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~ Oct8ne ~

ffering personalized assistance translates to barrier between offline and online and making the online
increased sales and trust among your website experience similar to the face-to-face experience increases
Ousers. E-commerce must have as many channels conversions.
as possible to interact and engage with its customers to
impact its conversion. To reproduce the offline experience, communicating in real-
time is not enough; agents and customers need to see the
Nowadays, every online shop offers contact via mail, phone, same at the same time.
and social media. These channels are useful not only to gain
more followers and build a community around the brand; Imagine a client who is reaching out because he’s got
they are often used to help customers. Users don’t like to doubts or because he’s looking for a specific product. He
waste time on the phone or waiting to receive an answer by would have to ask a very clear question or describe the
email; they want an immediate response. specifics of the product he is looking for meticulously for
the agent to understand. If the agent doesn’t understand, the
To solve this need, live chat is definitely the best option. conversation may become too lengthy and frustrating for
Not having this kind of tool means raising a barrier between the customer, without considering that the agent might not
your shop and your customers, which translates into offering suggest the correct product.
a poor customer experience and purchase process. In fact, if
we don’t provide answers in real-time, we could lose sales. A piece of data worth considering is that about 65% of
However, not every chat is capable of solving this issue, if online buyers have abandoned their cart because the agent
what we are looking to gain with a live chat is increasing couldn’t solve his or her doubts. This is what Oct8ne aims
conversion. The majority of standard chats are not visual. to fix.
Meaning they don’t help to facilitate communication
between agents and clients. Thanks to the coviewer, the visual support of this live chat,
agent and customer can see the same thing simultaneously.
What does visual customer service mean? Oct8ne allows you to share images and videos of products
Having a live chat available in our e-commerce business is and interact with them while chatting. Both agents and
offering immediacy. But to personalise, like in a physical customers can show products and see them in real-time,
store, we need to break the visual barrier. zoom in on the image, or highlight details.

Oct8ne’s visual support fixes this problem. We have But my e-commerce needs a chatbot
already talked about this software as one of the top 10 Artificial Intelligence is the ultimate e-commerce trend,
chats of 2020. Oct8ne’s team has proved how breaking the mostly because it represents a great option to improve the

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