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How Level 4.0 is Scaling
Digital Showroom Sales
Find out how an international marketing consulting service leveraged
Acquire technology to help bring the digital showroom to life in the
automotive industry.
PHILIPP JOCKEL, BUSINESS DEVELOPMENT AT LEVEL 4.0 AT LEVEL 4.0
Their Success
4x 4.5 outof5
Growth in Audi website visitor conversations Avg. CSAT score using Acquire
"In atime where everyone is available online and on
different channels, you need a tool like Acquire."
COMPANY
Philipp Jéckel
BUSINESS DEVELOPMENT AT LEVEL 4.0
Level 4.0 is an international marketing
consulting service based in Germany
with customers like Audi and Lexus.
LOCATION
Ingelheim am Rhein, Germany Expectations for the online shopping experience no longer end with a simple chatbot.
Personalization, seamless omnichannel communication, and the ability to see and speak
INDUSTRY with an actual human are more crucial than ever. The COVID-19 pandemic has only
accelerated this shift in the automotive industry. With lockdowns in place, many
Data Consulting, Analytics dealerships were forced to go digital or go bust, leading to a rise in digital showrooms.
COMPANY SIZE
Level 4.0, an international marketing consulting service based in Germany with
customers like Audi and Lexus, has seen this shift in automotive customer experience
(CX) affect clients firsthand. Matthias Singer-Fischer, Founder and CEO of Level 4.0, and
TOOLS USED Phil J6éckel, Business Development at Level 4.0, share their insights on how the company
Live Chat Chatbot has helped top brands overcome industry challenges and deliver experiences that close
deals in the digital showroom with Acquire.
Video Chat
Bridging the digital and physical gap
With the move towards online buying came the need to digitize showrooms. In 2018,
Audi, an automotive client, came to Level 4.0 needing help to do just that.
Audi wanted a solution that would bridge the gap between dealership websites and
physical showrooms while ensuring the VIP service customers still expected. They
wanted the ability to chat with their customers in real-time but also display the
showroom without having to switch devices or software.
“With a bit of research and a bit of luck we came across Acquire. What we found was a
hidden gem,” Singer-Fischer said. After flying to London to meet Acquire’s COO & Co-
Founder, Amrit Dhangal, the beginning of a long-lasting partnership began. “Not only
could Acquire deliver the functionality our client needed but the spirit of the company and
the responsiveness of the organization as a whole — from sales to development to
customer success — was out of this world,” Singer-Fischer went on.
“I've honestly never seen a company as
responsive to market requirements as
Acquire.”-Matthias Singer-Fischer, Founder and
CEO of Level 4.0
Enter the digital showroom
With Audi specifically, the need was to differentiate service between individual dealer
showrooms and the central brand website. Using Acquire, Level 4.0 has been able to
direct customers on the main Audi site to specific dealers and help them connect with
the right person, thanks to proactive platform triggers and chatbots. This in turn has
meant agents get to skip a few of the lead qualifying steps in the sales process and have
their first meetings within minutes.
HOW IT WORKS
Routing | Connect
Customer Engagement 6 |
Potentiot. non tho
fo te
Acquire.io
This connected approach helps Audi efficiently manage the several thousand website
visitors they see each day. They engage with four times as many customers, more leads
and sales are generated, and customer satisfaction averages a score of 4.5 out of 5.
There has also been an opportunity to use Acquire as a digital showroom presentation
tool. For example, Level 4.0 has helped Peugeot deploy Acquire to showcase their newly
released vehicle models. Buyers have the chance to connect through video with one of
their experts, tour the showroom, and see vehicle features in real-time.
Meeting shoppers where at
“With a bit of research and a bit of luck, we came
across Acquire. What we found was a hidden
gem.”-Matthias Singer-Fischer,Founder and
CEO of Level 4.0.
Customer service that revolves around human contact builds trust and confidence. A
personalized approach and easy access to multiple communication avenues also give
credibility to sales representatives and service agents.
This is precisely why Level 4.0 has helped build marketing strategies around this
collaborative, conversational approach to CX. Using Acquire’s combination of text, video,
audio, live chat, cobrowsing, and a whole lot of automation, the company has been able
to mald its solutions to its clients’ evolving needs.
‘Yes, when's the next
available time?
As most retailers know (or are finding out the hard way), when things become too
complicated people will just go elsewhere. “If | as a customer experience your brand on
different channels then | expect you to know my needs, grab me by my hand, and pull me
to a specific product or whatever the case. Acquire gives you this perfect timeline of
seeing where the customer is and showing specific touchpoints. It knows what they've
done and can adapt,” Jéckel said.
“Acquire gives you this perfect timeline of seeing
where the customer is and showing
customer-specific touchpoints. It knows what
they’ve done before and can adapt.”-Philipp
Business Development at Level 4.0
Apartnership built to last
While there is no question about the role of Singer-Fischer’s marketing expertise in his
clients’ success, the partnership with Acquire has helped Level 4.0 take its consulting
services to the next level. “For a lot of our clients Acquire is the technological backbone
around which we build our marketing services. Acquire enables meaningful
conversations between brands and consumers anytime, anywhere,” Singer-Fischer told
us.
He went on to say, “We really are partners and not only clients. Acquire is always open
for requests and the system is evolving with its customer — that’s what makes it so
special. If you have a question, there is always someone responding. If it is urgent the
whole team gets involved in making something possible. From my point of view, itis like a
friendship as well. And that’s a really unique interaction that you cannot get anywhere
else.”
It's really simple to implement Acquire. The
system is really intuitive, there are so many
possibilities.”-Philipp Jockel, Business
Development at Level 4.0
The future of automotive CX
As the automotive world continues to evolve and adapt, Level 4.0 plans to continue being
the guiding light in CX for its customers. To do so, Matthias and his team have a close eye
on emerging industry trends and challenges.
His predictions? The online showroom experience and direct-to-consumer selling will
quickly become the norm along with proactive chatbots tailored to specific customer
touchpoints.
“My clear advice: Look around you. Look how consumers behave. They live for the
moment. Everything needs to happen immediately. No opening times. No waiting
queues. Everything is mobile. Total price transparency. One click, one touch, one
everything. Take these observations and think for yourself about how you can respond to
that in your business. As a result, you will have the first building blocks for your
digitalization strategy. And then just do it! Don’t wait for large organizations to deliver the
whole lot. Build your own ecosystem.”
“Consumers forgive mistakes, they don't forgive
sluggishness.”-Matthias Singer-Fischer,
Founder and CEO of Level 4.0
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