Customer Experience Management in Manufacturing

Sitel Group® delivers leading customer experience (CX) solutions to 70+ manufacturing customers across the globe, including those in consumer electronics, business equipment and consumer goods. Our customers rely on the strategic sales and retention support we deliver to drive revenue growth, efficient back-office solutions and customer-centric technical expertise that increases lifetime customer value. Our innovative technology and data analytics ensures consumers can depend on the superior service they expect and deserve from their favorite brands.

Customer Experience Management Services for Manufacturing Brands

Customer Service
Best-in-Class Experiences
Best-in-Class Experiences
Customer Service
Whatever the channel and whatever the issue, give your customers an experience they’ll remember for the right reasons – a positive emotional connection combined with a rapid resolution.
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Technical Support
Being There for Customers
Being There for Customers
Technical Support
Fast service for customers with technical questiions.
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Back Office Support
Creating Efficiencies
Creating Efficiencies
Back Office Support
A customized approach to back office services that are an extension of your brand.
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Payment and Billing
Secure Solutions
Secure Solutions
Payment and Billing
Secure your brand reputation along with your customers’ credit card data with security and fraud detection solutions.
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Analytics
Data-Driven Approaches
Data-Driven Approaches
Analytics
Capture your CX and expectations at each interaction.
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Chatbots
Automated Support
Automated Support
Chatbots
Give your customers access to fast, friendly service 24/7.
Read on
Best-in-Class Experiences
Customer Service
Whatever the channel and whatever the issue, give your customers an experience they’ll remember for the right reasons – a positive emotional connection combined with a rapid resolution.
Read on
Being There for Customers
Technical Support
Fast service for customers with technical questiions.
Read on
Creating Efficiencies
Back Office Support
A customized approach to back office services that are an extension of your brand.
Read on
Secure Solutions
Payment and Billing
Secure your brand reputation along with your customers’ credit card data with security and fraud detection solutions.
Read on
Data-Driven Approaches
Analytics
Capture your CX and expectations at each interaction.
Read on
Automated Support
Chatbots
Give your customers access to fast, friendly service 24/7.
Read on

Your Challenge

Manufacturers are accelerating their efforts to create regional supply networks to get closer to end consumers.

Due to the rise of online shopping and the direct-to-consumer (D2C) business model, manufacturers can now bypass the middleman and connect with customers through an omnichannel strategy, including voice, live chat, website, FAQs and social media.  This approach creates self-service opportunities that build stronger consumer relationships and enhance customer loyalty.

How We Can Help

Your Challenge

According to Deloitte, manufacturers generate 40-50% of their overall profit from services making service delivery a critical element in enhancing customer satisfaction and revenue generation.

Strategic investment in the right post-sale service is key to forging long-term customer relationships that enable cross-selling and upselling opportunities and generate positive word of mouth.

How We Can Help

Your Challenge

The way that consumers interact with products in today’s high-tech world has introduced a valuable opportunity for manufacturers to access more information about their customers than ever before.

Advanced data analysis enables improved customer understanding and allows manufacturers to pre-empt potential product problems and predict when services will be needed. This allows for more natural conversations between brands and their customers to enhance products and develop new services, leading to revenue-generating opportunities and increased topline growth.

How We Can Help

Your Challenge

Emerging technologies related to connectivity, data-driven decision making, improved efficiency and production optimization are driving digital transformation in the manufacturing industry. The Fourth Industrial Revolution represents a singular opportunity for manufacturers to positively impact the way their customers live, work and interact.

Manufacturers that capitalize on technologies such as AI will enjoy the benefits of reduced delivery costs while creating loyal customers via efficient support through the lifecycle of the product.

How We Can Help

  • Technology agnostic, Sitel Group® identifies and develops solutions tailored to your unique needs
  • A leader in AI, Sitel Group has the skills you need to create human-like connections through digital solutions
  • Experts in offering immersive training to engage learners with virtual and AR experiences

The manufacturing industry has seen a significant shift in consumer demand driven by the impact of the COVID-19 pandemic. Customers are now seeking value propositions and solutions that support a dramatically different lifestyle, driving demand for computers and peripherals. Likewise, sales of digital health solutions spiked.

But as the demand for manufactured goods, and in particular, consumer electronics, increases, so does the need to support consumers in their use – be it answering initial inquiries or troubleshooting potential post-purchase issues. This presents manufacturers with the opportunity to build and take control of the customer experience (CX) in ways that have not been possible previously.

Customer experience is the route to differentiation in the manufacturing marketplace and the key to creating a long-term value proposition for consumers.

Your Partner for Best-in-Class Customer Experience in Manufacturing

70+

Manufacturing Brands Supported

9,095

Agents Supporting Manufacturing Customers

44 NPS

Manufacturing Customers