For CPG and FMCG brands, customer service defines the strength of your brand. Great products build loyalty, but one bad experience can damage a brand in seconds: a product that made someone sick, a promotional code that didn't work, or a D2C order that never arrived. How your consumer care team handles that moment decides whether the customer buys again, leaves a glowing review or shares a negative story online.
Fusion CX provides specialized consumer care for consumer packaged goods and fast-moving consumer goods brands. From routine product inquiries and loyalty program support to sensitive complaint handling, product recalls and regulatory reporting, we manage the full spectrum of consumer interactions with care and precision. Our agents are trained on your brand values, product portfolio and requirements such as FDA adverse event reporting guidelines and CPSC safety communication standards.
Every helpline call, product complaint and loyalty redemption is a critical brand moment. We also handle the stakeholders around the consumer, including retailers, trade partners, distributors and regulators, with a consistent brand voice and full compliance awareness. Multilingual helplines, social media monitoring and AI-powered complaint insight let you manage consumer relationships across every market through one retail partner.
Inquiries, complaints, recalls, D2C and loyalty, handled with care and full compliance awareness.
Product information, ingredient and usage questions, retailer stock availability and general brand inquiries across voice, chat, email and social.
Defined triage for serious health or safety complaints, with regulatory escalation and complaint documentation for MedWatch, CPSC, EFSA and other reporting.
Outbound recall notifications, inbound recall questions, refund and replacement processing, and regulatory communication support during recall events.
Quality, packaging, taste and performance complaints resolved with documented outcomes, plus CSAT surveys, NPS programs and closed-loop feedback for product teams.
Trade partner inquiries on availability, promotional compliance, delivery issues and invoice discrepancies that support your sales and trade marketing teams.
Order status, delivery, cancellations and returns, plus subscription save programs, failed payment recovery and win-back outreach to lapsed D2C customers.
Promo code, coupon and cashback queries, sweepstakes, loyalty points, redemptions and tiers, plus brand ambassador access codes and sample requests.
Real-time monitoring of brand mentions and safety posts, plus CRM hygiene, opt-in preferences and GDPR and CCPA data request processing.
A recall handled slowly or inconsistently becomes a brand crisis. Our four-stage response keeps it controlled.
Recall response teams can be activated within 48 hours of a confirmed recall decision, briefed on affected products, lot codes, scripts and escalation thresholds.
Proactive calls, emails and messages reach affected consumers and retailers, explaining the issue clearly and what they should do next.
Agents answer recall questions, capture incident details and process refunds or replacements, escalating any health or safety reports immediately.
Structured documentation supports regulatory reporting, and post-recall feedback shows how consumers feel, so your brand can rebuild trust faster.
Omind AI gives CPG brands a view into consumer sentiment and product performance that most contact centers never surface.
Processes helpline and complaint data to identify trending product issues, emerging adverse event patterns and regional clusters before they escalate.
Scores 100% of consumer interactions against brand standards, compliance requirements and empathy benchmarks, so every response reflects your brand values.
Unifies consumer interactions across voice, chat, email, social and messaging into a single view, keeping consumer history consistent and reducing repeat contact frustration.
The infrastructure, languages and regulatory awareness to manage consumers at global scale.
Coverage in 28 languages, including Spanish, French, Portuguese, Arabic and Mandarin, without local builds.
Round-the-clock helplines across time zones, because complaints don't follow business hours.
Agents trained in adverse event reporting, complaint escalation and FDA and EFSA frameworks.
Order, subscription and direct consumer support that grows as your brand moves direct-to-consumer.
Capacity for launches, promotions and recalls without fixed cost commitments.
Business continuity across 40+ centers in 13 countries, covering North America, Latin America, Europe, Middle East and APAC.
Work that shows how Fusion CX supports consumer-facing brands beyond the helpline.
Multilingual, multimarket and regulatory-aware. Tell us about your brands and markets, and a CPG CX specialist will follow up with a scope and pricing.
Perspectives on recalls, promotions and consumer insight for CPG brands.
The questions consumer goods brands ask us most often.
Fusion CX provides inbound consumer inquiry handling, product complaint and feedback management, adverse event intake and triage, product recall communications, D2C order and subscription support, returns and refunds, promotional campaign support, loyalty program management, regulatory complaint documentation, social media monitoring and consumer database management.
We operate tiered complaint handling protocols that distinguish standard product feedback from serious adverse events. Agents follow brand-specific escalation trees that identify when a contact needs immediate transfer to your quality, medical or regulatory teams, with documented intake procedures aligned to FDA and CPSC reporting requirements.
Yes. We provide recall response support including proactive outbound consumer notification campaigns, inbound recall inquiry handling, refund and replacement processing, regulatory communication support and post-recall feedback collection. Recall response teams can be activated within 48 hours of a confirmed recall decision.
Yes. We support subscription boxes, auto-replenishment, subscribe-and-save and D2C recurring purchase programs across food and beverage, personal care, household, health and wellness, and pet care brands. Our teams handle enrollment, modifications, failed-payment recovery, cancellation save programs and proactive subscriber retention outreach.
Yes. We provide full D2C consumer support, including order management, subscription and auto-replenishment support, returns and refunds, promotional and coupon handling, and loyalty program support, integrated with Shopify, WooCommerce, Magento and other D2C platforms.
We run brand immersion training for every CPG program, covering tone of voice, approved vocabulary, product knowledge, complaint handling philosophy and communication values. AI QMS monitors 100% of interactions for brand alignment, and regular coaching reinforces correct brand representation throughout the engagement.
Yes. Fusion CX delivers CPG consumer care in 28 languages from 40+ delivery centers in 13 countries, supporting global CPG brands across North America, Europe, Latin America, the Middle East and Asia Pacific through a single outsourcing partner.
