Performance Report: November 28 - December 5, 2025
67.6%
Deflection Rate
Customer inquiries handled without CS team involvement during peak Black Friday traffic
7,369
Total Interactions
Platform-wide engagement since October 2025
227
Daily Average
Interactions per day over the last 7 days
69%
Customer Service Usage
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.
Platform Breakdown by Usage
Customer Service — 69%
5,104 interactions handling product questions, order inquiries, returns, and quotes
General Information — 21%
1,541 interactions providing broad RTR brand and product education
Marketing & Content — 10%
725 interactions supporting internal team content and ad copy creation
Black Friday Week Performance
November 28 - December 5, 2025
This period represents the most demanding week of the year with 173 Customer Service interactions during the 8-day peak period.
Handled Autonomously
117 interactions deflected without team involvement
Escalated to Team
56 interactions required human assistance
The slightly lower deflection rate reflects Black Friday order tracking questions that require backend system access—not a limitation of the companion's capabilities.
What the Companion Successfully Handles
AI-Powered Conversations
60.7% — 105 interactions in "Ask Anything" mode providing detailed answers about products, specs, and fitment
FAQ Self-Service
16.2% — 28 interactions navigating structured answers about policies, shipping, and warranties
Quote Requests
15.6% — 27 quote flows initiated, 8 completed forms capturing vehicle and installation details
Return Processing
7.5% — 13 return flows initiated, 3 completed forms with full eligibility verification
What Customers Are Asking
Product Availability & Inventory
"When will RTR Tech 5 Satin Charcoal 20x10.5 be available?"
"Will the Tech 5 Mustang Wheel 19" bronze be sold again?"
"Restock on the 17" +30 bronze evo6 wheels?"
Order & Shipping Status
"Where's my tracking number?"
"Order hasn't shipped since November 21st"
"Haven't received confirmation email"
Product Compatibility
"Does the RTR grill fit an EcoBoost?"
"RTR Tech 6 wheels for Ford Ranger +30mm offset?"
"Do Baja Designs fog pocket kit work with tube bumper ends?"
Rewards & Discounts
"How do I check my rewards?"
"Rewards won't apply to cart"
"Ford employee discount inquiry"
Escalation Analysis
56 inquiries required human assistance
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.
The Opportunity: Product Discovery
60.7%
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.
Return on Investment
1
8-Day Impact
Black Friday Week
Inquiries handled: 117
Emails avoided: ~350
CS time saved: ~17.5 hours
Quote leads captured: 27
2
Last 30 Days
Interactions: 3,055
Deflection: ~2,065
Emails avoided: ~656
CS hours saved: ~100 hours
3
Projected Annual
At current trajectory
Annual interactions: ~81,600
Annual deflection: ~55,000
Emails avoided: ~9,134
CS hours saved: ~1,100 hours
Phase 2 Recommendations
1
Product Discovery Companion
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
2
Executive AI Companions
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
3
Stock Notifications
Address high demand for out-of-stock product alerts
TBD
4
Compatibility Guide
Reduce fitment questions with vehicle-specific product matching