The Next Level Product Support with Visual Engagement

Church & Dwight, one of world’s the fastest-growing FMCG companies, worth over $4.9 billion. Each year, roughly 40% of their consumer product sales come from new innovations. By introducing new products every year and maintaining a high-quality service threshold, their customer service teams are continuously challenged to manage record-breaking call volumes (over 250,000 customers supported every year) and support more customers while staying up to date on all their products and innovations. In order to continue their top service and customer satisfaction, Church & Dwight partnered with TechSee to implement cutting edge customer support technologies.

The Visual Engagement Difference

Church & Dwight introduced TechSee’s live video and augmented reality platform, turning their call center into an interactive customer care support team. Their agents can see in real-time what the consumer is calling about. As a result they saw drastic improvements in their call centers, allowing the team to resolve issues faster and collect and provide product feedback expeditiously. This increased their ability to innovate and deliver new and improved products more quickly than their competitors. In addition, the use of TechSee contributed to cost savings by reducing the volume of returned products. For improving overall customer satisfaction and ROI with video technology and documenting their results, they won the 2023 Gold Stevie Award for Best Use of Technology in Customer Service!