Case Study: Prince Wine Store achieves personalized online customer engagement with tawk.to

Independent Wine Shop Finds New Ways to Serve Customers Online

Prince Wine Store, an independent wine shop in Melbourne that sells wine, spirits and boutique beer and runs educational programs, faced the challenge of serving customers during COVID-19 social distancing and increased online shopping. To replicate the in‑store salesperson experience online, they added a tawk.to chat feature and used tawk.to’s Hired Agents to engage website visitors.

tawk.to’s solution lets staff proactively message visitors in real time, offer personalized recommendations and guide shoppers through the catalogue just as they would on the shop floor. Using tawk.to, Prince Wine Store sustained personalized service, continued to thrive on the retail side despite travel restrictions, and created meaningful customer experiences where shoppers were — online and on mobile.

Prince Wine Store

Alex Wilcox

Co-Owner