Case Study: Direct Wines achieves exceptional customer service and sales growth with RSVP

Direct Wines - Customer Case Study

Direct Wines, the world’s largest online wine merchant, needed a reliable partner to support its brands including Laithwaites, The Sunday Times Wine Club and Averys through fluctuating seasonal demand and highly knowledge-led customer interactions. RSVP provided outsourced customer service and sales support across inbound calls, chat and email, helping manage both day-to-day activity and peak campaign volumes.

RSVP implemented a flexible resourcing model that included inbound and outbound sales, customer lifecycle management, and full-time Personal Wine Advisors with strong wine expertise and WSET qualifications. Over a 10+ year relationship, RSVP generated more than £100M in revenue, benchmarked well against in-house teams, and even supported customer-facing wine show activity, strengthening continuity and customer experience for Direct Wines.

Direct Wines

Nicola

Wine Sales Agent