This document summarizes how Audi used Conversocial's social media management platform to improve their customer service response times on social media. Audi was previously responding to customer messages manually, which led to slower response times and complicated internal processes. With Conversocial, Audi was able to streamline communication between customer service agents and customers. It also improved internal workflows for sign-offs and escalations. This resulted in faster response times and higher productivity. The platform also helped Audi demonstrate superior customer service over competitors, which led directly to the sale of a high-value Audi R8 to one satisfied customer.

1. Tel: +44 (0) 207 045 0970 socialfirst@conversocial.com @conversocialRequest a demo today: conversocial.com
“Conversocial has enabled us to integrate social into the overall customer journey. Being able to
respond quickly to a customer in need and then using that information intelligently to involve
stakeholders from other parts of the business allowed us to demonstrate the superior quality of our
customer service while further differentiating Audi from our competitors.”
Emma Page, Digital Communications Manager
Background
Audi designs, engineers, produces, markets and distributes luxury automobiles across the globe.
Worldwide, Audi sold more than 1.4 million new cars in 2013. The automotive world is changing at a
rapid pace, and with it expectations and needs in regard to the purchasing of vehicles. Today, nine
out of ten customers planning to buy a new car also gather information online.
Challenge
Audi Customer Service pursues high goals in the interest of ensuring customer satisfaction. One
example is answering calls within 20 seconds. However, over 2012/13, the percentage of e-mail and
Internet contacts rose sharply, matched by a corresponding decrease in letters and calls. Customers
also began using the Audi social media channels to address concerns requiring intensive support.
The company needed to ensure that the quality of its social customer service matched that of its
traditional telephone channels.
Company success story:
Audi demonstrates clear ROI of social customer service
EXECUTIVE SUMMARY
Customer: Audi
Industry: Automotive
Challenge: Audi was engaging in conversation on social media but a manual process
led to longer response times and complicated internal communications.
Solution: Implement a platform that not only streamlines social customer
care representative and customer communication, but also internal
sign off and escalation procedure.
Results: • Higher productivity and faster decision making.
• Opportunity to demonstrate superiority of customer experience
in comparison to competitors.
• Social media engagement that leads to high value sales.

2. Tel: +44 (0) 207 045 0970 socialfirst@conversocial.com @conversocialRequest a demo today: conversocial.com
Company success story:
Audi demonstrates clear ROI of social customer service
Solution
In 2012, Conversocial was deployed as part of Audi’s Digital Communications strategy. After receiving
best practice advice gathered from other organizations, Audi customer service representatives received
full training and onboarding. Using the agent-friendly, intuitive interface, the Audi team can now see
public and private messages from the same customer threaded together into meaningful conversations,
while Conversocial analytics and approval workflow ensure that quality of service is maintained.
Results
In October 2014, Audi UK saw over 4,500 incoming messages across its Facebook and Twitter
channels. First Response Time on both were under an hour (56 minutes on Facebook and 41 minutes
on Twitter) while Average Response Time was better still - 41 minutes on Facebook and 33 minutes
on Twitter. It was the timely and speedy reactions of the @AudiUK Twitter handle that led to a clear
example of return on investment from social customer service:
The customer was introduced to his nearest Audi centre and, after a successful test drive, purchased
the Audi R8 (valued at approximately £90K) shortly after.
The customer later reported that he was ‘made to feel very, very special at Audi’.Conversocial’s
intelligent workflow and conversation threading allowed Audi to deliver on the promise at the heart
of its business strategy: “We delight customers worldwide.”
Jez @CostaCoffee •
Tweet
@AudiUK or @Porsche would you like my hard earned money? @astonmartin don’t seem
to be bothered at all about #customerservice so onto you!
22 October at 12:09
Audi UK @AudiUK by Lauren Archell •
Tweet
@ Hi Jez, please let us know if we can help you at all.
22 October at 12:54
Audi UK @AudiUK by Lauren Archell •
Tweet
22 October at 13:08
@ We certainly hope we can meet your customer service expectations!
Would you like us to help you arrange a test drive?
Jez @CostaCoffee •
Tweet
@AudiUK would love to test drive the R8 as @astonmartin DB9 now scratched off the list.
But I’m looking for great #customerservice 1st.
22 October at 12:58
Looking to buy
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