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~ Oct8ne ~

On top of this, there is also a matter of keeping customers loyal that customers do not feel like they are wasting time explaining
to your brand. Without any doubt, I would say that volume everything.’
is good. However, volume without good conversion and great
customer service means nothing at all. Tell us more about this Co-viewer functionality?
‘Well, a visual process is a fundamental cornerstone in any sale.
Please make sure that this is not just a bold statement. We can It is always easier to sell a product when it can be properly
back it up with data we collected from an Oct8ne study in 2019. demonstrated. Surprisingly, something that is as obvious as
We detected that the average percentage of conversion, once a this was barely – no, never – used in e-commerce customer
customer had been helped via our Co-viewer functionality in service before Oct8ne was formed. In the past, when looking
Oct8ne’s software reached rates around 25% to 35%. There’s at customer service channels that were available, the customer
more. The percentage of customers who came back a couple of and the support agent never had the chance to view the same
days later, after being unable to make a purchase on the first product together. They were purchasing “blind”.
session, to actually make their purchase was around 50% to 60%.
That is an outstanding statistic if you ask me.’ With the Co-viewer, we make two things possible. First, the
agent can see the same product as the
Customer experience can customer in real-time. Second, the
“WE ARE FILLING THE
be improved by speaking agent can browse the site’s catalogue
the same language as the and visually show the customer
VISUAL GAP THAT IS
consumer, both visually and a product they recommend. As a
communicatively. Why is that bonus, they can not only just show
‘Speaking the same languages MISSING FROM STANDARD the product, they can even interact
so important?
with the image, draw on the image to
CHATS THAT ARE USED
is very important. Perfect highlight a specific part, zoom in and
communication is needed out and even add the product to the
TO ENGAGE WITH
to generate the empathy customer’s cart.
and confidence needed for a
CUSTOMERS.”
consumer to make a purchase. For customers, it is very beneficial
The advantage of having a that they can show their own images
system like Oct8ne is that, even of products that are not in the site’s
if you do not have an agent catalogue. This helps the agent to
that knows a certain language, our integrated simultaneous better understand what it is a customer is looking for. This
translating tool allows you to understand what a customer is particularly allows the agent to be a lot more effective to realise
asking. On top of that, you can respond in the same language. a direct sale, as well as upsell and cross-sell. An agent can
It helps the client feel more comfortable and more confident to recommend products much easier as it is no longer needed to
finish their purchasing process.’ send any links.’

The translation tool you mention, it is a technique to take Services provided by customer service agents as you
customer service to a new level, making it easier for cus- describe above focus on reactive communication. What is
tomer service employees to understand the customer better. your opinion on proactive service?
What else do you do? ‘I believe consumers are very open to this, and I think it has
‘Our main focus has always been to push the boundaries of impacted negatively how some companies are handling their
what a customer service agent can provide. With the many basic bots. Basically, the only thing they propose is triggering
tools we utilise, we can not only give an agent additional a chat after a customer has been on the site for a specified
customer service tools, but we can also give them the power number of seconds. Without a doubt, this can be intrusive and
to sell. Our visual Co-viewer functionality is perfect for the not welcomed by some customers.
online world. We are filling the visual gap that is missing from
standard chats that are used to engage with customers. Using segmentation rules, we create the opportunity to analyse
what stage in the purchasing process a customer is. We can
A big benefit is that we can analyse all the actions of each then detect when they have questions or if they are facing
visitor as they enter an e-commerce site. This allows us to tell any problems. That way, it is sure we can achieve a bigger
the difference between each user. Most of all, it shows an agent engagement with those clients and, therefore, have a direct
everything that a customer has been looking for. This way, an influence in the purchasing process.
agent has all the information needed without even having
spoken to them. An agent can have a better understanding of This is, in fact, not new. It is the same behaviour that we see in
the customers’ needs and wishes and can be more efficient at the offline world. Image these two scenarios. One: you go into
providing a satisfying solution to a problem. A big bonus is a store and see a seller standing at the door waiting for you to

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