Elevating customer experience & sales
How Horatio helped a wine company uncorck growth
About
As a wine company scaled, their need for responsive, high-quality customer support and consultative sales without pouring resources into a large internal team increased. To meet these needs, a wine company partnered with Horatio, a trusted provider of outsourced customer experience and sales support. Together, they built a scalable, high-performing CX and sales operation that drives satisfaction, retention, and revenue, sip by sip.
Challenge
High expectations, lean resourcesWith 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.
How Horatio helped a wine company uncorck growth
Solution
Horatio's expert CX & sales solutionsWe teamed up with the client to build a team of dedicated, brand-aligned support and sales specialists. Key areas of impact included:
- 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.
- 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.
- 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.
- 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.
Results
How Horatio Poured Growth into Every InteractionSince onboarding Horatio, the client has experienced tangible improvements in key areas:
After partnering with Horatio
higher average CSAT score and positive feedback on personalized service and wine expertise.
increase in subscriptions and reactivations thanks to consultative, CX-driven sales support.
long-term reduced operational expenses through a leaner, outsourced support structure.
With Horatio as a strategic partner, the client has been able to delight customers with timely, personalized support while driving subscriptions and retention through service-led sales.
