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Multi-Channel Customer Care //

Multi-Channel Customer Care // AUDI

Audi Live Chat


With Audi Online Advice, website visitors can be helped directly by customer service staff if they have any questions. Whether searching for information, configuring an Audi model or contacting the dealer – Audi Online Advice is available to website visitors at all times. In this way, they can be accompanied along their customer journey without media disruption.

  • Development of an important digital lead source
  • Technical integration, quality assurance and rollout within the different touchpoints
  • Coordination and alignment of the various project participants



Steps & Highlights


Audi Online Consulting is an embedded live chat function on various digital touchpoints. It offers website visitors the opportunity to ask questions to Audi customer service via text, video and audio. Using state-of-the-art technology, Audi customer service staff can also support users in their search for the right content.


Vision11 has supported Audi since the start of the project with the technical integration, the rollout within the dealer network and the coordination of the various project participants. Vision11 played a central role in the expansion of Audi Online consulting to mobile devices. Vision11 was a reliable partner from the definition of the requirements to the coordination of the development service provider and finally maintaining quality assurance and go-live support.


Added value


In addition to the audi.de platform, Audi Online Advice is already available on a further 200 dealer pages including automobile portals and can be used across all devices. The offer of Audi Online Advice is accepted by a large number of website visitors, so that it has become an important digital lead source.




The Audi Group, consisting of the Audi, Ducati and Lamborghini brands, is one of the most successful manufacturers of automobiles and motorcycles in the premium segment. It is present in more than 100 markets worldwide and produces at 16 locations in twelve countries. 100 percent of AUDI AG’s subsidiaries include Audi Sport GmbH (Neckarsulm), Automobili Lamborghini S.p.A. (Sant’Agata Bolognese / Italy) and Ducati Motor Holding S.p.A. (Bologna / Italy).