Pleasure-Way Industries Ltd, a Canadian RV manufacturer, hired Emplifi to provide an immersive consumer shopping experience. Emplifi’s innovative live commerce solution, which came through the September 2021 acquisition of Go Instore, provides Pleasure-Way consumers the ability to tour vehicles via livestream video and connect with product experts from the consumers’ homes via the Pleasure-Way Go Live Showroom.
“Buying a luxury RV is a big investment, so it was important that our customers felt well-supported throughout their purchase decision,” Pleasure-Way CEO Dean Rumpel said. “Emplifi helped us connect directly with families around North America and provide the best possible customer experience. We cannot wait to hear about our customers’ Pleasure-Way adventures.”
Pleasure-Way said it needed a way to showcase vehicles while supporting customers’ research need. By leveraging live streaming technology, Pleasure-Way said it helped customers receive personalized, one-on-one consultations with RV experts and find the nearest dealership.
“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,” Rumpel said. “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 live streaming integration, Pleasure-Way said it improved its Customer Satisfaction score to a rating of 4.8/5. Sales staff have a 10-minute talk-time average, twice the standard average, the manufacturer said.
“Working with Pleasure-Way has shown us the versatility that live streaming can offer customers, at every stage of their journey,” said 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.”
