Expand your Fast Moving Consumer Goods Business (FMCG)

To survive in the fiercely competitive FMCG market, your business needs to provide excellent customer service. Your business also needs to streamline company operations, increase the efficiency of resource allocations, and adopt omnichannel communication strategies.

ID Cloud, a unified call center solution for the fast moving consumer goods industry, will help your business connect with customers better, boosting brand loyalty while reducing overall operational costs. It will help you deal with large volumes of inquiries, resolve complaints faster, connect with retailers and dealers, and analyze user feedback to drive actionable insights. Your business will continue to flourish even more with the effective use of toll-free helpline numbers, increasing the end-of-the-year sales volume and profits.

Unleash the full potential of your FMCG business, maximize profit, and boost customer satisfaction rate with ID Cloud.

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Unlocking the Power of ID Cloud for FMCG Companies

Omnichannel Support

Your employees and agents can provide seamless service and support using multiple mediums, including phone, email, chat, SMS, and social media, from a single unified platform.

Automated Call Distribution

Redirect the calls from customers, retailers, and distributors of consumer goods industry to the most suitable agent. Calls can also be routed evenly among the available agents.

Interactive Voice Response

The blend of smart IVR and chatbots will allow your users to find answers to the most common queries. They can use the self-service option to find the right department.

Call Recording and Monitoring

Record the calls of clients, retailers, and distributors for quality assurance, training, and compliance purposes. You can use them to monitor agents and solve disputes faster.

CRM Integration

Sync your customer relationship management system with our contact center software for the FMCG companies to get a holistic view of client interactions and purchase histories.

Analytics and Reporting

Analyze the insights derived from multiple data points to get valuable inputs. You can use these reports to monitor agent performance, customer satisfaction, and other metrics.

Knowledge Base

You can create a centralized repository of basic enquiries, troubleshooting guides and FAQ’s. Your agents can use this knowledge base to resolve queries quickly and effectively.

Chatbot Support

Use the bots powered by artificial intelligence and centralized knowledge base to answer common queries, register complaints, and redirect customers to the most suitable support agents.

Escalation Management

Virtual agents can’t solve complex delivery and client issues. Our software’s escalation management option will filter these complex issues and direct them to high-level support staff.

Ticketing System

Convert all complaints and queries into tickets by integrating call center for consumer goods and helpdesk ticketing software. Agents can easily track these tickets to solve issues.

Drive Success in Consumer Goods Industry with ID Cloud

Market Research

Conduct surveys, gather customer feedback, and analyze market trends to develop proper marketing strategies for further development.

Order Management

Integrate with CRM and other FMCG industry apps to help your clients with placing, tracking, and even, cancelling orders with ease.

Complaint Resolution

Use the centralized knowledge base, ticketing system, and omnichannel support feature to resolve customer complaints quickly.

Loyalty Program

Create and manage loyalty programs for your promising retailers and distributors and answer their queries with priority using IVR and ACD.

Cross-sell and Upsell

Let your agents access relevant transactions and client information to suggest extra or higher-value products during their interactions.

Recall Management

Consumer good industry can use call recordings to communicate with customers to validate and manage product recalls without any dispute.

Key Benefits of Contact Center Solution for FMCG Industry

Enhanced Experience

Chatbot-supported assistance, integration of IVR with your toll-free number, and a ticketing system will help your business provide 24x7 support, leading to improved customer experience.

Increased Agent Productivity

FMCG industry contact center can automate repetitive tasks and create a knowledge base to answer common queries. It will free up your agents so they can handle more complex issues.

Optimal Resource Allocation

Use our automated call distribution, analytics, and CRM integration to efficiently manage your agents’ schedules and workload while allocating precious resources in the right places.

Operational Efficiency

FMCG companies can use multiple communication channels and sync relevant systems to our software to streamline customer support, delivery, inventory management, and other operations.

Data-driven Decisions

Sync Cloud ID with your existing CRM and third-party apps to analyze raw data and create insightful reports. These reports will help the relevant stakeholders make data-driven decisions.

Quality and Compliance

Real-time tracking and advanced analytics will ensure that the supply chain is managed properly to adhere to the quality assurance standards and comply with the safety regulations.

Scalability

Our call center solution for fast moving consumer goods is designed to adapt to the growing needs of business. You can scale up without worrying about the increasing customer support needs.

Cost Savings

Improved operational efficiency, smart resource allocation, and automation will reduce the wastage of human and monetary resources, leading your business to save a lot of money.

Enhanced Brand Loyalty

Round the clock availability, ticketing system, IVR, and toll-free number will help your agents resolve client queries and complaints quickly, making them even more loyal.

Innovate your FMCG customer service with our extensive call center solution. Reach out now to optimize operations!

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Contact us today to schedule a demonstration and know how our solution can benefit your organization.

    See Frequently Asked Questions

    What is a call center solution for FMCG companies?
    It’s a communication and customer support solution that will help answer client queries, resolve complaints, and build brand loyalty using various features, including IVR, ACD, omnichannel support, CRM integration, and more.
    Yes, our ID Cloud software for fast moving consumer goods industry seamlessly integrates with your existing order management system, allowing agents to place, track, and modify orders in real-time.
    Yes, the agents can access ID Cloud and its features using their mobile devices.
    It helps improve service by providing agents with immediate access to customer history, product information, and troubleshooting guides.

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