How Flaviar is putting a smooth finish on their customer experience

Flaviar

"We enjoy the platform for its ease of use, the extra features like the branded tracking page, great support, and because it saves us development resources."

Klemen M
Head of Customer Care

About Flaviar

Flaviar is a band of spirits enthusiasts inspired by culture, rich history, and the art of distillation. Founded in 2012, Flaviar is a spirits club that offers a better way to experience fine liquor from around the world. Members can choose both sample boxes and full-sized bottles from a vast collection of exciting and unusual Spirits to be included in quarterly deliveries shipped directly to their door.

The challenges

Flaviar forages the World of Spirits for the finest, rarest, and most unique expressions out there and packs it all into a 21st-century Members Club.

Keeping customers informed about their shipments while working with hundreds of different retailers on Flaviar’s marketplace, which all use different shipping solutions was a big challenge. Flaviar was using a custom-built solution that informed their customers when their shipment was on the way, but they were looking to keep customers informed at all critical stages of their post-purchase journey. To build and manage the upkeep of an internal solution like this wasn’t going to be financially feasible, so Flaviar needed a solution that was going to streamline the process.

The outcome

Partnering with AfterShip has allowed Flaviar to utilize proactive shipment notifications to communicate critical delivery updates to their customers and streamline the onboarding of new carriers that their retailers use. Flaviar was able to reduce their resolution time by up to 30% by using the shipment dashboard to proactively address shipment exceptions. Their customers love being informed about their shipment status, with their shipment notification emails boasting up to 20% increase in open rates than previous emails. With an increase in customer satisfaction, Flaviar’s contact ratio has also seen a decrease by up to 30%. AfterShip Tracking has allowed Flaviar to focus on what they do best - leading the speakeasy movement of the modern day.