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~ Oct8ne ~

2. Textura
In addition, taking advantage of customer feedback to • 23.6% of users converted when viewing products in
enhance the conversion allows you to apply up-selling and real-time with the agent
cross-selling techniques to increase the average value of the • 84% of customers served asked for customer service
cart. help after being hit with a triggers strategy
• 18.52% of the return bought on the second visit
• Encourage recurrence • They have shown an average of 4.5 products in each
The last phase of a customer’s lifecycle is loyalty. And it is conversation
as important to serve them as it is to remind them that we
are still there. Only 5% of users return to a site if there’s no 3. Decantalo
interaction with customer service. • Its conversion rate has grown to 20.15%, thanks to the
fact that agents have advised and shown products to
After giving personalised attention, you also encourage the users served
recurrence - by sending an email with the summary of • They managed to attend to 96% of chats with an
all the products you have seen during the consultation average response time of 30 seconds
and a copy of the conversation. With this, the return rate • Showing an average of 2.2 products per chat, and
increases to 70% with a 20% conversion. guiding the client throughout the purchase process
thanks to the add-to-cart and check-out buttons. Of all
Oct8ne published a study in 2018 that highlighted that the clients attended, 30% ended up buying. ••
the conversion rates of e-commerce in Spain are between
0.2% and 3%. However, thanks to the assisted sales strategy,
conversion in e-commerce is multiplied.

Now, the company has put together three different
e-commerce success stories to display with real data on how
proactive customer service impacts sales.

You may have already read the Miró Appliances or the
most recent one we have published with Decántalo; but we
summarise the most critical data:

Success stories
1. Miró Appliance
• Achieved 34.2% conversion by displaying products in
real-time from live chat
• They have attended 76% of their clients’ queries
• 25.6% users bought after being attended to by an agent
• 18.60% return to the online shop

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