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~ Oct8ne ~

THE KEY TO

THE FUTURE:

PERSONALISED

CUSTOMER

EXPERIENCE

Text: Nico Hoeijmans // Photos: Nathalie van de Leur

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 around the online world. Erra has been leading the launch of Oct8ne in Spain and
Italy, and is currently focused on expanding the business to the United Kingdom and the
Netherlands. We meet up in Barcelona, Spain, to talk about the importance of experience in
e-commerce.

hat is your vision of today’s global “Customer experience” is a heavily discussed hot topic
e-commerce market? right now. What are your thoughts on its influence on
W‘I believe that e-commerce is one of the key e-commerce?
pillars in the global economy right now. In many economies, ‘Customer experience should be one of the main focus points for
people buy more frequently online every day. In fact, 19% of any e-commerce organisation – seller or service provider. It is an
Spanish consumers say they shop online on a weekly basis. In extremely cut-throat market, and it certainly is difficult to stand
the United Kingdom, this statistic is 50%. That’s quite a lot! out from competitors, who offer similar products and prices.
When we talk about current e-commerce trends, it is very To make a difference, it is very important to offer an excellent
complicated to pinpoint just one. There are so many specific, service. This way, you can compete with big companies that are
specialised e-commerce fronts in the market. Changes will well-established. For instance, we believe that, even though
appear year after year after year. Without a doubt, though, bigger competitors may be able to deliver better conditions, it
I believe that the main change will come with the increased is very rare that they can top the likes of a shop that adopted
possibilities and accessibilities in smartphones. For example, Oct8ne in terms of customer service.
mobile improvements in the purchase processes, automation
processes with bots, new payment and logistic opportunities. I believe that most e-commerce companies obsess over
And all without losing sight of the experience and quality of generating higher traffic volumes. Yes, that is important. Of
service.’ course, it is. But what is equally – or even more – important is
how to make sure that all of that traffic is converted into sales.

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