WINC CUSTOMER SUCCESS STORY


Winc Has Members Saying “Cheers” with Teckst

About Winc

Winc was founded in 2012 by Xander Oxman and Geoff McFarlane because of a shared belief that wine should be more accessible: simpler to get and easier to enjoy. They joined forces with winemaker and sommelier Brian Smith to build a personalized wine club that has quickly grown into Winc- a California-based winery offering an online membership experience, with wines that are featured at select retailers and restaurants nationwide. The Winc team creates and curates over a hundred wines, making the experience of exploring wine easy and pleasurable, so you can spend more time enjoying your glass. Winc is a digitally native winery that strives to provide a customer service experience that is as digitally intuitive as possible. Therefore, they must be able to accommodate their audience by anticipating their needs- which includes how they communicate.

About Winc

Winc was founded in 2012 by Xander Oxman and Geoff McFarlane because of a shared belief that wine should be more accessible: simpler to get and easier to enjoy. They joined forces with winemaker and sommelier Brian Smith to build a personalized wine club that has quickly grown into Winc- a California-based winery offering an online membership experience, with wines that are featured at select retailers and restaurants nationwide. The Winc team creates and curates over a hundred wines, making the experience of exploring wine easy and pleasurable, so you can spend more time enjoying your glass. Winc is a digitally native winery that strives to provide a customer service experience that is as digitally intuitive as possible. Therefore, they must be able to accommodate their audience by anticipating their needs- which includes how they communicate.

How Winc Uses Teckst

Winc believes that enjoying wine should be easier, which includes providing excellent customer service: the brand is proud that their CSAT currently averages at 94%. One of the most important ways Winc has increased customer engagement is by meeting members where they are, providing support via SMS and Facebook Messenger. Most of Winc’s members communicate through these social channels regularly in their daily lives, so it’s beneficial to both parties to have a natural dialogue in the most efficient way possible—on the customer’s terms.

Winc needed a messaging solution that would integrate with their Zendesk CRM to keep member communications in one place for organization, consistency, and clarity. They chose Teckst because it would allow their agents to receive and respond to member messages in Zendesk using existing workflows through the streamlined Teckst widget. The seamless integration ensured that agents could access and respond to all communications in one place. Customers reach out to Winc via text and mobile messaging channels for a variety of inquiries, including account questions, shipping, orders, gifts, cancellation requests, and even wine recommendations.

How Winc Uses Teckst

Winc believes that enjoying wine should be easier, which includes providing excellent customer service: the brand is proud that their CSAT currently averages at 94%. One of the most important ways Winc has increased customer engagement is by meeting members where they are, providing support via SMS and Facebook Messenger. Most of Winc’s members communicate through these social channels regularly in their daily lives, so it’s beneficial to both parties to have a natural dialogue in the most efficient way possible—on the customer’s terms.

Winc needed a messaging solution that would integrate with their Zendesk CRM to keep member communications in one place for organization, consistency, and clarity. They chose Teckst because it would allow their agents to receive and respond to member messages in Zendesk using existing workflows through the streamlined Teckst widget. The seamless integration ensured that agents could access and respond to all communications in one place. Customers reach out to Winc via text and mobile messaging channels for a variety of inquiries, including account questions, shipping, orders, gifts, cancellation requests, and even wine recommendations.

How Winc Uses Teckst

Winc believes that enjoying wine should be easier, which includes providing excellent customer service: the brand is proud that their CSAT currently averages at 94%. One of the most important ways Winc has increased customer engagement is by meeting and supporting members where they are- via SMS and Facebook Messenger. Most of Winc’s members communicate through these social channels regularly in their daily lives, so it’s beneficial to both parties to have a natural dialogue in the most efficient way possible—on the customer’s terms.

Winc needed a messaging solution that would integrate with their Zendesk CRM to keep member communications in one place for organization, consistency, and clarity. They chose Teckst because it would allow their agents to receive and respond to member messages in Zendesk using existing workflows through the streamlined Teckst widget. The seamless integration ensured that agents could access and respond to all communications in one place. Customers reach out to Winc via text and mobile messaging channels for a variety of inquiries, including account questions, shipping, orders, gifts, cancellation requests, and even wine recommendations.

Results

After incorporating Teckst into the company’s workflow, SMS and Facebook Messenger have become favorite channels for many members to reach Winc, thanks in large part to their speed and convenience. Agents are able to resolve a greater number of tickets faster than traditional email or phone inquiries, which means fewer agents are needed to handle inbound requests. Stephanie Guastella, Head of Member Engagement, said, “Teckst makes it easy to train our team so every agent, regardless of designated channel, can easily assist our members through SMS and Facebook Messenger.”

Winc’s first reply time for Facebook Messenger and SMS is around ten times faster than email. This speed is crucial, particularly when dealing with time-sensitive matters like a change of shipping address. Faster response time factors into the satisfaction of members, particularly as it pertains to retention tickets. As a subscription business, reducing churn is crucial—and Winc’s save rate for retention tickets tends to be about 3% higher on SMS and Facebook Messenger than via phone.

While the volume of SMS and Facebook Messenger tickets is currently lower than those from traditional email and phone channels, the members who do message Winc are extremely happy with the accessibility. Winc anticipates that messaging traffic will only continue to increase as more members become aware of it.

Stephanie commented, “Winc prides itself on providing members with exceptional wine, and, thanks to tools like Teckst, we are also able to provide exceptional ongoing customer service.”

First reply time for Facebook Messenger & SMS is around
10x
faster than email

Winc’s save rate for retention tickets tends to be about
3%
higher on SMS and Facebook Messenger than via phone.

Results

After incorporating Teckst into the company’s workflow, SMS and Facebook Messenger have become favorite channels for many members to reach Winc, thanks in large part to their speed and convenience. Agents are able to resolve a greater number of tickets faster than traditional email or phone inquiries, which means fewer agents are needed to handle inbound requests. Stephanie Guastella, Head of Member Engagement, said, “Teckst makes it easy to train our team so every agent, regardless of designated channel, can easily assist our members through SMS and Facebook Messenger.”

Winc’s first reply time for Facebook Messenger and SMS is around ten times faster than email. This speed is crucial, particularly when dealing with time-sensitive matters like a change of shipping address. Faster response time factors into the satisfaction of members, particularly as it pertains to retention tickets. As a subscription business, reducing churn is crucial—and Winc’s save rate for retention tickets tends to be about 3% higher on SMS and Facebook Messenger than via phone.

While the volume of SMS and Facebook Messenger tickets is currently lower than those from traditional email and phone channels, the members who do message Winc are extremely happy with the accessibility. Winc anticipates that messaging traffic will only continue to increase as more members become aware of it.

Stephanie commented, “Winc prides itself on providing members with exceptional wine, and, thanks to tools like Teckst, we are also able to provide exceptional ongoing customer service.”

First reply time for Facebook Messenger & SMS is around
10x
faster than email

Winc’s save rate for retention tickets tends to be about
3%
higher on SMS and Facebook Messenger than via phone.

Feedback from Winc Members:

“Your customer service is fantastic. It is over the top. Every time I talk to somebody, or text someone, they respond in a quick and friendly way.”

“I had a problem getting my coupon to work that a friend sent me. Customer service rocked!!! Loved being able to text back and forth. They were so nice.”

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