With an expanding customer base and a highly personalized product experience, the wine company needed to:

• Scale Support Without Sacrificing Quality: Deliver quick, thoughtful responses via email and phone that matched the brand’s warm, expert tone.
• Boost Sales Through CX: Convert curious wine lovers into subscribers by integrating soft sales techniques into support conversations.
• Control Operational Costs: Optimize headcount and infrastructure without compromising the quality of service or brand experience.

The client sought a partner that could bring both operational efficiency and a deep understanding of the customer journey.

We teamed up with the client to build a team of dedicated, brand-aligned support and sales specialists. Key areas of impact included:

1. Tailored support that scales with growth: Horatio’s team was trained on Bright Cellars’ tone, product, and philosophy, enabling them to deliver personalized wine recommendations, handle account issues, and support customers with subscription changes, without missing a beat.
2. Turning conversations into conversions: Horatio agents infused every interaction with a consultative approach, using customer preferences and data to recommend subscriptions, upsells, or reactivations. The team drove conversion while still prioritizing genuine, helpful service.
3. Streamlining operational efficiency for smart growth: By outsourcing customer experience and phone/email sales support, Bright Cellars significantly reduced overhead and staffing costs, all while improving service response times and availability.
4. Real-time collaboration & continuous optimization: Regular training, shared KPIs, and open communication ensured the Horatio team evolved with Bright Cellars’ changing needs, from new product offerings to seasonal campaigns.

Together, we created a support and sales experience as smooth and enjoyable as the wines they deliver.

Since onboarding Horatio, the client has experienced tangible improvements in key areas: