Performance Report: November 28 - December 5, 2025
Customer inquiries handled without CS team involvement during peak Black Friday traffic
Platform-wide engagement since October 2025
Interactions per day over the last 7 days
Primary use case driving the majority of all traffic
The RTR Companion ecosystem maintained strong performance during the highest-traffic week of the year. Despite a surge in order tracking and Black Friday-related inquiries, the Customer Service Companion successfully deflected 117 out of 173 interactions without requiring team involvement.
5,104 interactions handling product questions, order inquiries, returns, and quotes
1,541 interactions providing broad RTR brand and product education
725 interactions supporting internal team content and ad copy creation
This period represents the most demanding week of the year with 173 Customer Service interactions during the 8-day peak period.
117 interactions deflected without team involvement
56 interactions required human assistance
60.7% — 105 interactions in "Ask Anything" mode providing detailed answers about products, specs, and fitment
16.2% — 28 interactions navigating structured answers about policies, shipping, and warranties
15.6% — 27 quote flows initiated, 8 completed forms capturing vehicle and installation details
7.5% — 13 return flows initiated, 3 completed forms with full eligibility verification
Order status and tracking dominate escalations at 38%, followed by product availability questions at 20%. Pricing, rewards, installation help, certificate authentication, and quality concerns make up the remaining escalations.
of all interactions are product-related questions in Ask Anything mode. Customers are actively searching for specific products, asking about fitment, and seeking recommendations—but the current companion can only provide general guidance.
"Could I buy a base Mustang then have parts added on later?"
"Looking for a Tech 6 wheel for a 22 F150 4WD with 25 offset"
"Do you offer a solution to mount a canoe to the Bronco roof rack?"
"Does RTR-X Legend Hoodie have a Mustang on the back?"
These aren't casual questions—they're purchase intent signals that need a direct path to product pages. This is the #1 opportunity to convert browsing into buying.
Black Friday Week
At current trajectory
Based on the data, 60% of customer interactions are product-related questions. Transform these conversations into conversions with in-depth product discovery, real-time inventory verification, direct add-to-cart, and personalized recommendations.
Investment: $4,950 one-time build fee
Impact: Capture 20% of escalations, convert browsers to buyers, answer restock questions instantly
Extend the expertise and personality of Josh and Casper across every customer interaction—available 24/7. Authentic voice, deep product knowledge, specialized inquiry handling, and consistent brand personality.
Investment: $1,800 - $3,000 per companion
Address high demand for out-of-stock product alerts
TBD
Reduce fitment questions with vehicle-specific product matching
TBD
RTR Website Companion Impact Analysis