How to improve customer experience in the manufacturing industry

The manufacturing industry is a critical sector that plays a vital role in the economy. It's responsible for producing essential goods and services for our daily lives. However, in recent years, the industry has undergone significant changes, and companies are now facing increased competition and pressure to meet the demands of consumers. To remain competitive, manufacturers must focus on building a better customer experience (CX). In this blog, we'll discuss how manufacturers can improve their customer experience and stay ahead of the game.

Key focus areas to elevate manufacturing customer service

Product quality and reliability

Ensure that products are manufactured to the highest standards and meet customer expectations in terms of performance, durability, and safety.

Communication and responsiveness

Offer instant live chat support to assure your customers that you're there when they need you and give them the convenience of chatting with your business from their preferred instant messaging (IM) channels like Facebook Messenger, Instagram, Whatsapp, and Telegram.

Product customization

Offer customized products and services to meet specific customer needs and preferences.

Supply chain management

Streamline the supply chain and logistics to ensure timely product delivery and minimize customer experience disruptions.

After-sales support

Provide comprehensive after-sales support, including technical assistance, maintenance, and repair services, to ensure customer satisfaction and long-term loyalty.


Leverage digital technologies such as Artificial Intelligence (AI), automation, and big data analytics to improve the customer experience and create new value for customers.

Employee engagement

Invest in employee training and development to ensure that employees are engaged, motivated, and equipped to deliver a positive customer experience.

Trends driving manufacturing customer service

Create better and smarter products

Nowadays, CX for manufacturers isn't only about what happens after the purchase; pre-purchase is equally essential. Manufacturers need to invest in R&D and create better products focused on satisfying the demand of their customers.

Omnichannel engagement

Customers expect manufacturers to be accessible through online, mobile, and in-person channels. This requires manufacturers to have a seamless, integrated approach to customer engagement across different platforms.

Visual appeal

Leverage technologies like augmented reality (AR) and virtual reality (VR) to give customers a better look and feel of the product and create a wholesome experience for them.


Customers are becoming increasingly conscious of the environmental impact of products and are looking for manufacturers that prioritize sustainability. This includes reducing waste and emissions, using sustainable materials, and implementing eco-friendly practices.

Supply chain

An efficient supply chain enhances product availability, reduces delivery times, and offers transparency, all of which contribute to an improved manufacturing customer service experience.

Artificial Intelligence (AI) and automation

Customers expect manufacturers to use technology such as AI and automation to improve their experience. This includes chatbots, AI-powered customer service, and more.

Elevating manufacturing customer service with Zoho SalesIQ

As we've seen, customer experience is the key for any manufacturer to not just survive but thrive against cutthroat competition. Zoho SalesIQ is the perfect tool for any business in the manufacturing industry, giving them that competitive edge. It provides a centralized platform to manage sales inquiries and interactions with customers, streamlining the sales process and enabling manufacturers to respond more efficiently to customer needs. SalesIQ also offers real-time insights into customer behavior, helping manufacturers understand their customers' needs and preferences so they can tailor their sales and marketing efforts accordingly.

You don't have to take our word for it, listen to one of the biggest manufacturers in India, Mahindra & Mahindra, to learn how SalesIQ enhanced customer experience for them.

Stay tuned for our forthcoming blog, delving deeper into how SalesIQ can enhance your manufacturing customer service journey. Dive into the world of enhanced manufacturing customer service with SalesIQ today.


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