Oct8ne expands its customer service channels with WhatsApp and Facebook Messenger

June 14, 2021 by
Sanne Leenders
customer service

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 over email responses, forms or calls. Customers didn’t want to wait to have their issues resolved.

This is exactly why automation has become another essential aspect of customer service and 76% of users contact companies through the messaging applications they use most frequently to request customer service about a product or service.

Suddenly, we find ourselves with a bunch of contact channels and we can’t neglect any of them. Customer service influences the customer's shopping experience and has a direct impact on your business’s conversion.

Oct8ne's SaaS, which was created as an alternative to the classic livechats, now forms a very complete conversational platform, thanks to its visual support that lets you give your customers streamlined service. Respond to chat queries from the chat itself, automate bot responses, and manage correspondence from messaging applications.

Consolidate your customer service team’s work

All customers are different and communicate through different channels. There are already more than five million businesses using WhatsApp Business and more than 20 billion messages are exchanged each month between companies and users on Facebook Messenger. Therefore, a tool capable of encompassing the service of different social channels is necessary.

Oct8ne's new Messaging service allows you to centrally manage users that contact your company from the web chat and from external messaging applications to resolve issues on all your channels. Agents will be able to answer all inquiries from the same panel and streamline their work thanks to the multi-agent mode. With this, your customer service team can be assigned to different users and handle each case personally.

We can’t forget that social networks are a very important channel for customer service, which is why we need to pay the same attention to offering good service as improving user satisfaction. On this channel Oct8ne forgoes the coviewer, but to continue strengthening visual attention, agents will be able to send and receive images from users like in WhatsApp Business or the Messenger app.

Why visual support in customer service is necessary

Remember that 74% of customers spend more money when they receive good customer service. To have a chat available in our e-commerce is to offer immediacy. But, to be able to give personalized attention, like in a physical store, we need to break the visual barrier that communication in writing entails.

The visual support that Oct8ne offers allows agents to communicate almost as if they were in a physical store without having to share their screen or send product links of the items they’re talking about. Their livechat is integrated with the store's catalog so that agents can recommend and view images and videos along with the customer in real-time through the coviewer. 

With Oct8ne you can see each client’s product history and what page or section they’re browsing. With this contextual information, you can advise them in real-time by showing them products in the coviewer. User feedback becomes a conversion opportunity because agents, in addition to responding to inquiries, can act as sales associates and recommend products using up-selling and cross-selling techniques. This feature turns customer service into a powerful sales tool.

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