Winc Membership Frequency

Learn all there is to know when it comes to offering our members our new monthly, bi-monthly & quarterly membership options.

Winc Membership Frequency

Membership Frequency

What is membership frequency?

Membership frequency is how often a member will receive an order. When Club W  first started we were solely a monthly wine club. We are now transitioning into offering different frequency options in which members can receive wine on a less frequent basis. 

Membership Frequency Options

Monthly 

All of our members are automatically enrolled into our monthly membership upon signing up. A monthly membership means that they receive wine on a monthly basis unless they use our Skip a Month feature to skip their order for that month. 

Bi-Monthly (new)

Our bi-monthly frequency is a new option in which members will receive wine every other month. They will still have access to the skip a month feature so if they need to skip one of their bi-monthly shipments they can. 

Quarterly (new)

Our quarterly frequency is a new option in which members will receive wine once every three months. They will still have access to the skip a month feature so if they need to skip one of their quarterly shipments they can. 


Monthly, Bi-Monthly & Quarterly Membership Options

Match each Winc Membership frequency option with the appropriate definition.
  • Bi-Monthly
    Every other month
  • Monthly
    Every month
  • Quarterly
    Every 3 months

Monthly, Bi-Monthly & Quarterly Membership Options pt. 2

  • Monthly
  • Bi-Monthly
  • Quarterly
Rank our membership frequency options from most to least reoccurring 

Purpose

What is the purpose of membership frequency options?

Membership frequency options help us accommodate to our members who for different reasons (i.e financial, delivery, excess wine) are unable to receive monthly shipments. Our primary use for it will be as a save tactic for those members who experience difficulty receiving monthly wine since we want to cater to them and give them the best experience. 

Who is membership frequency for?

Our membership frequency options are going to be reserved for select members as a save tactic. Some members can fall into both categories that is not uncommon. Our goal is to make sure that we are offering our members with the correct membership frequency. 

Bi-monthly Criteria 

  • Member must have at least 2 orders OR spent $100 in revenue
  • Member must be interested in membership just would like to receive wine less frequently
  • Must have history of skipping if none is apparent we should pitch skip a month feature prior to providing membership frequency as an option

Quarterly Criteria 

  • Member must have at least 3 orders OR spent $150 in revenue
  • Member must be interested in membership just would like to receive wine less frequently/ when they want to place an order
  • Must have history of skipping which shows they are aware of this feature 

Use Good Judgement: Member Criteria

  • One of our qualifications for bi-monthly is that the member must have at least 2 orders or $100 in revenue
  • One of our qualifications for quarterly is that the member must have at least 6 orders with us
  • If the member has never used the Skip a Month feature they do not qualify for either membership frequency
  • If a member has 10 orders and they would like to receive wine every other month we should offer them our quarterly frequency option
  • One of our qualifications for bi-monthly & quarterly is that the member must be interested in the membership

Putting your skills to the test: Question 1

  • Quarterly
  • Bi-monthly
  • Neither
What membership frequency would you offer a customer who purchases 6+ bottles of wine every time they order, but is constantly skipping multiple months in a row?

Putting your skills to the test: Question 2

  • Quarterly Membership Frequency
  • Skip A Month
  • Bi-Monthly Membership Frequency
If a member has received their first order via a GAB promotion and chats in to cancel because they do not drink wine frequently, which of the following should we offering them?

Putting your skills to the test: Question 3

  • Quarterly
  • Bi-Monthly
If a member whose been with us for almost a year works out of town every other month and is looking to cancel because they dislike having to use our Skip A Month feature so often what membership frequency should we offer them?

Putting your skills to the test: Question 4

  • Bi-Monthly
  • Quarterly
  • Neither
If a member who has had 3 orders with us wants to cancel because they do not drink wine frequently enough and have received Satisfaction Guarantee on almost all of their orders which membership frequency option should be offer them?

Putting your skills to the test: Question 5

  • Skip A Month, Bi-Monthly, Quarterly
  • Bi- Monthly, Skip A Month, Quarterly
  • Skip A Month, 2 Month Hold, Bi-Monthly
A member with 6 orders who has never skipped is looking to cancel because they have too much wine for the next month or so. In what order should we offer solutions to this member.

Winc Membership Frequency: In's & Out's

Membership Frequency Details

Our membership frequency options are new and therefore at the moment we do not have any indicators on the members end that they are opted in. It is extremely important to walk members through the details of how Bi-monthly & Quarterly work. Some of our features work differently when members are opted into a membership frequency so it is important to note these differences.

Membership Frequency within 1425

Where can I locate our membership frequency options in 1425?

It can be located within a members "Subscription" page within 1425. Note: Everyone is auto set to monthly unless changed by an agent 

Membership Frequency & Subscription Status

How does Membership Frequency affect Subscription Status?

When an account is opted into our quarterly or bi-monthly membership frequency their account status will always be active. An account is only considered "suspended" when our skip a month feature is being used. What this means is that even though an account is set to receive an order every 3 months or every other month, the months they are set to not receive orders the account will remain active. 

Membership Frequency & Skip A Month

How does skip a month work with our new membership frequency options?

Skip a month will still be a feature that members in Bi-monthly & Quarterly frequency can use however there are somethings to note: 

  1. Skip a Month will only be accessible 30 days prior to their next processing date 
    • Ex: If they want to skip their December order in October they will not be able to do so
  2. Skip a Month will only skip one month at a time 
    • Although our new membership frequencies options offer less frequent orders our skip a month feature will only be set up to skip one month 

Image displaying skip a month greyed out

the image should show how skip a month appears when not within the 30 days

Membership Frequency & Skip A Month

Can an agent skip a month for a member prior to the 30 days?

Agents should not be using skip a month prior to 30 days before the member's processing date because this can cause some major glitches within the account. If a customer really needs to skip a month prior to the 30 days we can push out their processing date instead. Below are the following guidelines for when and how to push out a members processing date: 

  1. We should only be pushing out a members processing date if they are NOT within the 30 day period of skipping 
  2. If the member mentions that particular processing date not working for them offer to change the date for them within the same month (ex: if December 1st doesn't work we can offer December 15th) 
  3. We can only push out their processing date by ONE month (ex: December 1st pushed back to January 1st)
  4. We must inform the member that pushing their order back one month will also push out all future orders as well (ex: If on quarterly pushing their December order back to January will cause their March order to be pushed back to April) 

Membership Frequency & Skip A Month

If the member is not within the 30 day skipping period in what instances should I be pushing out their processing date?

Reminder: We can only push out a processing date out by 1 month

Yes

  • When the member knows they will be out of town for that month and unable to receive their order (ex: flight tickets booked) 
  • If within the 30 day window they will not have internet access to skip themselves (i.e camping)
  • If they are moving that month and want to skip in advance before they forgot 

No


Winc Membership Frequency: Opt-In

Quarterly Membership Frequency Opt-In

What are the steps of opting a member into Quarterly?

Once a member meets our Quarterly membership frequency criteria and is on-board there are numerous steps that need to be taken to prepare their account correctly both within the interaction with the member as well as 1425. 

  1. Inform the member that our frequency option is a new feature and list all that it entails 
    • there is no indicator on the user end that they are quarterly 
    • they will still have access to our Skip A Month feature, but can only access it 30 days prior to their next processing date
      • Our Skip a Month feature will work the same way, it will only skip one month at a time not a quarter 
  2. Update the members account in 1425 by selecting Quarterly in the Interval drop down
  3. In 1425 their processing date should be pushed out 3 months from when they contact us.  Figure out the members next processing date; (i.e Called us in October so we will pass November, December and set their process date in January) 
  4. Suggest that they update their recommendation settings to 3X what they currently are (i.e if they are set to 4 bottles/ month suggest 12 bottles/quarter) & offer to update their recommendations for them
    • pitch 10% off 12+ bottle orders 

Opting Members into Quarterly Membership Frequency

Quarterly Membership Frequency 1425 Opt-In

These are the following steps to opt-in a member into Quarterly: 

  1. On a members subscription page select Quarterly from the drop-down
  2. Once the toaster on the up right hand corner signals "Subscription Interval Updated" proceed to the next step 
  3. Manually push their "Next Processing Date" three months out (i.e November to January)
  4. Refresh 1425 & verify that they are set to Quarterly and that the processing date selected was updated 

 

Are you a Quarterly Opt-In Pro?

A member has met the Quarterly frequency option criteria, so prior to opting them in we should let them know about . Once we tell the member all about that our next step is to opt them in on . When selecting quarterly from the drop down we have to push out their processing date  out to get them into the correct member frequency. 

Bi-Monthly Membership Frequency Opt-In


What are the steps of opting a member into Bi-monthly?

Once a member meets our Bi-monthly membership frequency criteria and is on-board there are numerous steps that need to be taken to prepare their account correctly both within the interaction with the member as well as 1425. 

  1. Inform the member that our frequency option is a new feature and list all that it entails 
    • there is no indicator on the user end that they are bi-monthly
    • they will still have access to our Skip A Month feature, but can only access it 30 days prior to their next processing date
      • Our Skip a Month feature will work the same way, it will only skip one month at a time not two months
  2. Update the members account in 1425 by selecting Bi-monthly in the Interval drop down
  3. In 1425 their processing date should be pushed out 2 months from when they contact us.  Figure out the members next processing date; (i.e Called us in October so we will pass November and set their process date in December) 
  4. Suggest that they update their recommendation settings to 2X what they currently are (i.e if they are set to 4 bottles/ month suggest 8 bottles/bi-monthly) & offer to update their recommendations for them
    • pitch more bottles helps them achieve their rate 10 get 10 sooner 


Opting Members into Bi-Monthly Membership Frequency

Bi-Monthly Membership Frequency Opt-In

These are the following steps to opt-in a member into Bi-Monthly: 

  1. On a members subscription page select Bi-Monthly from the drop-down
  2. Once the toaster on the up right hand corner signals "Subscription Interval Updated" proceed to the next step 
  3. Manually push their "Next Processing Date" one month out (i.e November to December)
  4. Refresh 1425 & verify that they are set to Bi-Monthly and that the processing date selected was updated 


 

Are you a Bi-Monthly Opt-in Pro?

A member has met the Bi-monthly frequency option criteria, so prior to opting them in we should let them know that our Skip a Month feature will skipat a time. Once we tell the member all about how skip a month works our next step is to opt them into bi-monthly, which is located on the .  Once we've opted them in we should suggest that they  their recommendation settings. 

Putting your skills to the test - Question 1

  • November 21st 2016, January 21st 2017, March 21st 2017, May 21st 2017, July 21st 2017
  • October 21st 2016, December 21st 2017, February 21st 2017, April 21st 2017, June 21st 2017
  • December 21st 2016, February 21st 2017, April 21st 2017, June 21st 2017, August 21st 2017
  • November 21st 2016, February 21st 2017, May 21st 2017, August 21st, 2017
A member contacts us on October 21st and you opt them into the bi-monthly Membership Frequency, when would their upcoming orders take place?

Putting your skills to the test - Question 2

  • January 21st 2017, April 21st 2017, July 21st 2017 , October 21st 2017
  • December 21st 2016, March 21st 2017, June 21st 2017 , September 21st 2017
  • November 21st 2016, February 21st 2017, May 21st 2017 , August 21st 2017
  • October 21st 2016, January 21st 2017, January 21st 2017, April 21st 2017
A member contacts us on October 21st and you opt them into the quarterly Membership Frequency, when would their upcoming orders take place?

Putting your skills to the test - Question 3

In October a member calls to cancel but qualifies for the bi-monthly frequency and is opted in.

She calls us back because she forgot to write down her upcoming orders for the year. If she never plans on skipping and her processing date is on the 21st of the month, what dates would you advise for her to write down on her calendar?

Putting your skills to the test - Question 4

In November, a member calls to cancel but qualifies for the bi-monthly frequency and is opted in.

She calls us back because she forgot to write down her upcoming orders for the year. If she never plans on skipping and her processing date is on the 21st of the month, what dates would you advise for her to write down on her calendar?

Putting your skills to the test - Question 5

In September a member calls to cancel but qualifies for the quarterly frequency and is opted in.

She calls us back because she forgot to write down her upcoming orders for the year. If she never plans on skipping and her processing date is on the 21st of the month, what dates would you advise for her to write down on her calendar?

Putting your skills to the test - Question 6

In October a member calls to cancel but qualifies for the quarterly frequency and is opted in.

She calls us back because she forgot to write down her upcoming orders for the year. If she never plans on skipping and her processing date is on the 21st of the month, what dates would you advise for her to write down on her calendar?

Winc Membership Frequency Options: Troubleshooting

Common Scenarios & How to Handle Them

Customer: "Why is my skip a month button not working?"

When a customer reaches out about their skip button not working or nothing happening when they attempt to skip our first step should be to check the account they are trying to skip on and wether they are opted into membership frequency or not. We should not assume it is a technical glitch. 

  • Skip a Month will only be accessible 30 days prior to their next processing date
  • Therefore if they are trying to access it prior to 30 days the skip a month functionality will be disabled

Inform our member that our skip feature will be accessible once they are in that 30 day window of their processing date.

Please note: This also means that as agents we also CANNOT skip a bi-monthly or quarterly account if they are not in that 30 day window of their processing date.

Customer: "I am unable to skip yet, but can you please skip my next order for me?"

Sometimes members know that they do not want an order set for a certain date/ month therefore they may want to skip it in advance which will not fall into the 30 day window. However since they are still outside the 30 day window we cannot use the skip a month feature, but this is what we can do for them: 

  • We can offer to change their processing date for them within the same month (ex: if December 1st doesn't work we can offer December 15th) 
  • We can offer to push out their processing date by ONE month, this is the max length we can push it out (ex: December 1st pushed back to January 1st)

NOTE: We must always inform the member that pushing their order back one month will also push out all future orders as well (ex: If on quarterly pushing their December order back to January will cause their March order to be pushed back to April) 


Winc Membership Frequency Options: Resources

Where can I get extra support for mastering Membership Frequency?

Is there an Internal KB article that I can learn more from at anytime?

Of course! At anytime you can check out the article:

"What is membership frequency? And how can I master these new membership options?"

 

And last but not least, feel free to retake this course

over & over until you feel you've perfected these new options!

Winc Select - will be removed and become its own course

What is Winc Select?

  • When you opt in to Winc Select, we’ll automatically recommend you any of our wines from $13-$35.
  • Winc Select refers to bottles $14+
  • Once you opt in to Winc Select, you forego the personalized recommendations the Palate Profile quiz set you up for. Instead, you’ll just be recommended any $14+ bottles currently available.
  • Winc Select includes absolutely no upgrade fee, and you can opt out at any time.

Read how we describe Winc Select in the Support Center article What is Winc Select? reproduced below and then answer the following True/False questions.

Winc Select is our new membership tier that allows you to upgrade your monthly recommendations to include only our most special, higher-end wines. You’ll still receive wines selected by our Palate Profile quiz to uniquely match your taste. The only difference will be that those wines will be chosen from only our best bottles. You can also still manually add any featured $13 bottles to your order! It's a whole new world of wine!

*These wines start at $14+ There is no additional membership or upgrade fee. All eligible discounts still apply.

Winc.com/Select

Currently, we have  membership tiers to choose from. These are  and .

 

With Winc Featured, we recommend bottles to you exclusively at the  price point. And with Winc Select, we recommend bottles from .

Winc Select in 1425

  • It’s easy to tell whether or not a member is part of the Winc Select tier by the ribbon icon next to their name in 1425.
  • Right now you can opt a member in or out in 1425.
  • If a member wants to opt in to Winc Select, you can do so one of three ways: in 1425, via Winc Select landing page at Winc.com/Select, or from within their account under My Membership.
  • Currently, you need to log in as user and opt a member in or out of Winc Select from their account.
Please select all correct statements regarding Winc Select in 1425.

Winc Select in a Member's Account

  • You can find the Winc Select options under Account Settings.
  • You can opt in or out of Winc Select from within a member’s account.
Please select the correct statements regarding Winc Select in a member's account.

Opting In and Out on Winc.com

If you opt in or opt out of Winc Select via the Winc.com/Select landing page or under My Membership > Advanced Settings, you will see a notification banner for when you .

Winc Featured vs. Winc Select

  • Winc Featured
    With this tier, you will only be automatically recommended bottles at $13.
  • Winc Select
    With this tier, you will be exclusively recommended our best bottles at $14+.
  • Which tier(s) allow(s) you to receive personalized recommendations based on the results of your Palate Profile and ratings?
    Both.
  • With which tier(s) might you be recommended these wines: Endgame Chardonnay, Forma de Vida Verdelho, Baja East x Winc Red Blend?
    Winc Select
  • With which tier might you be automatically recommended these wines: Capuchon White Blend, Kin & Country Primitivo, Pas Ordinaire Red Blend?
    Winc Featured

Winc Featured vs. Winc Select Pt. 2

Drag and drop the tier name to its correct description.

What are all the benefits of Winc Select?

  • No upgrade fee.
  • You are recommended the best wines we offer based on your Palate Profile and ratings.
  • You do get recommended our most elevated wines. However, it is unfortunately at the expense of your personalized tastes as the Palate Profile quiz and ratings no longer apply.
  • You can still add any $13 bottles you wish to your box. You are not required to receive the $14+ bottles we'll recommend every month.
  • No strings attached. You may opt out at any time.
Select all correct statements.

Who would be a good candidate for Winc Select?

  • The member only really likes sweet wines.
  • The member’s history shows that they often order six bottles or more and of varying prices.
  • The member is chatting in to cancel due to cost.
  • The member says that they prefer Pinot Noirs and higher-end wines.
  • The member has expressed concern over the quality of some of the wines they’ve received so far.
  • The member says that at 4 bottles totaling over $50, the membership is a little expensive for them already.
  • The member wants to try wines they haven’t been recommended before, but they want to make sure they’re still personalized to their tastes.
Choose whether or not you believe the described members would be good candidates for Winc Select.

Winc Select Resources

Support Center

You can read about Winc Select in the external Support Center article: What is Winc Select?

And in the internal Support Center article: What is Winc Select?


Experts

Stephanie Guastella, Head of Member Engagement, is also an excellent resource as she spearheads the Winc Select program. You can reach her via email at [email protected] or via Slack @stephanie