Tradition Meets Innovation: Crafting Fine Wine Experiences
IWA Wine Accessories, a family-owned company nestled in California's Sonoma County, has been helping wine enthusiasts properly store, serve, and savor fine vintages since 1983. With a mission to advance the art of fine wine, IWA offers an expansive inventory of over 10,000 products, ranging from budget-friendly stemware to expertly designed custom wine cellars.
As a trusted leader in the industry, IWA Wine Accessories sets itself apart through its unwavering commitment to exceptional customer service, extensive product knowledge, and innovative solutions. Their team of seasoned wine and cellar specialists possesses decades of experience, enabling them to provide expert guidance and tailored recommendations to customers at every level of wine appreciation.
Serving both B2C and B2B clients worldwide, IWA distinguishes itself through its personalized service, attention to detail, and ability to cater to the unique needs of each customer. Whether a novice wine lover or a seasoned collector, IWA Wine Accessories is dedicated to delivering the highest quality products and unparalleled support to help their customers create the perfect wine experience.
Improving Customer Loyalty and Reducing Call Center Dependency
IWA Wine Accessories aimed to strengthen customer loyalty and reduce reliance on external call centers. They sought a solution that would allow them to handle first-tier interactions via chat, provide personalized experiences, and answer customer issues promptly.
Prior to Velaro, IWA Wine Accessories faced challenges with their previous live chat provider. Although the provider initially offered a NetSuite integration, they discontinued support for it, leaving IWA to handle the development work for themselves. IWA needed a live chat solution that offered a reliable API integration with their ERP system, provided a user-friendly interface for agents, allowed them to route inquiries effectively, create support tickets, and manage customer interactions with ease.
"The goal for using NetSuite integrated live chat was to have fewer calls go to our external call center. We wanted to win the first-tier chat and not have conversations go to phone overflow, as an investment in the customer relationship."
Implementing Velaro's AI-Powered Live Chat and NetSuite Integration
IWA Wine Accessories implemented Velaro's AI-powered live chat and customer data engine to transform reactive service into tailored proactive guidance. The seamless integration with NetSuite, a critical requirement for IWA, allowed the team to access real-time customer information during conversations. Velaro's workflow rules empowered IWA to route inquiries to the appropriate teams swiftly, ensuring great customer service.
The NetSuite integration played a key role in enhancing IWA Wine Accessories' customer engagement and support capabilities. As Ben Argov stated, "Having that integration with our ERP backend was critical."
The NetSuite integration not only provided IWA Wine Accessories with a unified view of their customers but also simplified their support processes, enabling agents to create and manage cases directly within the Velaro interface.
"The reason for switching over to Velaro was the integration with NetSuite. It allows Velaro to look and see if a person exists in our CRM database, and if so, it maps them to that pre-existing record. If not, it gives the agent the ability to create that record in NetSuite and then create a support ticket right through the Velaro interface. It's really helpful and important."
Velaro Transforms Customer Engagement and Drives Sales Growth
Velaro's live chat has been instrumental in sustaining customer engagement and closing sales at IWA Wine Accessories. Tagging customers who initiate conversations through the chat with a specific lead source has enabled IWA to directly link their revenue growth to the use of Velaro.
This data confirms the significant role of the live chat solution in increasing sales and strengthening customer relationships. Here are the key results achieved:
- Velaro's solid NetSuite integration allowed IWA Wine Accessories to access real-time customer information during conversations, enabling agents to provide more personalized and efficient support.
- Integrating the advanced live chat solution made the in-house sales and customer service teams at IWA Wine Accessories more directly accessible to customers, reducing reliance on external call centers and enhancing overall client fulfillment, ultimately driving higher conversion rates.
- Velaro's user-friendly interface and easy implementation process facilitated the onboarding of new sales and customer service agents at IWA Wine Accessories, even without a dedicated IT department.
- Effective routing capabilities and reporting features ensured that customers were connected with the right agents and allowed IWA Wine Accessories to monitor and analyze chat performance.
- IWA Wine Accessories experienced significant sales growth attributed to Velaro, with the average order value (AOV) for customers acquired through chat being twice as high as those acquired through other online communication channels.
- The customer lifetime value (CLV) of customers acquired through chat was 2.8 times higher than the average value of all online customers, demonstrating the long-term impact of chat on customer engagement and retention.
- In 2023, IWA Wine Accessories' active chat agents achieved an impressive average star rating of 4.9 out of 5.0, reflecting the high level of customer satisfaction with the chat experience.
Looking ahead, IWA envisions further leveraging Velaro's features, such as Cobrowse, to resolve customer issues faster and reduce shopping cart abandonment rates, thereby driving continued success in their business goals.
