{"id":49476,"date":"2021-09-23T08:53:26","date_gmt":"2021-09-23T15:53:26","guid":{"rendered":"\/us\/en\/blog\/?p=49476"},"modified":"2021-09-23T08:53:26","modified_gmt":"2021-09-23T15:53:26","slug":"with-ringcentral-contact-center-online-retailer-kl-wine-merchants-is-toasting-its-operational-improvements","status":"publish","type":"post","link":"\/us\/en\/blog\/with-ringcentral-contact-center-online-retailer-kl-wine-merchants-is-toasting-its-operational-improvements\/","title":{"rendered":"With RingCentral Contact Center, online retailer K&L Wine Merchants is toasting its operational improvements"},"content":{"rendered":"

Whether you\u2019re a wine connoisseur or just hosting an event and need help finding the perfect pairing for the meal you\u2019ll be serving, many industry insiders will recommend the same place: K&L Wine Merchants<\/a>.<\/span><\/p>\n

A leading online retailer of wine and spirits from around the world, K&L has become a favorite of both consumers and critics. The company has earned a near-perfect 4.8-star rating across hundreds of Google Reviews and \u201cBest Online Wine Shop\u201d awards from publications as wide ranging as <\/span>Wine Enthusiast<\/span><\/i>, <\/span>InStyle Magazine<\/span><\/i>, and <\/span>Forbes<\/span><\/i>.<\/span><\/p>\n

But steadily increasing customer demand\u2014and a reputation for outstanding service to maintain\u2014the K&L\u2019s leadership team knew it was time to retire its on-prem telephony system.<\/span><\/p>\n

A legacy phone system that wasn\u2019t aging well<\/b><\/h3>\n

A key aspect of K&L\u2019s value proposition to consumers has always been its outstanding service: including a support staff of wine enthusiasts eager to share their deep knowledge and love of wine with customers. But as Co-Owner Brian Zucker explains, K&L\u2019s phone system was limiting the team\u2019s ability to deliver excellent service to its ever-increasing number of customers.<\/span><\/p>\n

One challenge, Brian notes, was that the legacy phone system could not provide any real-time visibility into call volume or generate reports that would allow the customer support team to view and analyze call-traffic trends over time.<\/span><\/p>\n

\u201cWithout the ability to see that data, we had trouble staffing our call center effectively,\u201d says Brian. \u201cOur choice was either to over-staff our customer support operations, which wouldn\u2019t be financially advantageous for the business, or to risk being understaffed and create a poor customer experience.\u201d<\/span><\/p>\n

\n
\n
\n\t\t\t\t\t\"With\t\t\t\t<\/div>\n
\n
\nWith RingCentral Contact Center, this award-winning wine retailer is putting its customers in high spirits<\/h3>\n<\/p><\/div>\n
\n\t\t\t\t\t\tRead Case Study<\/a>\n\t\t\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/div>\n

A cloud-based Contact Center solution that had K&L raising a glass<\/b><\/h3>\n

When they migrated the entire staff onto the RingCentral MVP unified communications platform, and RingCentral Contact Center for the customer support staff, K&L finally had a telephony environment worth toasting.<\/span><\/p>\n

\u201cIt was like flipping a switch,\u201d Brian says. \u201cOne day we\u2019re struggling to connect employee calls between offices, and the next day we\u2019re able to make, receive, and transfer business calls from home on a laptop or even using an app on our cell phone.\u201d<\/span><\/p>\n

With RingCentral Contact Center, K&L\u2019s customer support team could now gain actionable insights from the rich data available in the system\u2019s call reporting and analytics engine. As Brian points out, the team has used this information to staff its support lines more efficiently and cost-effectively throughout each shift.<\/span><\/p>\n

He also points out that Contact Center\u2019s functionality is helping the support staff provide a better overall customer experience. \u201cWith RingCentral\u2019s callback feature, if we have a sudden spike in calls, we can give customers the option to keep their place in the queue and receive a callback when an agent is available. That means we can keep our current level of staff and still deliver a great customer experience.\u201d<\/span>\u00a0<\/span><\/p>\n

RingCentral also resolved another operational challenge that K&L had dealt with for years. \u201cWe were growing, ready to scale up, and looking for ways to give our staff more flexibility and mobility,\u201d Brian explains. \u201cBut the limitations of our phone system\u2014starting with the fact that it offered no solution for remote work\u2014presented an ongoing obstacle to those plans.\u201d<\/span><\/p>\n

That has all changed, Brian says, since K&L moved to RingCentral. \u201cBecause RingCentral is cloud based and works anywhere, our employees can connect and work productively from anywhere\u2014something we proved during the COVID lockdowns. So not only do we no longer have any concerns about scaling up; now we can hire the best people for each role even if they\u2019re out of our geographic area. RingCentral is going to help us grow seamlessly.\u201d<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Whether you\u2019re a wine connoisseur or just hosting an event and need help finding the perfect pairing for the meal you\u2019ll be serving, many industry insiders will recommend the same place: K&L Wine Merchants. A leading online retailer of wine and spirits from around the world, K&L has become a favorite of both consumers and …<\/p>\n","protected":false},"author":1070,"featured_media":49477,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4,18670],"tags":[],"class_list":["post-49476","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","category-retail"],"acf":[],"yoast_head":"\nWith RingCentral Contact Center, online retailer K&L Wine Merchants is toasting its operational improvements | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Whether you\u2019re a wine connoisseur or just hosting an event and need help finding the perfect pairing for the meal you\u2019ll be serving, many industry\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link 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With over four years at RingCentral, she has excelled in various roles, including Senior Customer Advocacy Manager. Marianna specializes in Adobe Creative Cloud, Microsoft Office Suite, content creation, and the design of sales and marketing materials. Known for her positive attitude and efficient multitasking, she has successfully implemented numerous marketing programs and customer events. Marianna's career highlights include producing over 50 case studies in 12 months and building robust customer reference pipelines. She holds a Master\u2019s in Integrated Marketing and Communication from Golden Gate University and a Bachelor\u2019s in Psychology and Communication from UC Davis.","sameAs":["https:\/\/www.linkedin.com\/in\/mariannalevyash\/"],"url":"\/us\/en\/blog\/author\/marianna-levyash\/"}]}},"rc_img_url":"\/us\/en\/blog\/wp-content\/uploads\/2021\/09\/KL-Wines.png","rcblog_by_author":"<a href=\"\/us\/en\/blog\/author\/marianna-levyash\/amp\" data-dl-events-click=\"true\" data-dl-element=\"link\"><span class=\"image\"><img src=\"https:\/\/secure.gravatar.com\/avatar\/9ba7a2c0eb59256ba53bff82a190427661b0ae0b7c5cae1086b5fc407f465814?s=96&d=mm&r=g\" alt=\"\" width=\"30\" height=\"30\" layout=\"fixed\"><\/img><\/span><span class=\"by-author-name\">Marianna Levyash<\/span><\/a>","rc_author_full_name":"Marianna Levyash","rc_author_avatar":"\/us\/en\/blog\/wp-content\/uploads\/2021\/04\/ML-headshot.png","rc_author_link":"\/us\/en\/blog\/author\/marianna-levyash\/amp","rc_post_categories":"<a href=\"\/us\/en\/blog\/category\/trending\/customer-experience\/amp\">Customer & employee experience<\/a><a href=\"\/us\/en\/blog\/category\/verticals\/retail\/amp\">, Retail<\/a>","amp_link":"\/us\/en\/blog\/with-ringcentral-contact-center-online-retailer-kl-wine-merchants-is-toasting-its-operational-improvements\/amp","excerpt_title":"With RingCentral Contact Center, online retailer K&L...","_links":{"self":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/49476","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/users\/1070"}],"replies":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/comments?post=49476"}],"version-history":[{"count":0,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/49476\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media\/49477"}],"wp:attachment":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media?parent=49476"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/categories?post=49476"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/tags?post=49476"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}