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Customer Experience

E-commerce Customer Care Playbook: Are you ready for tomorrow’s customers?
E-commerce customer care is nowadays, perhaps the most important aspect of an online shopping experience. Due to the Covid pandemic, e-commerce global adoption skyrocketed in 2020, pushing many people that...
March 29, 2022
Consumers don't trust cross-border deliveries
57% of online shoppers around the world have made at least one online cross-border purchase in the last twelve months. Meanwhile a further 22% have considered doing so. Additionally, 43%...
October 29, 2021
40% of consumers stop using brands that do not align with their values
Almost three quarters of consumers (73%) say that they often or sometimes go out of their way to engage and buy from brands that closely align to their personal values....
October 21, 2021
Shoppers vs retailers: omnichannel shopping experiences
Almost two thirds of shoppers say that a poor experience on any channel will make them less likely to shop again with a brand. A potentially damaging disconnect between what...
October 14, 2021
8 benefits of video chat for customer service
People do business with people. That’s the main reason why telephone is still such a popular channel. It’s more personal than digital channels. But there’s one channel that has even...
August 6, 2021
Online stores that chat directly with customers gain 25% retention growth
Some brands use text messages to speak to their customers build better relationships. This shows to improve retention. The average lifetime value (LTV) rising by as much as 25% when...
July 22, 2021
Consumers keep shopping online, but only with a good experience
More than half (55%) of UK adults will interact with brands more through digital and virtual channels than face-to-face post-pandemic. However, only retailers that create a good experience online will...
June 25, 2021
Oct8ne expands its customer service channels with WhatsApp and Facebook Messenger
Customers are getting more and more demanding, meaning customer service continues to evolve each day to adapt to new client needs. When the need for immediacy arose, companies promoted livechats...
June 14, 2021
84% of shoppers reject retailers with a poor returns experience
More than eight in ten (84%) online shoppers would turn their back on a retailer after a bad returns experience, according to InternetRetailing. Highlighting the power of returns as a...
May 27, 2021
80% of consumers miss in-store shopping
Retail brands are putting customer loyalty at risk due to a disconnect between their physical and e-commerce experiences. Research shows that 80% of shoppers say they miss at least one...
May 20, 2021
What do consumers think about online-offline integration
Since the COVID-19 outbreak struck flexibility has been an important aspect in retail. Consumers are becoming more flexible in their daily routines thanks to ever more digital lifestyles and expect...
May 18, 2021
Oct8ne introduces its new chatbot model to increase sales
Its configuration is very simple and completely customizable for each business.It integrates with APIs to automate any administrative process.47% of users who make purchases online would be willing to do...
April 13, 2021
How customers value delivery
Shoppers say the cost and speed of delivery are the two of the most important factors that they take into account when buying online. However, a significant minority would consider...
March 31, 2021
Consumers set a high customer service bar
Approximately a year into the COVID-19 outbreak, retail stores across the country have made adjustments to create a customer shopping experience vastly different from what it originally was at the...
March 29, 2021
58% of Irish consumers prioritize online over in-store shopping
68% of Irish consumers reported spending more online in 2020, compared to 2019. Looking ahead, 58% prioritizes online shopping over in-store shopping in 2021, compared to 52% last year. However,...
March 16, 2021
The advantages The Art Company gets from Oct8ne’s chatbot
Automatisation in e-commerce is a very important and frequently discussed topic and, with the increasing implementation of chatbots, the way we interact with customers has changed drastically. Applying automatisation to...
January 26, 2021
Why your live chat needs visual support to offer outstanding customer service
Offering excellent customer service is mandatory in every business. Despite the product or service you sell in your e-commerce business, despite how much you optimize the UX of your web,...
January 21, 2021
How visual customer service turns e-commerce into a success story: Four examples with real data
The goal of any e-commerce business is to sell, but the real purpose of a good e-commerce business is to boost sales continually. It makes sense to think that the...
January 14, 2021
Fewer returns by personalizing the customer experience
Returns are often inevitable, especially within the fashion industry. It cost retailers money and the customers time. Returns are part of online shopping, but a reduction of 10% is certainly...
November 26, 2020
Most consumers abandon slow-loading e-commerce sites
According to a survey conducted by Retail System Research (RSR), more than half of consumers said they leave when they are frustrated with slow-loading e-commerce sites. Therefore, they are more...
August 24, 2020
Online shoppers demand that brands be more environmentally friendly
Over the last few months, consumers have started to move to e-commerce. The temporary closure of physical stores has provided the opportunity for consumers to re-evaluate their shopping habits. Therefore,...
July 30, 2020
34% of French shoppers expect free shipping for all orders
Depending on the threshold, most online shoppers in France expect their online order to be shipped for free. One in three online shoppers in France expect all of their online...
June 8, 2020
The key to the future: personalised customer experience
Marc Erra is the CEO of Oct8ne, a customer support service provider originating from the United States. With tons of experience in marketing and e-commerce businesses, he knows his way...
May 26, 2020
Luxury brands discover WeChat
According to Emerce, there is a rise in the use of WeChat as a selling platform by luxury brands like Louis Vuitton, Cartier and Bulgari. About 60% of the luxury...
July 2, 2019
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