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Customer Support

Customer Support

CPGIO customer support services manage support needs across all channels, helping you keep a clean scorecard, which is of utmost importance to our eRetail partners.

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eCommerce Customer Support for a Better Customer Experience

Our customer service setup process includes the establishment of a new Zendesk module, handbook creation, canned answers, contact form routing, email configuration, onboarding, and internal training. During the general onboarding phases, a CSR manager will connect with your brand manager and internal CS team to establish any special configurations, policies, and parameters, which are then documented in our internal handbooks for CSR reference. With a buffet of customer service and support capabilities that can become a part of your organization or quickly integrate with current CS efforts

eCommerce Customer Support: Basic Customer Service

Our basic customer services Scope of service includes: where's my order, tracking, returns, refunds, and shopper checkout assistance. Other questions regarding ingredients, products, press, wholesale, and/or others are not covered. Standard hours: 9 am to 4 pm CST, M-F.

eCommerce Customer Support: Add-on Phone Support

Scope of service includes: call center and phone support with an 800 number, custom answering service, and callbacks.

eCommerce Customer Support: Add on-Extended Hours

Scope of service includes evening hour support, holiday support, faster SLAs, and weekend coverage.

Request a quote to learn how we keep customers coming back with our 22 customer service best practices that enhance the customer journey.

Customer Support Key Features & Benefits

Customer Support Optimization Services

Top Program

This services includes benchmarking, trackable KPI’s and measurable results.

Customer Support Account Managment

Project Manager Included

This service requires a dedicated project manager to track action items and timelines.

Online Store Customer Support Services

No Approvals Needed

Little to no red tape on this service as no approvals are required.

Featured Case Study

Built-In Fulfillment, Promotions & DTC Innovation

CPGIO, the exclusive Amazon 3P partner to McCormick, was awarded the D2C opportunity after 4 years of hard work. At the end of 2018, CPGIO launched shop.mccormick.com with built-in fulfillment, gift messaging, gift configuration, holiday bundles, subscriptions, and numerous other innovative D2C features.

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  • Maxine and Cat, Campbell's

    Impressed with CPGIO's ability to execute a DTC site both quickly and beautifully.

  • Jeff Whitehead, McCormick

    CPGIO was able to get 25K influencer orders out within 2 days for us.

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