In today’s marketplace, consumers demand 24/7 high-quality service across a variety of contact channels – voice, chat, social media, text, and email to name a few. Gone are the days when responding to consumer affairs inquiries via paper mail would suffice. Customer satisfaction, and ultimately brand loyalty, are based on engagement within minutes. We live in a world where one unanswered Tweet can make or break the success of a CPG brand.
At Inktel, world-class customer service has no boundaries. We hire, train, and continuously develop our teammates to view every interaction as an opportunity to make a difference in someone’s life.
In addition, our CPG solutions provide clients with the insights, analytics, and consumer trends necessary to make real-time business decisions. We help clients expand their competitive advantage, respond to recurring feedback, and prevent product recalls.
Discover the results we’ve generated for major CPG brands through our case studies.
- 24/7 centralized, omni-channel customer service — voice, chat, social media, mobile SMS, email. etc.
- Omni-channel retention and loyalty programs
- Reputation management
- Multi-lingual representatives
- Peak season support
- Dedicated Account Executive who serves as client’s primary point of contact
- Ongoing business reviews and continuous improvement initiatives
- Proprietary Inktel Communication Exchange (ICE) Software Suite
- Integrated, omni-channel technology — voice, chat, social media, mobile SMS, email, etc.
- Customer management / CRM
- Full transparency and online reporting portal
- Interactive voice response (IVR)
- Quality recording
- Workforce management
- Program performance management
- Knowledge base