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Industry: Consumer packaged goods

Customer experience is just as important as your products and packaging


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

Our areas of expertise

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Product support

Create an omnichannel strategy for inquiries, registrations, and warranties

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Product insights and analytics

Leverage speech and text analytics to decode business insights

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Product recalls

Tap into a team with over 40 years of experience handling recalls

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Foreign objects and adverse events

Offer high empathy support for sensitive issues

Solutions for every stage of the customer lifecycle

EngageBuyBillCareRepairRetain
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Engage

Business problems

Design a digital CX and journey that is human

Solutions

  • Consumer journey mapping and design workshops
  • Data + analytics

Business problems

Shopper lead generation (online and bricks-and-mortar)

Solutions

  • Lead generation experts
  • Digital experience
  • Data + analytics

Business problems

Brand awareness

Solutions

  • Digital marketing experts
  • Data + analytics

Business problems

Brand reputation

Solutions

  • HGS EPIC™ Social Care

Business problems

Ecommerce product subscription enrollment

Solutions

  • Lead generation experts
  • Digital experience
  • Data + analytics

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HGS helps client partner rekindle retail success

Read more

Buy

Business problems

In-store or online purchase

Solutions

  • Sales professionals
  • Digital experience
  • Data + analytics

Business problems

Increase average order values

Solutions

  • Sales professionals
  • Digital experience
  • Data + analytics

Business problems

Decrease shopping cart abandonment

Solutions

  • Sales professionals
  • Digital experience
  • Data + analytics

Business problems

Personalizing offers

Solutions

  • Sales professionals
  • Digital experience
  • Data + analytics

Business problems

Loyalty program membership enrollment

Solutions

  • Sales professionals
  • Digital experience
  • Data + analytics

Business problems

Product coupon and sample fulfillment

Solutions

  • HGS business process optimization

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Regional bank realigns for growth with a CX modernization roadmap

Read more

Bill

Business problems

Ecommerce invoices

Solutions

  • Billing professionals
  • Digital experience
  • Intelligent automation
  • Data + analytics

Business problems

Product rebates

Solutions

  • HGS business process optimization

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Reducing costs for a next generation consumer affairs program

Read more

Care

Business problems

Customer care and product insights

Solutions

  • Customer care ambassadors
  • Digital experience
  • Intelligent automation
  • Data + analytics

Business problems

Product questions, complaints, suggestions, and inquiries

Solutions

  • Customer care ambassadors
  • Digital experience
  • Intelligent automation
  • Data + analytics

Business problems

Foreign objects and adverse events

Solutions

  • Customer care ambassadors
  • Data + analytics

Business problems

Loyalty program support

Solutions

  • Customer care ambassadors
  • Data + analytics
  • Digital experience

Business problems

Product registration

Solutions

  • Customer care ambassadors
  • Digital experience
  • Intelligent automation
  • Data + analytics

Business problems

Online and subscription order management

Solutions

  • Customer care ambassadors
  • Digital experience
  • Data + analytics
  • Intelligent automation

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HGS and CPG leader achieve the CX wow factor

Read more

Repair

Business problems

Returns, exchanges, and cancellation management

Solutions

  • Retention professionals
  • Digital experience
  • Data + analytics

Business problems

Lost or damaged product

Solutions

  • Retention professionals
  • Digital experience
  • Data + analytics

Business problems

Troubleshooting

Solutions

  • Technical support professionals
  • Digital experience

Business problems

Warranty and recalls

Solutions

  • Customer care professionals
  • Digital experience
  • Intelligent automation

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Saving 62% of damage claims, boosting CSAT for lawn and garden products leader

Read more

Retain

Business problems

Ecommerce member cancellations retention

Solutions

  • Retention professionals
  • Data + analytics

Business problems

Voice of the customer (VOC) insights

Solutions

  • Data + analytics

Business problems

Online reputation management

Solutions

  • HGS EPIC™ Social Care

Business problems

CSAT and NPS® surveys

Solutions

  • Data + analytics
  • Digital experience
  • Intelligent automation

Business problems

Loyalty program member offers

Solutions

  • Data + analytics
  • Marketing analytics

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Raising the bar on performance, trust: evolving HGS partnership with a Fortune 200 consumer goods company

Read more

We help you create unforgettable customer experiences

Regulatory risk, mergers and acquisitions, slowing international trade, constant need to innovate, environmental and sustainability concerns, and a changing retail landscape make it challenging to move your business forward with confidence. HGS works with clients to make them more competitive, including providing unforgettable customer experiences with our cognitive contact centers and EPIC™ Social Care solution, and using data from the HGS PULSE analytics platform to improve products and services.

Create a digital experience that is human-centric and easy to navigate

Our approach is to create memorable moments across the entire consumer journey using innovative solutions designed to personalize, engage, resolve, and predict future needs.

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HGS empowers retailer with more actionable VOC survey analytics

A retailer in the business of sophisticated sound systems employs today’s analytics to stay in step with the voice of their customer (VOC).

Learn more

A new and improved customer experience

Discover how we’re digitally transforming consumer packaged goods (CPG) companies

Link to: Raising the bar on performance, trust: evolving HGS partnership with a Fortune 200 consumer goods company
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Case study

Raising the bar on performance, trust: evolving HGS partnership with a Fortune 200 consumer goods company

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Whitepaper

Innovating analytics in customer care beyond the voice of the consumer

Link to: HGS helps client partner rekindle retail success
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Case study

HGS helps client partner rekindle retail success

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E-book

Top 10 CX trends of 2020

Scaling to support 19 brands

Through digital transformation

How do you create a true omnichannel solution?

With a customer service solution that includes, voice, chat, text, and social media, discover how HGS is unifying customer engagement.

Learn how

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40 Years Experience Working with the

World’s biggest CPG companies

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Industry-related case studies

Reimagined digital customer experience results in increased revenue, retention, and appointments

Stacking strategies for transformational CX

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HGS’s global partnership provides exceptional social care for a multinational Fortune 500 CPG company

Providing cost savings and lead generation support with social care for a Fortune 500 telecom leader in India

View all case studies

Global locations

USA • UK • Canada • India • Philippines • Jamaica • Australia • Colombia

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