How Vivino improved customer service while tripling sales

By Duane Peck
0 min read

On National Drink Wine Day, we raise a glass to Talkdesk customer Vivino for achieving their highest customer satisfaction ever.
One of the industries most impacted by the coronavirus pandemic has been e-commerce. For many online retailers, sales increased exponentially. With the uptick in sales came an influx of customer service inquiries, bringing about its own set of challenges.
For Talkdesk client Vivino, their experience was no exception. In a recent Digital Commerce 360 article, LaNae Rueda, vice president of global customer experience, and Jeff Gorham, manager of customer experience, share how their team was able to overcome these challenges and achieve their highest customer satisfaction ever in 2020.
Making a swift transition to work from home during lockdown
Vivino is a thriving online wine marketplace and app that uses community data to make personalized wine recommendations. They sell and ship internationally, so they’ve strategically headquartered call centers in Lisbon, Portugal, and Manila, Philippines, to service customers worldwide.
As lockdown mandates went into place, Vivino had just days to transition agents in their two call centers to work from home. Thanks to Talkdesk’s cloud-based platform, this was possible with minimal disruption to business-as-usual. As long as agents had access to the internet at home, they could handle customer requests from all service channels (phone, email, and chat).
