Food and beverage products present unique contact center challenges. With questions on ingredients, purchase locations, recipes, promotions, shelf life, and more, combined with challenging complaints and potential social media virality, consumers often raise difficult issues. While government regulation is not as much a part of the day-to-day as in healthcare, it remains an important consideration. With experience ranging from frozen specialty to meat processors, dairy, natural foods, snacks, ingredients, to wine and spirits, the Stafford Team brings an unparalleled level of expertise to our clients.
From natural food startups to Fortune Global 500 corporations – more than 100 Food & Beverage brands trust Stafford with their consumer engagement!
A Complex Business
SKU proliferation has long been a challenge for food manufacturers, but today’s brands face unprecedented challenges in addressing the North American food market. Consumer tastes are diverse and changing! Is your product paleo? Vegan? Atkins? Vegetarian? Gluten free? At the same time the retail landscape is changing – different grocery formats, club stores, mass, convenience, and e-commerce all may require different SKUs, and of course promotions and individual retailers will require other variants. When you add it all up, it is a recipe for complexity, not just for your supply chain but for your consumer!
When a global CPG manufaturer needed expertise to handle their most complex escalated contacts, they turned to Stafford.
An effective contact center simultaneously delights consumers, captures accurate data, follows processes, and delivers on performance targets. Delivering on brand promise is what consumers and our clients expect. We typically support food & beverage brands in five ways: