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BEER CARTEL WEBSITE

Managing Customer Satisfaction through Chat Product Sales Support

ECOMMERCE CUSTOMER INTERACTION DESIGN
Beer Cartel

Mission: Deliver an unrivalled range of the world’s best craft brews along with an unbeatable, personal customer service.

THE PROBLEM

Customer Confusion

Beer Cartel's rich online customer offering which included a vast range of products, different pack sizes, gifting, and a subscription-based “Beer Club” complemented their physical store very well, but they found that many of their customers weren't converting due to the sheer number of options at their disposal. This lead to loss of revenue and a slower market penetration as customers left to engage with more traditional offerings.

THE SOLUTION

One to One Service. Done Better.

RANDEM worked with Beer Cartel to carry out a sweeping redesign and replatforming of their online store in order to simplify the customer experience and streamline their operations. Then we carefully designed and rolled out a RANDEM-staffed online chat sales and service offering that was extensively tested for brand voice and working knowledge of products and services. Finally we delivered a managed services reporting process that demonstrated the increase in engagement brought about through the chat service and provided valuable insights into customer perceptions in dealing with Beer Cartel.

The Outcome?
Happy customers

Digital + Human = Success

Beer Cartel is now able to deliver the same great personal customer service that they have in store online, projecting their rich offering to an ever expanding, international customer base.

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