Vinatis is a leading French online wine retailer with an international presence, offering their website in 7 languages. This customer case study highlights the challenges faced by an e-commerce company that prioritizes service quality to support its growth strategy.
The brand offers an extensive selection of French and international wines, from prestigious grand crus to more accessible gems. Based in Annecy, the company manages its own in-house logistics from its dedicated facilities.
The customer service team faces specific challenges related to multilingual management and significant activity spikes, particularly during holidays and promotional campaigns on their products.
Their priority: delivering personalized service with tailored recommendations to guide each customer according to their tastes and preferences.
Céline Boissin, Customer Service Manager at Vinatis, shared her experience of using the fAibrik solution. We’re delighted to share this customer case study testimonial and thank Céline and Vinatis for their trust and this relationship that has now lasted 4 years.
The reasons behind Vinatis's choice
In 2021, what was the context and your needs for a customer service management solution?
Vinatis: We needed a solution capable of handling approximately 10,000 tickets per month, quickly and efficiently. The challenge was to respond to customer requests as fast as possible while maintaining service quality that respects our tone of voice and our customers’ expectations. We were looking for a platform that was not only easy to adopt but also flexible and specifically tailored to our needs. fAibrik emerged as the obvious choice.
What convinced you, particularly compared to more established competitors at the time?
Vinatis: What really convinced us was fAibrik’s responsiveness and attentiveness. After a bad experience with another customer service software provider, we emphasized responsiveness in our search. fAibrik met our expectations by being extremely responsive, not only during the development phase but also over time. We worked hand in hand to create a custom solution, perfectly adapted to our operations.
Another decisive criterion was the platform’s ease of use. We spend very little time onboarding our agents, which allows us to gain efficiency from the start.
“fAibrik has revolutionized my customer service”
Platform benefits: a real-world customer case study
What features do you find most useful?
Vinatis: There are several that really make our work easier. First, ticket prioritization based on customer sentiment, which allows us to respond quickly to the most urgent requests.
Next, language detection is a huge asset, as it helps us assign tickets to the right team member smoothly.
Finally, having an omnichannel platform allows us to centralize all our interactions, regardless of the channel used by the customer. It’s a considerable efficiency gain.
What fAibrik values matter most to you?
Vinatis: The values that matter most to us are ease of use, responsiveness, and flexibility. This is essential in our sector where every request can be urgent. We also greatly appreciate the closeness in our relationship with fAibrik. The listening and support are constant. Finally, continuous innovation allows us to benefit from a platform that’s always at the cutting edge of AI, evolving according to our needs.
“The biggest advantages are ease of use, proximity, flexibility, and responsiveness”
To conclude, what impact has adopting fAibrik had on your customer service?
Vinatis: In one word, fAibrik has revolutionized my customer service. Thanks to this platform, we’re not only more responsive but also more organized. We now have a solution fully adapted to our needs, allowing us to offer an even better customer experience. We’re very satisfied to be fAibrik’s partner.
Are you an e-commerce player, like Vinatis, looking for a simple and effective solution to manage your customer service?
Let’s talk! Share your challenges with us, and let’s build together a custom solution that fits your needs.