Case Study: Naked Wines achieves better customer service with RingCentral

To provide better service, NakedWines.com takes full advantage of the RingCentral platform, including custom click-to-call integration with the API and real-time monitoring of call queues using the new RingCentral Live Reports

Naked Wines, a growing worldwide retail operation, needed to improve customer service and better manage call traffic across multiple queues. Using RingCentral, the company added a custom click-to-call integration through the RingCentral API and gained real-time visibility into support demand.

With RingCentral Live Reports, Naked Wines could monitor queue traffic, missed calls, agent availability, and service levels, then rebalance staffing proactively. RingCentral helped reduce misdials, improve staffing decisions, and prevent overloaded queues by giving the team the data needed to respond faster and more efficiently.

Naked Wines

Mark Hansen

Customer Happiness Phone Team Manager