CX at the Wheel: How Folks Motor Is Redefining Customer Experience in Clean Mobility
In the dynamic world of electric vehicles (EVs), innovation alone is not enough. Customers need guidance, clarity, and most importantly—confidence. That’s where customer experience (CX) takes the wheel. At Folks Motor, a pioneering Original Equipment Manufacturer (OEM) in India, CX isn’t an afterthought. It is the starting point.
As Mr. Nikhil Anand Khurana, MD and CEO of Folks Motor, rightly says:
“At Folks Motor, we’re operating in a space where most customers are hearing about hybrid retrofit kits for the first time. This makes the customer experience not an afterthought, but a starting point. The moment someone wishes to explore HyB Cars or our Kits, we know we’re not just offering a product, we’re building trust in a new way of driving.
One of the biggest gaps we’ve had to bridge is awareness. Additionally, the 2023 Global Automotive Consumer Study by Deloitte notes that while there’s a growing interest in EVs, concerns about affordability, limited model choices within budget, and lack of information about EVs persist among Indian consumers. That’s where CX becomes our differentiator. From easy-to-understand consultations and hybrid demo drives to doorstep diagnostics and transparent upgrade options, every interaction is designed to answer, ‘Is this right for me?’
We’ve also seen the power of proactive service. Our customer support team doesn’t wait for complaints, they reach out post-installation, check battery health remotely, and even advise on ways to improve mileage. These touchpoints convert first-time users into brand advocates.
For us, great CX in clean mobility means simplifying the unfamiliar, personalising every step, and backing it with data. As the conversation around retrofitting gains momentum, we believe the real win isn’t just cleaner roads – it’s more confident, better-informed drivers.”
This philosophy forms the very foundation of Folks Motor’s approach. The company understands that for many customers, retrofitting their vehicles into hybrids or EVs is an entirely new concept. Therefore, creating a supportive and simplified experience becomes essential.
Awareness: The First Roadblock
Firstly, awareness remains a major barrier. Many potential EV users still do not know that hybrid retrofit solutions exist for manual transmission vehicles. Despite the rising interest in electric vehicles, people hesitate. According to the 2023 Global Automotive Consumer Study by Deloitte, concerns such as limited choices, unclear pricing, and insufficient information still dominate the Indian market.
That’s why Folks Motor begins with education. They offer clear, jargon-free consultations. Their team simplifies technical concepts, ensuring that every customer walks away with clarity. They also provide hybrid demo drives—a rare offering that gives users a first-hand feel of the technology before making a decision.
CX as a Trust-Building Tool
Trust is fragile—especially in a segment so new. Every miscommunication or delayed response can turn a curious visitor into a lost lead. At Folks Motor, the customer journey is carefully designed to prevent that.
It starts from the very first touchpoint. Whether someone contacts them online or through a demo drive, the process remains consistent and transparent. The doorstep diagnostics feature ensures that customers don’t have to disrupt their routine to understand the compatibility of their vehicle. Instead, the brand brings the service to them.
More importantly, post-installation support is not reactive—it’s proactive. The Folks Motor team doesn’t wait for issues to crop up. They follow up actively, check the vehicle’s battery health remotely, and provide actionable insights. This approach not only solves problems early but also instills a sense of care and reliability.
From Customers to Advocates
Customers don’t just buy a product. They buy experiences. Folks Motor recognizes this and leverages every interaction to create delight. As a result, first-time users don’t just stop at using the service—they become loyal ambassadors of the brand.
And it’s not by accident. Every small detail—from how the consultation is delivered to how upgrade options are communicated—is mapped out with precision. Personalization plays a central role here. Folks Motor doesn’t believe in one-size-fits-all. Instead, they offer tailored solutions based on the vehicle, usage patterns, and customer preferences.
By converting complex technicalities into relatable and actionable insights, they make EV adoption easier. And in doing so, they help customers feel empowered, not overwhelmed.
Data-Driven Decision Making
Yet another critical element of CX at Folks Motor is data. Instead of assumptions, the company relies on user behavior and feedback to improve services. They gather insights through real-time diagnostics, customer feedback, and usage analytics.
This data enables the team to predict issues, optimize battery usage, and suggest timely upgrades. Moreover, it allows continuous product evolution, ensuring that CX remains fresh and responsive to changing needs.
In an industry where the rules are still being written, this agile and data-informed strategy makes all the difference.
A Bigger Vision for Clean Mobility
At the heart of it all, Folks Motor aims to do more than sell kits. They want to change how India drives. Their globally patented xEV electric powertrain platform is a testament to this ambition. Designed specifically for manual transmission vehicles, it brings a much-needed boost to the retrofitting space.
But innovation alone doesn’t move markets. Experiences do.
That’s why the company invests heavily in CX—because confident, informed drivers are the best champions of clean mobility. If customers feel understood, empowered, and supported, they are more likely to embrace sustainable transport solutions.
Final Thoughts
Customer experience is no longer just about solving problems. It’s about anticipating needs, creating delight, and building lifelong relationships. At Folks Motor, this is not a side project—it’s the core strategy.
By simplifying the unfamiliar, staying present at every step, and backing all efforts with actionable data, Folks Motor is not only leading innovation in EV retrofitting but also in customer trust.
Their journey is a powerful reminder that in the future of mobility, great CX won’t follow innovation—it will drive it.
