“Our CSAT scores were above industry average two years ago, and they’ve gone up 8 to 10% since working with Envoy.”

— Head of Digital Experiences 

Today, I’m excited to share the customer story of an RV company Envoy has partnered with for multiple years. A leading innovator in the RV industry, this company has been a household name for decades. In fact, 80% of every RV ever made is still in service. 

The Challenge: Architecting an Omni-channel Experience to Retain Remote Workers Going Back to the Office

When the Head of Digital Experiences joined the company in 2021, the team was grappling with pandemic-induced challenges as well as purchase seasonality. 

Many had bought the RV company’s little luxury houses on wheels as the pandemic initially surged in 2020, and remote work characterized most professionals’ lives. As companies went back to the office in 2021, new RV owners were learning for the first time how to manage a home on wheels while at their permanent homes.

But nurturing customers in the RV customer community is way easier said than done.

“We had a bunch of customer data across interactions online and on the road, and smart vehicles were just starting to become a thing. It was a really juicy and technical challenge to figure out how to provide great experiences to vacationers and our RV owners, using all the information in our app.”

The Opportunity: Finding An Expert Thought Partner & CX Agency

But the idea of really answering questions while RV-ers were on campsites, the beach, and at home rallied the Head of Digital Experience’s team. The web team rallied around the idea of orchestrating shopping experiences that didn’t just acquire new RV-ers – but also converted second sales. They sought Envoy’s strategic expertise to orchestrate the RV customer journey. At the time, the RV company used Zendesk as its customer service ticketing engine, and Envoy had just designed the RV company’s Zendesk-powered Guide help center for their support site.

“Thanks to Envoy, we’ve done things I never would have thought about using Zendesk for,” says the Head of Digital Experiences, citing the fact that the RV company now uses Zendesk for its entire customer and dealer-facing experiences.

“Zendesk is such a big application, and there’s no way a team can understand all of the possibilities. You need expert partners. Having that third party is a great way of rapidly broadening your team’s own concentric circles of knowledge.”

Results

The RV company’s results illuminate the value of the Envoy partnership. 

• 8-10% higher NPS. The RV company already had an industry-leading NPS score for its industry before the Head of Digital Experiences joined the team, but it’s risen even higher since then, which the team attributes to Envoy’s strategic influence.
• Efficiency with analytics. Ticket resolution has accelerated dramatically, thanks to system optimization and shared analytics. “We also have a bit of an internal competition between agents to see who can have the highest CSAT score.”
• Improved executive alignment. The Head of Digital Experiences says Zendesk’s metrics have given the RV company a common language to focus on aligned things, now that they understand how specific CX KPIs fuel KPIs that matter to sales, marketing, and so on.
  

The Future: AI for CX, LLMs & Working with Envoy

Today, the RV company is exploring potential use cases for AI in the automotive shopper and owner experience, such as creating a large language model for its industry. The team also wants to be able to answer questions that weren’t possible to answer before, such as:

• How do I (the owner) fix my water heater when I’m camping?
• What’s a beautiful place for me (the owner) to go next summer with my family?
• What’s the next big thing that shoppers want our engineers to build into our trailers?

“We’re just starting to scratch the surface. And we’ll bring it all to market much quicker with the knowledge we already have, thanks to Envoy.”