WNDR Alpine turbocharges customer sales and satisfaction
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.
Customer Snapshot
WNDR Alpine is a Certified B Corporation® and leading-edge ski company headquartered in Salt Lake City, Utah. Their focus is to bring performance-driven, bio-based materials to outdoor gear using biotechnology, science, and innovative manufacturing techniques to reduce the impact on the planet.
Situation
WNDR Alpine had an amazing story to tell. They were creating a paradigm-shifting platform using renewably sourced materials to create better performing gear—meticulously designed to heighten the alpine experience. While there was a lot of love for the brand locally through their new flagship store, online shoppers also needed that same level of in-person expertise to understand each product’s nuance and detail.
Solution & Results
Remark took the highly personalized experience that WNDR Alpine customers felt locally and extended it globally. Shoppers could converse through chat with credentialed experts that understood the products and materials inside-out. As a result, 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.
Remark’s tools created a seamless and satisfying shopping experience for WNDR Alpine that resulted in:
- 99% CSAT score
- 10x higher conversion rate
- 17-second shopper-to-expert pairing time (industry average: 11 minutes)
Parting words
With brand stewardship and authentic interaction being of the utmost importance, Remark was able to humanize the online shopping experience for WNDR Alpine. Using expert-driven content, one-on-one interactions, and trustworthy voices, the customer satisfaction rate soared.
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.
