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Independent wine shop finds new ways to serve customers online

Industry
Independent Wine Store
Location
Melbourne, AU/Global
Brand
Prince Wine Store
Product
Hired Agents
Prince Wine Store offers wine, spirits and boutique beer along with educational programs for every wine enthusiast.

Alex has turned a passion for wine and food into a lifelong career. After studying agricultural economics at Sydney University and working in all facets of the industry, he joined Prince Wine in 2004 at its South Melbourne store.

As wine merchants, they source wine from all over the world and bring it into the shop where they educate and assist customers.

Though COVID-19 has presented a challenge in 2020, the retail side of the business has continued to thrive. With travel restricted, customers are willing to step outside of their regular wine consumption patterns and try something new.

To assist customers during social distancing, the store added a tawk.to chat feature to their website.

Prince Wine Store offers wine, spirits and boutique beer along with educational programs for every wine enthusiast.

Alex has turned a passion for wine and food into a lifelong career. After studying agricultural economics at Sydney University and working in all facets of the industry, he joined Prince Wine in 2004 at its South Melbourne store.

As wine merchants, they source wine from all over the world and bring it into the shop where they educate and assist customers.

Though COVID-19 has presented a challenge in 2020, the retail side of the business has continued to thrive. With travel restricted, customers are willing to step outside of their regular wine consumption patterns and try something new.

To assist customers during social distancing, the store added a tawk.to chat feature to their website.

“When you walk into the store, you'll be approached by a salesperson ... tawk.to enables us to bring that online.”

Through the chat, a staff member can ask a visitor, at the exact moment they are on the website, if they need a hand finding something. Then they can offer to assist them in looking around the store the same way they would in the shop.

“We can tell them about a new wine. We can tell them about things like this Raphet Bourgogne that I’ve got in the glass here, and say ‘I just tried it today. It’s fantastic. You know, perhaps you’d be interested in trying some.”

Alex Wilcox, Co-Owner

Connecting with customers online is more important than ever now that more people are enjoying the flexibility of shopping via computers and smartphones.

With tawk.to Prince Wine Store continues to offer personalized recommendations while creating meaningful experiences for customers right where they are — wherever they are.

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