Case Study: Audi Taiwan enhances personalized customer engagement with Appier

Audi Taiwan enhanced personalized user experience with one-stop Smart Assistant on LINE

Audi Taiwan, the luxury car brand’s Taiwan division, faced rising customer service costs, difficulty measuring marketing ROI, and a lack of real-time actionable insights. To address these challenges, Audi partnered with Appier and used the BotBonnie conversational marketing platform on LINE to create a one-stop Smart Assistant and micro-CRM experience for both existing and potential customers.

Appier helped Audi Taiwan launch the Audi Chatbot, automate customer replies and maintenance reminders, connect with its CRM, and build community features like the e-Travel Notes service for e-tron owners. The results included one-third of car owners joining Audi’s LINE account, 20% of car maintenance requests coming through the chatbot, and 24% of bound e-tron owners using e-Travel Notes, helping Audi improve retention, engagement, and first-party data collection.

Audi

Katherine Chang

Digital and Business Specialist