Case Study: Naked Wines achieves 20-30s average wait times and under 3% abandoned calls with Natterbox

Giving wine the personal touch

Naked Wines, an online wine retailer focused on a personalised customer experience, needed a phone system and contact centre that could cut response times and give managers clear visibility of call performance. They selected Natterbox and implemented its telephony tools — notably Natterbox Cloud PBX and Contact Centre Wallboards — to meet a strict KPI of answering inbound calls within 20 seconds after previously suffering 20–30% abandoned calls and average waits around 60 seconds.

Natterbox delivered a customizable Cloud PBX with automated call routing, queue controls, wallboard reporting and hands-on training and support, plus CRM integration for a seamless agent experience. The result: abandoned calls dropped to below 3%, average waiting times fell to 20–30 seconds (10–15 seconds on best days), the 20‑second KPI was achieved, and Naked Wines gained greater data visibility and improved customer satisfaction.

Naked Wines

Greg Banbury

Managing Director