Case Study: RV Company boosts CSAT 8-10% with Envoy

RV Company raises CSAT 8-10% with Envoy

RV Company, a leading innovator in the recreational vehicle industry, faced the challenge of nurturing new customers who had purchased RVs during the pandemic to prevent them from selling their vehicles. Their goal was to turn these owners into long-term RV-ers by providing highly personalized experiences using their wealth of customer data. They partnered with customer experience agency Envoy to help orchestrate this complex customer journey.

Envoy implemented a strategic solution that included designing a Zendesk-powered help center to improve self-service and optimize the ticketing system. This partnership allowed RV Company to leverage Envoy's deep expertise to push the capabilities of their existing technology. The results were significant, including an 8-10% increase in their already above-average CSAT and NPS scores, dramatically accelerated ticket resolution, and improved executive alignment on key CX metrics.

RV Company