Customer experience in manufacturing

B2B, B2C, B2B2C, D2C — there’s no single end-customer definition in manufacturing. Thankfully, with Foundever™ you always have a best practice approach to customer experience in manufacturing for meeting demands and capturing the insights your company needs to continue building its brand and customer relationships.

25%

of consumers prioritize self-service

39%

are ready to share data with brands

60%

expect a personalized CX

78%

quit a brand after a poor CX

A manufacturing customer experience that builds loyalty

Connecting in the right channel

30%

of customers use +3 CX channels

A CX shaped by your customers

Material and labor shortages, supply chain issues and economic pressures are disrupting your business. Don’t let it disrupt your customers by knowing where they are and how to connect with them.

But because customers have issues and questions around the clock, you should do more than add more channels. Give them what they need to help themselves solve their own problems and take control of the ownership experience.

How we help

  • AI and automation for building self-service that really meets customer needs
  • Omnichannel CX so customers can concentrate on the conversation, not the channel
  • RPA for back office processes, leaving you free to focus on customers

Moving into new markets

63%

of consumers have made a D2C brand purchase (source)

Building a direct relationship demands data

Manufacturers have a huge opportunity to connect directly with their customers and eliminate the middlemen. But that means having the tools and processes in place to make that direct connection. And that’s just half of the challenge.

You need data and insights to build a CX that makes a difference and to shape your products and services. And without the right data and analytics help, you risk second-guessing your customers and missing out on opportunities to build not just brand value but also your bottom line.

How we help

  • Data analytics that provide individual customer insights
  • Voice of the customer programs for aligning products with customer personas and guiding future R&D
  • Customer journey mapping for developing the optimum experiences whenever and however customers engage with you

Future success starts with a solid CX

Read our best practice guide to customer experience in manufacturing.

Related Certifications

PCI DSS
ISO 27001:2013 and ISO 27002:2013
SOC Type 1 and SOC Type 2

Working together to create a new manufacturing CX

Manufacturing brands have a huge opportunity to build market share, connect directly with customers and create stronger relationships. With the right partner, you can shape and deliver a CX that stands out from competitors and gives customers what they need at every step, from brand discovery to post-purchase support.

+70

manufacturing brands supported

9,095

agents supporting manufacturing customers

44 NPS

manufacturing customers

+40

languages supported

Empower your manufacturing CX with Foundever™

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Types of services or lines of business

Customer service

  • Issue resolution
  • Account inquiry
  • Order placement
  • Pre- and post-sales assistance
  • Product activation

Back office

  • Data entry
  • Order processing
  • Mail and fax processing
  • Scanning/imaging
  • Fulfillment

Other services

  • Revenue generation
  • Sales: Upsell and cross-sell
  • Technical support
  • Saves and retention
  • Knowledgebase
  • Web services and social media
  • Paid technical support