Case Study: Glassdoor achieves a unified view of the customer journey and real-time experience improvements with InMoment

A Unified View of the Customer Journey Drives Experience Improvement Across Functions

Glassdoor, used by thousands of employers to recruit and hire candidates, needed a unified view of the employer experience so teams across the company could monitor and improve the entire customer journey and act on feedback in real time.

By adopting InMoment, Glassdoor captures sentiment with microsurveys at key moments, integrates feedback with Salesforce so front-line teams can close the loop immediately, and uses advanced text and sentiment analytics plus customized dashboards to surface agent- and product-level insights. The solution lets teams prioritize fixes, optimize support, and identify product or design bottlenecks, turning feedback into measurable experience improvements.

Glassdoor