Interview with Céline BOISSON on the benefits Cockpit brings to their customer service
Vinatis has been voted France’s #1 wine retail site.
With activity peaks of over 20'000 requests per month, the site boasts an excellent TrustPilot score: 4.5. For the past three years, we’ve partnered with their customer service team, who have adopted Cockpit, our unique AI-powered customer service interface.
Watch the interview with Céline Boissin, Customer Service Manager at Vinatis, as she shares the benefits of our platform.
A huge thank you to our partner Iteractii for producing the video!
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_"If I had to sum up Cockpit in my own words, it’s ease, adaptability, and centralization."_
_"My name is Céline BOISSIN, and I’m Customer Service Manager at Vinatis. I joined the company in 2015."_
_"Since we’ve had Cockpit, I know we handle around 8'000 to 9'000 tickets per month, peaking at 22'000 during our busiest periods, and we maintain a response time of 24 to 48 hours."_
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_"It’s truly a user-friendly solution because it’s a tool that enables ticketing, so customer conversations flow seamlessly and are managed by a single person. The AI recognizes the tone of messages, whether a customer is upset, and helps set the right response._
_It’s a custom solution because it’s been tailored to our exact needs._
_And then there’s centralization: it lets us integrate other channels like Facebook, so we don’t have to juggle multiple platforms. No more wondering, ‘I responded here, but what do I say there? Who’s handling this?’ There’s real continuity in managing and responding to customer requests."_
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