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Customer Success · head to head

InMoment vs SmartKarrot

InMoment logo

InMoment

Customer Success

Enterprise experience management combining customer feedback, text analytics and case management, quote priced

From
On request
Rated
-
Full reviewWebsite
SmartKarrot logo

SmartKarrot

Customer Success

Intelligent Customer Success Platform

From
$15000/year
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: InMoment there is no published pricing anywhere, so a buyer cannot build a shortlist by cost without first entering a sales process with InMoment directly.; SmartKarrot the entry Basic plan starts at $15,000 per year and includes only 5 users
  • They diverge on capability: InMoment covers Multi-channel feedback collection, SmartKarrot covers Customer 360.
  • Prices and features above were last checked on 1 September 2026.

Where they differ

Only the attributes on which InMoment and SmartKarrot actually diverge.

Attributes where InMoment and SmartKarrot differ
AttributeInMomentSmartKarrot
Starting priceOn request$15000/year
Pricing modelquotesubscription
PlatformsWeb, iOS, AndroidWeb
FoundedUnknown2018

Identical on both: free tier (No), user rating (Not yet rated), category (Customer Success).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in InMoment

  • Multi-channel feedback collection
  • Text and sentiment analytics
  • Case management
  • Location-level reporting
  • Review site integration
  • API and CRM integration

Only in SmartKarrot

  • Customer 360
  • Health monitoring
  • Playbook automation
  • Success planning
  • Touchpoints tracking
  • Salesforce
  • HubSpot
  • Slack

What people use each for

The jobs each tool is most often brought in to do.

InMoment

  • A multi-location retail chain aggregating customer feedback and public reviews across hundreds of storesnot SmartKarrot
  • A hotel group needing case management so a bad review triggers a follow-up task for the right property managernot SmartKarrot
  • A healthcare system routing patient experience feedback to the relevant department automaticallynot SmartKarrot
  • A financial services company needing text analytics on open-ended feedback at a volume manual review cannot handlenot SmartKarrot

SmartKarrot

  • Tracking customer onboarding phases and account health for a SaaS businessnot InMoment
  • Segmenting accounts and users to target customer success playsnot InMoment
  • Reporting on customer success outcomes with embedded BI dashboardsnot InMoment

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

InMoment

  • There is no published pricing anywhere, so a buyer cannot build a shortlist by cost without first entering a sales process with InMoment directly.
  • It is built for high-volume, multi-location feedback programmes, so a single-location business or small team gets a platform sized well beyond its actual need.
  • Implementation and customisation require technical expertise, and reviewers note the platform can be expensive and complex to configure for a specific workflow.
  • Professional services are billed separately from platform access, so the effective first-year cost is typically higher than the ongoing annual platform fee alone.
  • It is easy to confuse with the catalogued Momen no-code product or with smaller customer feedback tools; InMoment is specifically enterprise-scale experience management, not a lightweight feedback widget.

SmartKarrot

  • The entry Basic plan starts at $15,000 per year and includes only 5 users
  • All plans are billed annually with no monthly option
  • Basic includes only 2 third party integrations, Growth 3 and Pro 4
  • Usage tracking is limited to 1 SaaS product on Growth and 3 on Pro
  • Growth, Pro and Enterprise plans are all Contact Sales with no published price
  • Basic support is email-based only, with a dedicated CSM starting at Growth
  • SmartKonversation call intelligence is a paid add-on rather than an included feature on Basic, Growth or Pro
  • SmartOps advanced AI trends is an add-on available only on the Enterprise plan
  • Additional Lite users are billed at $10 per user per month on top of the plan fee

Pricing, plan by plan

InMoment

On request
  • InMoment XI Platform$undefined/year
    • Priced by response volume, users and modules licensed
    • Separate line items for platform access and professional services
    • Entry-level configurations start in the low hundreds of dollars a month

SmartKarrot

$15000/year
  • Basic$15000/year
    • 5 included users
    • CRM functionality
    • Email and calendar integration
  • Growth$null/year
    • 10 included users
    • All Basic features
    • 1 SaaS product tracking
  • Pro$null/year
    • 25 included users
    • All Growth features
    • 3 SaaS products
  • Enterprise$null/year
    • Custom user count
    • Unlimited customization
    • 3+ SaaS products

Which should you pick?

Choose InMoment if

  • You need multi-channel feedback collection.
  • You work on Web, iOS, Android.
  • You also want text and sentiment analytics.
InMoment review

Choose SmartKarrot if

  • You need customer 360.
  • You also want health monitoring.
SmartKarrot review

Questions people ask

Is InMoment or SmartKarrot better?
Neither clearly leads. InMoment starts at On request and SmartKarrot at $15000/year, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, InMoment or SmartKarrot?
InMoment starts at On request and SmartKarrot at $15000/year.
Does InMoment or SmartKarrot run on more platforms?
InMoment runs on Web, iOS, Android. SmartKarrot runs on Web.
What is InMoment best used for?
InMoment is most often used for a multi-location retail chain aggregating customer feedback and public reviews across hundreds of stores, a hotel group needing case management so a bad review triggers a follow-up task for the right property manager, a healthcare system routing patient experience feedback to the relevant department automatically, a financial services company needing text analytics on open-ended feedback at a volume manual review cannot handle. Of those, a multi-location retail chain aggregating customer feedback and public reviews across hundreds of stores and a hotel group needing case management so a bad review triggers a follow-up task for the right property manager are not what SmartKarrot is typically brought in for.
What can InMoment do that SmartKarrot cannot?
InMoment covers Multi-channel feedback collection, Text and sentiment analytics, Case management, Location-level reporting. SmartKarrot covers Customer 360, Health monitoring, Playbook automation, Success planning.

Answered from the vendors’ own pages

InMoment: Does InMoment publish pricing?

No, every deployment is quoted individually based on feedback volume, users, modules and implementation scope.

SmartKarrot: How much does SmartKarrot cost?

SmartKarrot's Basic plan costs $15,000 per year for 5 included users with CRM, email and calendar integration, and 2 third-party integrations. Growth and Pro plans require contacting sales for pricing. Enterprise plans are customized based on organizational requirements.

Source
InMoment: What size of organisation is InMoment built for?

Large, multi-location consumer businesses in retail, hospitality, healthcare and financial services running feedback programmes at scale.

SmartKarrot: What support is included in SmartKarrot plans?

The Basic plan includes email-based support only. Growth and Pro plans include a dedicated customer success manager. Enterprise plans offer premium support tier with customized support levels.

Source
InMoment: Does InMoment include case management, not just survey collection?

Yes, flagged feedback routes into a case management workflow for frontline follow-up, not only reporting.

SmartKarrot: What are SmartKarrot's add-on services?

SmartKarrot offers optional enhancements including SmartKonversation (call intelligence), SmartOps (AI-powered trend analysis), and embedded business intelligence for reporting. These add-ons are available across plan tiers.

Source
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