CPG Customer Service

Develop a future-proof digital customer service strategy to accommodate consumers’ changing needs

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Overview

Customer Service in the CPG Industry

The modern consumer packaged goods customer experience is vastly different than it once was. Where in the past, CPG firms were focused on B2B sales and only had to worry about delighting retailers, today, a growing number of CPG brands have direct-to-consumer sales channels. While this shift has introduced new opportunities for growth and increased firms’ access to consumer data, it also means they must provide customer service on two very distinct fronts — and across multiple physical and digital channels. The increasing popularity of remote work adds a new wrinkle, challenging CPG firms to manage and support remote call center team members.

Understanding CPG Firms’ In-Person & Digital Customer Service Needs

In order to consistently deliver quality customer service to both retailers and end consumers, CPG brands require a full-service platform designed to support both in-person and digital customer service.

Such a platform should:

  • Unify customer data from multiple different systems and create a consolidated, 360-degree view of each end consumer, so that live agents can easily review relevant details and service history, quickly answer customer questions, and enhance productivity
  • Offer round-the-clock self-service functionality, so that both retail customers and end consumers alike can review product documentation, place orders, track shipments, monitor the status of open service requests, and more, all from the device of their choosing
  • Leverage the latest in digital customer service technology, including artificially intelligent chatbots capable of answering basic questions and resolving low-level issues
  • Automatically escalate issues that exceed self-service portal and chatbot capabilities to a live agent
  • Enable customer service representatives to easily access account information for specific B2B clients, including demand forecasts, merchandise planning, purchase histories, strategic roadmaps, and more
  • Empower service representatives to recognize upsell and cross-sell opportunities and notify sales teams through the appropriate channels
  • Help CPG firms support remote teams by equipping them with the tools they need and gain visibility into remote productivity by tracking the right call routing, handling, and resolution metrics

How Hitachi Solutions Improved CPG Digital Customer Service

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Why Hitachi Solutions?

With over 10 years of experience serving brands in the CPG industry and nearly 20 years working with the full Microsoft stack, Hitachi Solutions has the right combination of industry and technical expertise to help your firm develop and execute a comprehensive in-person and digital customer service strategy. We’ve even designed an entire practice around creating memorable experiences that enhance both B2B and B2C customer engagement and have earned over 40 Microsoft Partner of the Year Awards in recognition of our unique approach and proven results.

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The Journey to High-performance Customer Service

Are you on the right path for customer satisfaction?

Customer service in CPG and Retail is continually evolving. Companies are constantly looking for ways to make customer service a positive interaction, strengthen customer loyalty, and increase sales. They are continually seeking to elevate customer engagement and tweak processes for better results. Let Hitachi Solutions help your organization. Download our eBook today!

Completely Transform Your CPG Customer Service

Take the first step with our customer service workshop.

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