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.
