Case Study

OKWINE expands its customer interaction capabilities with ConnectiveOne

With Fedor Andriienko, Head of E-Commerce OKWINE

Photo of Fedir Andriyenko, Head of E-Commerce at OKWINE

Industry

Retail

Site

okwine.ua

Services

Omnichannel panel
Scenario Builder
Statistics
Mailings

Integrated

telegram color iconviber color iconicon website widget

OKWINE is a leading wine market network in Ukraine, offering a wide selection of alcoholic beverages and related products. Founded in 2012, the company has become a reliable destination for connoisseurs of quality wine, spirits, and exclusive drinks.

OKWINE aimed to optimize the operation of its wine market hotline, reduce the load on operators, and provide customers with immediate access to expert advice without the need for waiting, complex registration, or email exchanges. To make the communication process faster and more convenient, the company implemented ConnectiveOne — an innovative solution that allows customers to receive prompt responses and personalized recommendations in real-time.

Optimizing customer interaction

OKWINE actively utilizes popular communication channels, such as email, telephony, and messengers, to ensure convenient communication with customers. Along with expanding its network, the company continuously improves processes, making shopping and consultations even more comfortable.
‍"The implementation of ConnectiveOne was an important step in this direction, as its main goal is to simplify and accelerate customer interaction as much as possible."

OKWINE Chatbot in Telegram: Automatic Loyalty Balance Check and Drink Selection Consultations Fedir Andriyenko
"The main value of working with ConnectiveOne is access to an expanded functionality, constant communication with developers, and continuous system improvements with detailed explanations for each update."
Fedir Andriyenko shares insights on the results of implementing the ConnectiveOne platform

Fedir Andriienko

Head of E-Commerce OKWINE

Speed and impeccable service

Currently, the effectiveness of the service is assessed through feedback from managers and clients, allowing for quick analysis of the communication quality. In the near future, the implementation of digital metrics is planned to provide even more accurate measurement of performance.

Impact on Financial Metrics and Online Order Efficiency

"Thanks to the implementation of ConnectiveOne, we have significantly reduced the load on the hotline and actively support customers during online order placement. This not only increases convenience for buyers but also positively impacts the company's financial performance."

Online Widget Interface on the OKWINE Website and Viber Chatbot for Automated Customer Support and Loyalty Balance Verification

Integration with the OKWINE Loyalty System

ConnectiveOne is integrated with OKWINE's loyalty system, allowing customers to quickly check their bonus balance, use them, or find out the current balance on their bonus card. Thanks to the convenient integration, users have seamless access to all bonus operations without any hassle. This not only improves the customer experience (UX) but also encourages repeat purchases, as the benefits are always readily available.

Recommendations from OKWINE for Implementing Automation

"The key is to clearly define the tasks the company wants to solve with the service. We recommend preparing scripts in advance and setting up an effective communication technique through the chat. Don’t be afraid to experiment and leave room for changes."
Fedir Andriyenko shares insights on the results of implementing the ConnectiveOne platform

Fedir Andriienko

Head of E-Commerce OKWINE

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