Zurich, Switzerland – August 28, 2023 – Mitto, a leading provider of global omnichannel communications solutions, will be attending Groceryshop, the leading convention for grocery and CPG brands, at Mandalay Bay in Las Vegas, Nevada, on September 19 through 21, 2023.

A pioneer in digital communications, Mitto will share the immense value of mature omnichannel engagement strategies with Groceryshop attendees. Mitto’s recent findings on consumer preferences reveal that CPG and grocery brands must adopt omnichannel communication tactics to meet rising customer demands.

In a post-pandemic world, chat apps and e-commerce have significantly reduced the value of brick-and-mortar stores. Due to social distancing and lockdowns, customers who previously saw D2C and digital purchases as luxuries now prefer or depend on them to obtain essential goods. As such, brand-consumer conversations via social channels and text messages, same-day deliveries, and curbside pickup are now the new normal.

Furthermore, two-thirds of the Gen Z demographic, having social media and text messages as inherent parts of their lives, prefer texting over email during e-commerce interactions.

The shift from in-person to online shopping and brand engagements has spurred rising customer expectations. Today’s shoppers demand prompt communications, speedy deliveries, and cohesive CX across all social channels. With 76% of Americans reporting that poor customer experience is worse than shipment delays, CPG and grocery brands must implement a mature omnichannel strategy to meet customers’ high standards.

 

Mitto found that compared to businesses with little or no omnichannel methodologies, brands that have adopted complete omnichannel strategies were:

  • 4X more likely to report extremely loyal customers
  • 3X more likely to report the customer experience they deliver deserves an “A”
  • 3X more likely to report significant revenue growth over the past year
  • 2X more likely to respond to customers in real-time or in less than an hour

 

Omnichannel marketing campaigns tailored to individual customers’ wants and needs foster direct connections and make them feel valued.

Two-way omnichannel communications allow CPG and grocery businesses to deliver personalized experiences across all platforms.

Leveraging chatbots and automated replies, brands can immediately reply to straightforward inquiries and reduce call center volumes. For complicated questions or concerns, customers will be seamlessly connected to live agents. According to Mitto’s findings, customer support teams that have executed complete omnichannel strategies are over two times more likely to improve self-service and optimize support. Omnichannel communications also alleviate agents’ workload and reduce call center costs.

 

Communications via digital channels also help grocery and CPG brands overcome the challenges of late deliveries and cart abandonment. Mitto’s research indicates that:

  • 91% of consumers believe that a good customer experience makes waiting for a product bearable
  • Nearly 75% of customers are likely to return an abandoned digital shopping cart when sent an SMS reminder

 

Mitto’s advanced omnichannel communication tools enable CPG and grocery brands to exceed customers’ high expectations cost-effectively. With pre-built no code solutions, Campaigns and Conversations, businesses can easily connect with customers for marketing campaigns and customer support. Mitto leverages our strategic global partnerships with MNOs to provide customers with prompt and dependable SMS communications in markets worldwide. Mitto’s AI-powered routing platform analyzes and prioritizes traffic to guarantee the fastest delivery speeds at the lowest costs.

Growsari, an eCommerce startup that helps over one million Filipino sari-sari stores (neighborhood mom-and-pop convenience stores) grow their revenues and manage their operations, reduced SMS costs by 30% without sacrificing quality or delivery rates with Mitto.

Mitto’s best-in-class omnichannel solutions allow grocery and CPG companies to overcome today’s biggest challenges, including meeting soaring consumer demands, attracting and retaining customers, reducing abandoned cart rates, and preventing churn caused by delivery delays, all while improving bottom lines.

Connect with Mitto’s team at Groceryshop to learn how their solutions maximize CPG and grocery business operations at scale.

 

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About Mitto: 

Mitto is a leading provider of global, omnichannel communications solutions, supporting business growth with advanced customer engagement technology and messaging enablement. Offering easy-to-integrate SMS, Voice, and Chat App APIs, next-generation business messaging, and end-to-end phone number management, Mitto’s platform ensures the world’s largest brands and MNOs are ready for what’s next. Follow Mitto on Twitter: @mittoglobal

 

Media Contact:

tyler@mitto.ch