"fAibrik transformed our customer service"
Vinatis is a French pure-play online wine retailer, operating internationally with a website available in 7 languages. This customer case study highlights the challenges faced by an e-commerce business that prioritizes service quality to support its growth. The brand offers a wide selection of French and international wines, from prestigious grand crus to more affordable gems. Based in Annecy, the company manages its own in-house logistics within its own facilities. Customer service deals with specific challenges, including multilingual management and significant activity spikes, particularly during holidays or promotional campaigns. Their top priority: delivering a personalized service, with tailored advice to guide each customer based on their tastes and preferences. Céline Boissin, Customer Service Manager at Vinatis, shared her experience using the fAibrik solution. We’re delighted to share this testimonial and thank Céline and Vinatis for their trust, a partnership that has now lasted 4 years.
Vinatis: We needed a solution capable of handling around 10'000 tickets per month, quickly and efficiently. The challenge was to respond to customer inquiries as fast as possible while maintaining a service quality that aligned with our brand voice and met 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.
Vinatis: What really won us over was fAibrik’s responsiveness and attentiveness. After a bad experience with another customer service software provider, we made responsiveness a key priority in our search. fAibrik met our expectations by being extremely reactive, not just during the development phase but over time as well. We worked hand in hand to create a custom solution, perfectly suited to our operations. Another deciding factor was the platform’s ease of use. We spend very little time onboarding our agents, which allows us to gain efficiency right from the start.
"fAibrik transformed our customer service"
Vinatis: Several features make our work much easier. First, ticket prioritization based on customer sentiment, which lets us 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 seamlessly. Finally, having an omnichannel platform allows us to centralize all our interactions, no matter which channel the customer uses. It’s a real efficiency booster.
Vinatis: The values that matter most to us are ease of use, responsiveness, and flexibility. These are essential in our industry, where every request can be urgent. We also really appreciate the close relationship we have with fAibrik. The listening and support are constant. And continuous innovation ensures we benefit from a cutting-edge AI platform that evolves with our needs.
“The biggest advantages are ease of use, proximity, flexibility, and responsiveness.”
Vinatis: In a word, fAibrik transformed our 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, enabling us to deliver an even better customer experience. We’re very happy to be a fAibrik partner. Are you an e-commerce business like Vinatis, looking for a simple and effective way to manage your customer service? Let’s talk! Share your challenges with us, and let’s build a custom solution that fits your business. Discover your personalized solution
