Director of Client Services
Computer Software, 51-200 employees
Used the software for: Less than 6 months
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
September 20, 2018

“Exactly what we have been looking for!”

OverallWe have been capturing tons of support ticket data for years but never had a succinct way to drill, visualize and extract until now. The default modelling is very powerful, I just pointed to our CRM and once the model processed the data we had great insight. Now that we have some more specific models built we can finally leverage this archive of data as well as track trends, monitor performance of new software and hardware releases. It even associates the CSAT scores of each agent to very granular subsets of data. It would be hard to imagine going back to the old, tedious and inaccurate ways we used to extract data in the past. Excellent work by the team at CX Moments!
ProsEasy to set up - the default data model was much more powerful than expected. Easy to build specific models and datasets Correlation of CSAT scores tied to very granular segments within our products Will also be used by our developers and our product teams to track effectiveness of feature releases etc.
ConsThis section was difficult to populate. You have to contact them to create a user, but they are very responsive and helpful. It's a bit light on the knowledge base content, but again they are very responsive and helpful.
Reviewer Source 
Source: Capterra
September 20, 2018
Hilary C.
Director of Customer Experience
Online Media, 11-50 employees
Used the software for: Less than 6 months
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
July 9, 2018

“Very easy to understand, and helpful to my business”

OverallCustomer feedback
ProsIts easy to navigate through the system, and find the information you are looking for. It so far has been the best product for my team to get information about our users effectively.
ConsTakes a little time for the product to analyze your data - but well worth it. So far I wouldn't really change anything.
Reviewer Source 
Source: Capterra
July 9, 2018
Russell H.
Technical Support Engineer
1001-5000 employees
Used the software for: 6-12 months
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
July 10, 2018

“Great product allows us to quickly an efficiently what customers are saying about our products.”

OverallQuick ad efficient data analysis.
ProsCxMoments takes vast amounts of data and turns it into actionable information without the need to pull up each case individually.
ConsLack of tutorials stings at first but once you get used to navigating the options it will become second nature.
Reviewer Source 
Source: Capterra
July 10, 2018
Kobus B.
E-Colls Manager
Financial Services, 201-500 employees
Used the software for: Less than 6 months
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: Capterra
July 9, 2018

“Helps a lot with performance management”

ProsCentralized view of entire FreshDesk plus the ability to report on issues raised plus the graphics that be used in reporting
ConsSome features would be helpful like selecting a status to be able to report on tickets generated per status. Current open tickets as an eample
Reviewer Source 
Source: Capterra
July 9, 2018