Case Study: CPG
HGS and CPG leader achieve the CX WOW factor
HGS’s midwives, nutritionists, and specialized agents provide generous, award-winning support to parents and parents-to-be
This client trusts HGS to engage with consumers, learn from them and then suggest meaningful brand enhancements (like WhatsApp service). Throughout the partnership, HGS has continued to take on more responsibilities to improve CX. The company counts on HGS for innovation beyond what a traditional BPO provides (such as HGS’s participation in CX and Vision 2020 forums). By optimising CX through highly qualified people and a strategic perspective, HGS has helped our client partner both earn new consumers and build brand loyalty.
Additionally, HGS offer tools, CX insight, and qualified, connected employees who bridge the gap between the very human goals driving families purchasing the client’s products and the science, logistics, and business acumen that make the client so successful. On this care line, the focus is always on CSAT rather than AHT. Both HGS and our client’s goals extend beyond sales – as these aligned companies invest in research and continuous improvement ensuring the best possible starting point for every baby’s life.