Consumer Packaged Goods

Balancing traditional retail and wholesale channels with the need to follow consumers online

Because CX Is Just as Important as Your Product


Solutions That Innovate the Consumer Goods Journey

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Consideration

  • Web and mobile experience design
  • Search engine optimization (SEO), search engine marketing (SEM), social media marketing (SMM)
  • Data-driven digital marketing and insights
  • Online reputation management
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Visit website or store

  • Virtual assistant for product or store locator
  • Back-office fulfilment for coupons or samples
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Buy, Order or Subscribe

  • Voice or chat with co-browse for D2C sales
  • Where’s my order SMS alerts
  • Self-service portal for subscription mgmt
  • Back-office for order processing and fulfillment
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Bill or Invoice

  • Voice for disputes management
  • SMS bill pay reminders
  • Automation for billing, invoicing, back office
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Use & Support

  • Self-service or mobile cam for product setup, installation and use instructions
  • “How-to” video development
  • Phone, click-to-call, and callback for recalls and adverse events
  • VOC analytics
Photo of image Warranty, Returns, & Recalls

Warranty, Returns, & Recalls

  • Phone or chat for warranty, returns, recalls management
  • Warranty analytics
  • Save the sale /returns reduction program
  • Back office for warranty claims mgmt.
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Review , Feedback, Loyalty Program

  • Text and speech analytics VOC
  • Social care and moderation
  • Auto re-order alerts
  • Loyalty program management
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HGS CPG Demo

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Consumer Packaged Goods

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Recall Support

SQF, ASQ, and HACCP certified

A proven process for adverse events and recalls quickly ramps new agents while adhering to regulatory requirements.

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Brand Loyalty

Voice, chat, SMS, social media management, video-based support

Achieve higher online sentiment ratings and NPS through brand promotion and detractor management strategies.

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Consumer Insight

Voice of the customer programs, dedicated data analysts, real-time analytics

Better business decisions are informed with data from the web, social media, and retailers—across  the path to purchase.

In the Market for a Better Customer Experience?

 

A New and Improved Customer Experience

Discover how we’re digitally transforming CPG companies

CPG

HGS Empowers Retailer with More Actionable VOC Survey, Analytics

All companies should be employing today’s analytics to stay in step with the voice of

CPG

Driving New Revenue, Efficiencies, and Industry-Leading CX

Driving New Revenue, Efficiencies, and Industry-Leading CX OBJECTIVE In the hyper

CPG

Solution Innovation and Employee Engagement Reduce Costs for Home Improvement Products Client

In 1990, a leading home improvement and building products company needed customer care

CPG

HGS and CPG Leader Achieve the CX WOW Factor

OVERVIEW AND OBJECTIVE With a company mission to make a difference in people’s lives

40 Years Experience Working with the

World’s Biggest CPG Companies

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Armed with our deep consumer packaged goods expertise, you can anticipate previously unidentified CX needs