New York, May 11, 2022 – Emplifi, the leading unified customer experience (CX) platform, today announced that it has partnered with Pleasure-Way Industries Ltd, the Canadian recreational vehicle (RV) Manufacturer, to provide an immersive shopping experience designed to drive sales. Thanks to Emplifi’s innovative live commerce solution, which came through the September 2021 acquisition of Go Instore, Pleasure-Way customers can tour vehicles via livestream video and even connect with product experts, all from the comfort of their own home via the Pleasure-Way Go Live Showroom.
As a luxury RV line, Pleasure-Way needed a way to showcase their vehicles while supporting customers’ need to do research before making such a considered purchase. By leveraging live streaming technology, Pleasure-Way not only overcame COVID-19 lockdown obstacles, but helped customers receive personalized, one-on-one consultations with RV experts and find the nearest dealership. In short, live streaming became an integral part of the purchasing journey.
“Buying a luxury RV is a big investment, so it was important that our customers felt well-supported throughout their purchase decision," said Pleasure-Way CEO Dean Rumpel. "Emplifi helped us connect directly with families around North America and provide the best possible customer experience. We can’t wait to hear about our customers’ Pleasure-Way adventures."
As more companies adopt hybrid and remote approaches to work, people are taking advantage of the opportunity to travel and work from anywhere. This, in turn, has increased the popularity of RVs. Wholesale shipments of RVs – the number of new vehicles shipped off to dealers – surpassed 600,000 in 2021, a 19% increase from the previous record in 2017, according to the RV Industry Association.
"Many people have been reluctant to purchase vehicles online. They want to see the vehicle up close and in-person before making a purchase. They want to be able to ask questions and get answers," added Rumpel. "Emplifi’s live streaming technology uses video to recreate that in-person experience. Customers can tour the vehicle, ask questions, and get expert advice before choosing a model. This gives our customers unprecedented flexibility in how they research and shop for the right option."
With the integration of live streaming, Pleasure-Way has improved their Customer Satisfaction score to a rating of 4.8/5. They have an impressive 10 minute talk-time average which is 2x more than standard average talk times (4.5 minutes). This underlines the importance of live streaming when it comes to considered purchases like luxury items and vehicles.
"Working with Pleasure-Way has shown us the versatility that live streaming can offer customers, at every stage of their journey," says Andre Hordagoda, co-GM, Social Commerce, Emplifi. "Purchasing a vehicle of any kind is a decision not taken lightly by customers. Through the implementation of live-streaming technology, Pleasure-Way can offer an additional customer touchpoint that delights customers straight from the start."
Emplifi is the leading unified CX platform that brings marketing, commerce, and care together to help businesses close the customer experience gap. More than 7,000 brands, including Delta Air Lines, Ford Motor Company, and McDonald's, rely on Emplifi to provide their customers with outstanding experiences at every touchpoint. For more information, visit www.emplifi.io.