The Challenge

Providing Personalized Support to a Wide Variety of Clients

Wineshipping launched a client portal to enhance its client experience. This portal enables clients to efficiently manage their accounts, edit orders, and perform various tasks independently, reducing the reliance on client services and account managers (AMs).

Wineshipping caters to a wide-ranging clientele, from small, family-run businesses to established wineries, with varying technical and industry expertise levels. While the portal has significantly improved the experience for most clients, others faced challenges navigating it, leading them to submit service tickets whenever they had questions.

Before integrating Stonly, support tickets related to the portal increased. Client service representatives (CSRs) often had to rely on platform screenshots to assist clients or escalate these issues to AMs for 1:1 client meetings.  

As Wineshipping's portal evolved, keeping documentation up-to-date became increasingly challenging and time-consuming. Moreover, the portal posed navigational challenges for the Wineshipping team, as they often had to search for information to ensure any guidance they offered applied to the current platform version, resulting in delayed resolutions and a backlog of tickets. 

The platform also didn’t offer easy and accessible ways for internal teams to create documentation or offer proactive guidance. For Wineshipping's product team, this made sharing vital updates with clients incredibly challenging. They primarily used email, but this approach often led to issues like messages being blocked by spam filters, incorrect email addresses, or a lack of available email contacts.

A never-ending ticket queue and ineffective support documentation frustrated CSRs, AMs, and clients. In response to these challenges, Wineshipping recognized the need for a centralized knowledge platform, which would address the current issues and allow for personalized support at scale and improved communication.

Solution

Adaptive Knowledge to Help Clients at Their Point of Need

In less than six months, Wineshipping built and added a Stonly knowledge base directly inside their client portal. With over 50 step-by-step, interactive guides, the company can provide on-demand knowledge and instant troubleshooting help at the point of need, reducing client support tickets.

Stonly’s powerful personalization further enabled the company to redesign its previous one-size-fits-all support experience. Using choices and client data, Wineshipping’s client portal adapts support to every client’s unique circumstances and leads them down the right path to resolution, no matter their knowledge level.

Clients who can’t self-serve can still contact a CSR by submitting a ticket and, eventually, schedule a 1:1 with an AM. In these situations, the Wineshipping team has access to Stonly guides, which has improved their application learning process, enabling them to provide expert-level support on every issue.

With triggers such as banners and pop-ups, Wineshipping makes platform announcements in real-time to clients directly on the platform. This direct line of communication keeps clients from missing updates and boosts adoption so users get more value from the portal.

For the Wineshipping team, picking Stonly was an easy choice. The no-code platform allowed their internal team to create better documentation, enhance portal adoption, and enable clients to self-solve quickly and with minimal training. Amanda added:

“What helped Stonly stand out was that we could start quickly and easily.”

Results

Faster Resolutions and Fewer Repetitive Tickets for Happier Clients, CSRs, and AMs

With Stonly, Wineshipping increased the usage and impact of its knowledge by integrating a knowledge base directly into its portal.

Clients can now access personalized support 24/7, wherever they experience issues, leading to:

• Reduced overall ticket volume
• Fewer repetitive tickets
• Improved service consistency

Wineshipping’s product team successfully bridged the communication gap with Stonly’s triggers. This direct line of communication ensures that clients no longer miss out on new features and platform updates.

With Stonly, Wineshipping can continue to foster its commitment to innovation, transparency, and quality. With a mission to treat every brand as its own, this new client platform focuses on educating clients on navigating complex regulations and helping employees offer the most extraordinary experience. Amanda shared:

“Stonly is more in line with where the Wineshipping application is going: a lot more open, honest, transparent, real-time communication.”