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.
3%
of manufacturers are confident in the current state of the customer experience
(Source: Salesforce manufacturing 2024)
64%
of customers prioritize brands that deliver a personalized experience
(Source: Qualdrics 2025 consumer trends report)
14%
of manufacturers say improving CX is their number-one strategy
(Source)
A manufacturing customer experience that builds loyalty
Connecting in the right channel
27%
of consumers frequently use social media for customer service
A CX shaped by your customers
From supply chain challenges and inflationary pressures to wider economic uncertainty, the manufacturing industry continues to face difficulties. But don’t let those challenges disrupt your CX.
Stay ahead of changing customer preferences by knowing who your customers are, what they expect and how they want to connect. Can you give your customers what they need to solve their own problems and does your support empower them to get the most from 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
- Tech support as a service to ensure customers get the most from your products
- RPA for back office processes, leaving you free to focus on customers
Moving into new markets
74%
of manufacturers believe AI adoption will improve their CX
(Source)
Building a direct relationship demands data
Manufacturers have a huge opportunity to create 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
- Sales, retention and subscription services to help maintain your customer base
Empower your manufacturing CX with Foundever®
Related Certifications
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 give 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
+60
languages supported
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