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
Product support
Create an omnichannel strategy for inquiries, registrations, and warranties
Product insights and analytics
Leverage speech and text analytics to decode business insights
Product recalls
Tap into a team with over 40 years of experience handling recalls
Foreign objects and adverse events
Offer high empathy support for sensitive issues
Solutions for every stage of the customer lifecycle
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
Business problems
Ecommerce product subscription enrollment
Solutions
- Lead generation experts
- Digital experience
- Data + analytics
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
Bill
Business problems
Ecommerce invoices
Solutions
- Billing professionals
- Digital experience
- Intelligent automation
- Data + analytics
Business problems
Product rebates
Solutions
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
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
Retain
Business problems
Ecommerce member cancellations retention
Solutions
- Retention professionals
- Data + analytics
Business problems
Voice of the customer (VOC) insights
Solutions
Business problems
Online reputation management
Solutions
Business problems
CSAT and NPS® surveys
Solutions
- Data + analytics
- Digital experience
- Intelligent automation
Business problems
Loyalty program member offers
Solutions
Raising the bar on performance, trust: evolving HGS partnership with a Fortune 200 consumer goods company
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.
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).
A new and improved customer experience
Discover how we’re digitally transforming consumer packaged goods (CPG) companies
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.
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40 Years Experience Working with the
World’s biggest CPG companies
Industry-related case studies
