How WNDR Alpine achieved a 99% CSAT score
WNDR is a cutting-edge ski company headquartered in Salt Lake City, Utah, right at the foot of Little Cottonwood Canyon. Led by industry icons, Matt Sterbenz and Pep Fujas, they’ve looked to rethink ski production and its downstream effects on our environment. They’ve pioneered the use of Algal Technology and created new ski shapes that are a culmination of decades of industry experience. Countless hours go into WNDR’s research and development so it’s of utmost importance to them that their shoppers understand their construction processes and what makes their Algal Tech so unique.
Results
Providing an exceptional customer experience drives conversions.
99%
17s
16%
Overview
WNDR is a cutting-edge ski company headquartered in Salt Lake City, Utah, right at the foot of Little Cottonwood Canyon. Led by industry icons, Matt Sterbenz and Pep Fujas, they’ve looked to rethink ski production and its downstream effects on our environment. They’ve pioneered the use of Algal Technology and created new ski shapes that are a culmination of decades of industry experience. Countless hours go into WNDR’s research and development so it’s of utmost importance to them that their shoppers understand their construction processes and what makes their Algal Tech so unique.
Who is WNDR Alpine?
The WNDR presence is very well established among the Salt Lake City community. They run popular factory tours of their manufacturing operation, host on-mountain snow demos at many of their local resorts, and recently opened a stunning retail shop in the heart of the city. WNDR looked to Remark to take this highly personalized experience that was felt locally and extend it globally.
Results
Remark turbocharged the WNDR sales experience. Average order values increased because shoppers who were buying skis now had access to support for buying complementary bindings and touring skins. The Remark conversion rate neared 10x their standard conversion rate and shoppers saw an average response time of 17 seconds which is 20x faster than industry standards for live chat. Most importantly, throughout the entirety of the ski season, the CSAT score has remained above 99%.
Parting words
Skis, bindings, and climbing skins are nuanced and expensive. The differences can be subtle and the compatibility requirements are confusing. Yet, buying the right gear will not only make a skiing experience more enjoyable but it will also make the experience safer. To provide the happiest and most frictionless shopping experience, it’s vital to provide expertise during the shopper journey. Having a credentialed expert guide shoppers makes those shoppers happier, buy more, and come back in the future.
What WNDR Shoppers have said:
"Noah D did an awesome job. He responded quickly, was friendly, listened to my concerns and he was quite knowledgeable. He was familiar with my home ski area and gave me a great recommendation based on my style and needs.” -Sam W.
“Awesome recommendations, and took the time to ask questions to understand what I was looking for! Much appreciated their advice” -Katherine H.
“Fast response, friendly, and gave me the answer I wanted. 5/5” - Michael T.
“Austin answered all my questions and made some confirming recommendations. Very helpful” - Bridger J.
