{"id":4456,"date":"2020-05-27T23:28:16","date_gmt":"2020-05-27T23:28:16","guid":{"rendered":"https:\/\/blog.reamaze.com\/?p=4456"},"modified":"2023-06-09T13:48:21","modified_gmt":"2023-06-09T20:48:21","slug":"beer-cartel-reamaze","status":"publish","type":"post","link":"https:\/\/www.reamaze.com\/blog\/beer-cartel-reamaze\/","title":{"rendered":"Australia’s Award Winning Online Beer Retail Shop, Beer Cartel, Implements Re:amaze Across Multiple Businesses For Better Customer Service"},"content":{"rendered":"

Today we’re talking with Richard Kelsey<\/strong>. Richard is a director at Beer Cartel<\/a>\u00a0and Brewquets<\/a>, and a Board Member at Retail Drinks Australia. He’s also a Top 50 person in Aus Ecommerce. Beer Cartel has been with Re:amaze since 2019 and we’re excited to have them share their experience!<\/p>\n

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R:<\/strong> Beer! Who doesn\u2019t love a cold brew? So go ahead, tell us about Beer Cartel! What should we know?<\/span><\/h3>\n

BC:<\/strong> Beer Cartel (www.beercartel.com.au) is an award-winning craft beer retailer that stocks over 1,000 of the best craft beers from Australia and internationally. It was started in 2009 with the intention of making great beer available to Australian drinkers, showing that there was much more to the world of beer than the very limited range that was available at every bar and bottleshop.<\/span><\/p>\n

Beer Cartel has been featured by Smart Company during the COVID-19 pandemic! Here\u2019s what they had to say or <\/span>read for yourself<\/span><\/a>.<\/span><\/p>\n

\u201cAbsolutely crazy\u201d: Beer Cartel sales skyrocket as Aussies look online for booze amid coronavirus lockdowns<\/span><\/p><\/blockquote>\n

Beer Cartel is also the recipient of the Australia Post Online Retail Industry Award for best online marketing! <\/span>Read about it here<\/span><\/a>.<\/span><\/p>\n

Here\u2019s a description from Beer Cartel\u2019s About Us page:<\/span><\/p>\n

We started Beer Cartel in 2009 with a dream: to provide beer drinkers with access to amazing beer from Australia and overseas and to open people\u2019s minds to what beer really is.<\/span><\/em><\/p>\n

The sights, the aromas, the flavours and the stories; we wanted to showcase it all.<\/span><\/em><\/p>\n

Operating out of a tiny Kennards Storage Shed, Beer Cartel started as a <\/span>monthly beer subscription<\/span><\/a> delivered to your door. Each month we used to take over the entire temperature controlled wine storage area at Kennards as we packed hundreds of boxes.<\/span><\/em><\/p>\n

It was exciting times, but we wanted to do more and in 2011 opened our Sydney store. If you are Sydney based or travelling come say g\u2019day; we\u2019re at 9\/87 Reserve Rd, Artarmon.<\/span><\/em><\/p>\n

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R:<\/strong> What was your customer support process like before? What have you realized that needs to change?<\/span><\/h3>\n

BC:<\/strong> Beer Cartel had no support solution in place, we had looked at different alternatives but found nothing that was super intuitive, that worked across channels and that had a great helpdesk platform.\u00a0<\/span><\/p>\n

We were busy using and shuffling inside and out of Gmail to manage inquiries and a simple FAQ page on the website – this translated to huge inefficiencies and our lovely customers weren’t really being looked after. We wanted and needed to change this situation which ultimately led us on our search.<\/span><\/p>\n

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R<\/strong>: During this search for the right tool, what did your team pay attention to? What was priority #1?<\/span><\/h3>\n

BC:<\/strong> We had some simple needs to fill:<\/span><\/p>\n