Despite a clear need for omnichannel experiences, only 4% of CG executives say their organizations have a fully realized omnichannel sales and service strategy. If you’re not part of that 4%, you could be missing out on a huge opportunity: When customer service gets an upgrade across every channel, service turns into a revenue stream. AI helps make operations more efficient, improve customer experiences, and create new opportunities for upselling or cross-selling.
Start by supporting your agents with chatbots and virtual assistants that can handle routine customer queries and support issues. Then use AI to create call summaries with clear insights, automate action plans with next steps, generate customer emails and service replies, and make order recommendations and summaries. This frees up human agents to focus on more complex issues as well as offer white-glove service. What’s more, AI can analyze data for patterns and predict cross-selling opportunities, so agents can recommend additional products or services to customers, leading to increased revenue.
In the field, AI can predict potential customer service issues and alert america phone number list field reps so they can address issues before they become problems. This keeps customers happy and relationships strong. And, whether you’re serving customers or consumers, your agents and field reps should have access to all your customer data so they can offer the best service experience.
Pro tip: Connect your service teams with the same data used by your sales team for seamless omnichannel execution, whether in a retail store or a call center. Linking data also helps sales reps stay aware of equipment issues, product shortages, or missed deliveries so they have answers before walking into a sales call.
Use these consumer goods industry trends to achieve profitable growth
CG brands are looking to deliver profitable growth in 2024. To do that, they’ll need to use their data, build brand relevance, and unlock efficiencies. That means it’s time to embrace automation, AI, and your own trusted data to identify and address both sticking points and opportunities. Start by identifying areas for improvement across your organization, then apply the actions above to help move the needle.