Case Study: Wineshipping achieves personalized self-service support at scale with Stonly

Wineshipping Supports a Diverse Client Base at Scale with Stonly

Wineshipping, the #1 logistics partner for wine brands in the United States, needed a better way to support a diverse client base using its client portal. As portal usage grew, clients struggled to find answers, support tickets increased, and internal teams had trouble keeping documentation current and providing timely, consistent guidance.

Stonly helped Wineshipping launch an embedded knowledge base in less than six months, along with 50+ interactive guides and no-code triggers for in-portal announcements. With Stonly, Wineshipping improved self-service and personalized support at the point of need, leading to reduced ticket volume, fewer repetitive tickets, better service consistency, and faster resolutions for clients, CSRs, and account managers.

Wineshipping

Amanda Santos

Associate Product Manager