Case Study: Traeger Grills achieves faster, higher-CSAT support with StreemCore video

Focus on Customer Experience Transforms Traeger’s Support Operations—with the CSAT Scores to Prove It

Traeger Grills® needed to overhaul its customer support experience after lengthy, expensive service cycles, siloed teams, and outdated support infrastructure made it hard to deliver on its premium brand promise. To address the challenge, Traeger worked with Streem and its StreemCore™ video solution to move toward a more omnichannel, customer-first support model.

Streem enabled agents to start secure video chats from phone, chat, or social channels, giving them visual context to diagnose issues faster and send the right part the first time. The results included a 92% customer satisfaction score, a 51% reduction in warranty spend, a 30% improvement in customer KPIs, and more than a 60% increase in first call resolution, while 74% of customers said Traeger support is fast and easy and agent satisfaction rose above 90%.

Traeger Grills®

Corey L. Savory-Venzke

VP, Customer Experience & Service