Real Results with MAI Voice
About the Client
Accurate Reporting with Data Management Technology
Customer Profile
Del Monte Fresh Produce and Mann’s operate national consumer brands with a steady flow of customer inquiries across phone, email, web forms, and social media. Their teams needed consistent, brand aligned customer support that could scale during peak seasons without increasing internal staffing or sacrificing response quality.
Market
U.S. Market
Challenge
They needed a way to improve response speed, maintain brand consistency, and deliver clear answers to consumers across voice, email, social, and mail without expanding their internal support team or losing control of quality and reporting.
Expertise in Customer Services Omnichannel Services
Success with MAI Voice's Call Center Services
Scenario
Omnichannel Customer Support for Consumer Goods and Agriculture Brands
In April 2021, Del Monte Fresh Produce and Mann’s engaged external support to modernize their consumer affairs operation and create a more efficient omnichannel contact center.
The goal was to centralize consumer inquiries, streamline response workflows, and ensure every interaction met brand standards while supporting customers across multiple communication channels. Speed, accuracy, and consistency were critical, especially during seasonal volume spikes common in food and agriculture industries.
Solution
Embedded Omnichannel Contact Center for Food & Beverage Customer Service
MAI Voice implemented an omnichannel support model that functioned as an extension of the client’s internal team. Our agents were trained on brand guidelines, consumer affairs processes, and response standards to ensure a seamless experience across all channels.
The solution included IVR setup, CRM-based ticketing, inbound voice support, email and web inquiry handling, social media monitoring, and coupon fulfillment by mail. All consumer interactions were tracked and managed through a centralized ticketing system, giving the client full visibility into volume, trends, and response times.
Benefits Summary
Scalable Consumer Support with Brand-Aligned Results
- Faster response times across voice, email, web, and social channels
- Reduced handle times and wait times for consumer inquiries
- Consistent, brand aligned responses that protect reputation
- Lower internal workload for consumer affairs teams
- Centralized reporting and visibility into consumer trends
- Flexible support during seasonal spikes without added headcount
By operating as a seamless extension of the client’s team, MAI Voice helped Food & Beverage brand deliver reliable, high quality consumer support while maintaining control, efficiency, and brand consistency across every interaction.