Customer Interaction Solutions for CPG Companies
Consumer packaged goods (CPG)
companies have never faced a more competitive environment. The battle
isn’t just being waged in the hearts and minds of consumers. It is also
occurring in the channel as brands fight for store shelf space.
In addition, CPG companies face customer acquisition costs that are increasingly
expensive. To remain profitable, growth must be based on repeat
customers. Knowing the profiles and preferences of these customers
are critical to target marketing and successfully launching new
products.
An
efficient customer contact center provides a vital link between consumer
goods manufacturers and their consumers. In fact, the contact center may
represent the most direct link between the manufacturer and the
customer. As such, it presents a major opportunity to collect direct customer feedback that can be used
to drive product changes and act as an early warning system for issues with the potential for legal
liability.
Astute's contact center solutions can address the following issues that CPG companies
face:
-
Gaining insight into the market, consumer preferences and buying patterns
-
Capturing feedback quickly
and cost efficiently to test market new products, packaging, or
marketing campaigns
-
Mitigating risk and
identifying product and quality problems early
-
Handling a rapid increase
in contact volume caused by news reports or a product recall
PowerCenter™
provides call centers the ability to manage all consumer interactions,
whether the interaction is over email, chat, telephone, letter/fax, or
web form. PowerCenter’s advanced contact tracking, ease-of-use and
sophisticated knowledge management capabilities enable consumer goods
companies to ramp up agents quickly—especially valuable for companies
with seasonal peaks and valleys in call center volume.
Furthermore, our web-based solution, ePowerCenter™, can provide companies the ability to
capitalize on a non-traditional, flexible, remote workforce by establishing a
‘virtual call center’ for handling consumer inquiries.
Increasing Agent Efficiency and Effectiveness
PowerCenter’s
intelligent data hierarchy, screen pops, and FAQs guide agents through
the service process, providing them helpful prompts and information to
best assist the consumer. Agents can track requests for product
information, leverage FAQs and knowledge databases, and provide the most
relevant information for the caller to resolve the issue quickly and
accurately.
Our solution can be
configured to request information from other internal and external
applications and databases, empowering agents to provide real-time,
detailed product information to callers. This allows for the caller’s
issue to be resolved quickly and accurately which, in turn, leads to
greater customer satisfaction and loyalty. Knowledge databases help
agents to support a wide range of products and services and provide
added value to their callers. Guided responses and prompts can also lead
to upsell opportunities by providing agents with information about
targeted offerings or promotions—all with a minimal amount of training. In addition,
through PowerCenter’s skills-based routing capabilities, customer
inquiries can be routed to agents based on the agent's training,
expertise, and availability.
Reporting
PowerCenter’s
sophisticated reporting allows customer feedback to be analyzed and
distributed across the organization while threshold-based reporting
provides fast identification of issues affecting product quality. PowerCenter™ Business Intelligence provides
seamless integration of contact center data with in-house reporting
tools for an even greater understanding of customers. Surveys
The ability to
manage interactions across channels and assist agents with automated or
guided response is essential when breaking news creates a sudden spike
in customer interactions. PowerCenter’s outbound surveying capabilities
can even be used to proactively solicit customer feedback on product
introductions or changes.
Self-Service
Enabling customers
to solve their own service issues, create service requests, and request
literature can increase customer satisfaction while reducing the cost to
service these customers. Astute’s solutions including RealDialog and IVR solutions can be the basis for a self-service
solution for your company.
Benefits for Consumer Packaged Goods Companies
Improved Contact Center Performance
-
Reduces training times for agents
- Improves email response time
- Improves efficiency: the ability to handle large increases in consumer interactions while not
increasing staff
- Improves the contact center’s ability to build loyalty and drive product sales
- Results in elevation of contact center’s status within the organization and increased value
to business
Better Use of Information
- Increases the value of customer data to the organization
- Enhanced utilization of customer feedback to drive product decisions
- Rapid identification of product quality issues
- Improves visibility of consumer information across the enterprise
- Integrates data into one repository of information
- Support for email alerts drives product sales based on conditions specific to customers
Improved Company Performance
- Improves management decisions, particularly in the areas of marketing, purchasing, and
quality control
- Early warning and problem detection: identify and resolve crisis issues quickly through
automated e-mails
- System flexibility to support an rapidly growing and diversifying business
- Ability to quickly adapt to changing business and customer needs
Learn how The Scotts Company benefited from PowerCenter!
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