Customer experience platform Emplifi has announced it has partnered with Canadian RV manufacturer Pleasure-Way Industries 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.
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.
“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. 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 said it has improved its customer satisfaction score to a rating of 4.8/5. They have a 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.