Case Study: BMW Group boosts customer engagement with Eckoh Experience Portal

BMW Eckoh Experience Portal improves agent and customer engagement

BMW Group sought to enhance customer support on its eRetail platform, where clients configure and purchase new cars. The challenge was that customers often found the process complex, leading to unresolved inquiries and abandoned journeys. They contacted Eckoh for a solution using their omnichannel engagement suite to assist customers in real-time.

Eckoh implemented a multi-channel solution using Web Chat, Callback, and Email management. The system intelligently analyzed customer behavior on the website to proactively offer help. This resulted in over 20,000 chats in the first two months, with 80% of surveyed customers reporting satisfaction. Eckoh's deployment significantly increased client engagement and provided BMW with valuable feedback to improve their service.

BMW Group

Paul Kester

BMW Group