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Freshpet enhances customer engagement with AI-powered chatbot and digital solutions

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Freshpet, a pet food supplier, emphasises building trust with customers for long-term success.

Lisa Diehl, Director of Consumer Care, recognised the need for a customer engagement solution to enable clear communication across all channels. The Emplifi Service Cloud platform and AI-powered chatbot named Scout were implemented to cater to a younger, tech-savvy audience and provide self-service options. The chatbot handles routine queries, allowing human agents to focus on more complex issues. This has resulted in a 39% reduction in calls for consumer care agents. Emplifi’s Social Marketing Cloud has also enhanced engagement with customers across platforms like TikTok, aligning with their digital transformation strategy. Diehl plans to continuously integrate technology to enhance customer service.

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Consumer Goods industry will surpass $15T globally by 2025. However the old business model of mass distribution is about to become obsolete. New Trends such as Digital Transformation, Millennials and Gen Z effect, Direct to Consumer and Post-Covid World are going to reshape the winning formula for the new era CG industry. ConsumerGeniuses.com is a content platform where we curate latest innovations and disruptions in the Top global trends in the Consumer Goods industry. ConsumerGeniuses is managed by IndustryGeniuses (A place where industries meet innovation). We are rolling out content platforms for the world’s hottest industries such as Food & Grocery Retail, Consumer Goods and Healthcare. Sign up to our weekly newsletter(s) and never miss out: https://signup.industrygeniuses.com/newsletter
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ConsumerGeniuses

Consumer Goods industry will surpass $15T globally by 2025. However the old business model of mass distribution is about to become obsolete. Digital Transformation, Millennials and Gen Z effect, Direct to Consumer and Post-Covid World are going to reshape the winning formula for the new era CG industry. Our weekly newsletter covers global innovations and disruptions in CG industry.

ConsumerGeniuses is managed by IndustryGeniuses (A place where industries meet innovation). We are rolling out content platforms for the world’s hottest industries such as Food & Grocery Retail, Consumer Goods and Healthcare. For each of these key industries, we support Tech Startups and Industry Disruptors as they roll out next generation digital initiatives.

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