WINnovation Award Winner: RedChirp — Connecting Wine Brands to the Modern Consumer
The wine industry is constantly facing new trends, new challenges and the pressure to stay ahead of the competition. With this comes the opportunity to innovate.
Each year, Wine Industry Advisor recognizes five wine industry innovators, not only for their impressive ingenuity or technical advancements, but also for how their product and / or service improves the North American wine industry.
Texting is an effective way for businesses to communicate with their customers. RedChirp, one of the Wine Industry Network’s 2021 WINnovation Award winners, allows employees to quickly text customers from their own phones, without customers having access to anyone’s cell phone number.
“RedChirp specializes in commercial SMS for heavily regulated industries, like medical practices, financial service providers, and businesses like wineries selling alcohol,” says Jennie Gilbert, who founded the company with Scott Gilbert. and Jim Kane in 2020. “RedChirp has a really exciting momentum in the wine industry right now; the familiarity and feel of text messaging is a natural fit for an industry so focused on hospitality and establishment. relationships.
Wineries use RedChirp to improve customer service and increase sales in a variety of ways.
Web chat: RedChirp connects to the web chat on the cellar site. It sends an SMS to a designated person when someone logs into web chat, texting that person’s phone and a link with all the details. The designated employee can answer from their phone wherever they are, while their private mobile number is never compromised.
Thirty percent of wineries that use RedChirp respond to chat requests within 3 minutes. In 90 minutes, that percentage rises to 98.
No phone tag: Very few people pick up their phone if they don’t recognize an incoming number, but people read their text messages. RedChirp can send text messages about reservations, sales, payment information collection, wine club pickups, etc.
Almost 92% of customers contacted via the app’s text messaging respond within 5 minutes. When RedChirp surveyed users, they found that using the app saves 5 hours a week playing phone etiquette with customers.
Faster payments: Wineries can request credit card information securely via SMS. This is especially useful for expired credit cards from members of a wine club or others whose cards are registered.
“It was extremely effective,” says Gilbert. “Forty-two percent of customers respond within 10 minutes. »And 98% of customers respond during the day.
Faster Wine Club pickups: The wine waiting for the club members to pick it up takes up precious space.
RedChirp user Sokol Blosser sent two separate mass text messages to 66 club members who were over 100 days late with pickups. These two text messages solved 88 people from late pickups. People ultimately came to get their wine.
Textual promotions: Email open rates may vary when wineries send out promotions. When McKahn Family Cellars hosted a summer 6-pack sale and emailed wine club members, no one responded. However, with a mass text message on the same sale, they made 10 sales in two days.
“The wineries that use Red Chirp really love it. And it’s not difficult to adopt, ”says Gilbert. “Sometimes non-tech companies are nervous about another tech product. One of the very exciting things about Red Chirp is that he’s [easy] to begin with, and you start to get the feedback right away. If you run it on your website and have decent website traffic, you will immediately start receiving web chat requests. It’s so intuitive. If you know how to send SMS, you will be fine with RedChirp.
All WINnovation Award winners will be on display at Wine Industry Network’s WINExpo at the Sonoma County Fairgrounds on December 2, 2021, where they will also receive their official award and highlighted in the program guide. Register here.
Watch the virtual prize reception here.