{"id":2010,"date":"2022-04-20T12:00:00","date_gmt":"2022-04-20T04:00:00","guid":{"rendered":"https:\/\/www.wamp-it.com\/blog\/?p=2010"},"modified":"2022-04-22T10:58:59","modified_gmt":"2022-04-22T02:58:59","slug":"how-does-fmcg-business-benefit-from-helpdesk-solution","status":"publish","type":"post","link":"https:\/\/www.wamp-it.com\/blog\/how-does-fmcg-business-benefit-from-helpdesk-solution\/","title":{"rendered":"How does FMCG business benefit from Helpdesk solution?"},"content":{"rendered":"\n

Fast-moving consumer goods (FMCG) companies have big business in every country. They produce products like packaged foods, beverages, toiletries, candies, cosmetics, over-the-counter drugs, dry goods for the general public. Because of the number of their consumers and customers, they receive many questions, enquiries, and sometimes complaints. Handling these communications responsively and quickly is the key to satisfy customers.<\/p>\n\n\n\n

Email and phone call are NOT good enough<\/h4>\n\n\n\n

Nowadays, many FMCG brands are printing their customer service email address on the product packagings and websites, for customer communications. Some other brands only show a phone number for customers to call up their customer service team. However, many people complain that they NEVER get any response, or a delayed response after their first contact with the FMCG businesses.<\/p>\n\n\n\n

\"deal
Responsive service turns your frustrated customers into happy customers<\/span><\/em><\/figcaption><\/figure><\/div>\n\n\n\n

One reason causing such response delay is due to the work assignment and delegation process. When emails or phone calls are used, the customer service personnel who receive customers messages must first identify the relevant person-in-charge within the organization, then pass the task over.<\/p>\n\n\n\n

Secondly, since there are new customer requests coming in everyday, it happens that officers may not be able keep track of all unresolved requests until completion. In case officers fail to properly follow up customers requests, customers certainly will feel disappointed. Businesses suffer from loss of customer satisfaction and loyalty as a result.<\/p>\n\n\n\n

\"fast<\/figure>\n\n\n\n

Challenges faced by Customer Service<\/h3>\n\n\n\n

We understand from people in these roles that they regularly face problems including:<\/p>\n\n\n\n