Case Study: Mercedes‑Benz achieves same‑day website fixes and improved customer experience with Emplifi

How Mercedes-Benz listened to customer pain points to elevate their online experience

Mercedes Benz relaunched its website with rich media and a new build‑your‑own vehicle configurator but quickly detected usability problems that threatened the online shopping experience. To get rapid, customer-driven insight, Mercedes Benz turned to Emplifi’s intercept survey and voice-of-customer SaaS tools to capture visitor feedback in real time.

Emplifi presented pop-up surveys to randomly selected visitors and delivered instant ratings and comments to a dashboard, enabling Mercedes Benz to diagnose configurator issues and push fixes within hours; follow-up feedback showed an improved on-site experience. Emplifi also measured response to a video campaign (and traffic driven by a TV ad), identifying increased repeat visits and better brand perception among viewers, allowing Mercedes Benz to make fast, data-driven improvements that boosted customer satisfaction.

Mercedes Benz

Eric Jillard

Manager of the Digital Marketing and Customer Relationship Management Department