AUDI

SOCIAL CUSTOMER SERVICE FOR CAR OWNERS

The AUDI AG stands for sporty vehicles, high build quality and progressive design. The Audi Group is among the world’s leading producers of premium cars.

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Industry

Travel & Transportation

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Date

December 2016

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Services

Social Studio
Social Hub Automation
Social Customer Service

CHALLENGES

Audi Australia already acquired Service Cloud from Salesforce and they needed a partner to implement their Social Customer Service.

WHAT WE DID

For Audi Australia, AFDigital integrated Social Studio with Service Cloud, so that Audi could manually escalate cases from Social Studio to their Customer Service Teams. We also implemented Social Hub to intelligently handle social replies, and threshold email notifications when their brand or competitors have a 300% spike in brand mentions. Now Audi is able to handle Social with the same robust care and service quality as traditional service channels like voice and email.

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