Page 16 - CBMAwards2020

~ Oct8ne ~

THE SECRET

WEAPON TO

IMPROVING

COMMUNICATION

IS VISUAL WINNER

CUSTOMER CUSTOMER

SERVICE EXPERIENCE

Text: Sanne Leenders // Photos: Oct8ne, Creativology.pk

Camper is a footwear company founded in Mallorca in 1975 by Lorenzo Fluxà. Camper

is well-known in its industry for its peculiar hybrid design and fresh style. As of today, the
company has a global presence with more than 400 stores. Camper strongly believes that
creating a shopping environment that is lively and engaging is of great value. The company
has implemented—through international customer service— a very clever centralised
strategy, providing amazing personalised assistance to its clients through Oct8ne. This
assistance is offered in more than eight languages, supporting more than 40 countries
around the globe from its headquarters in Spain. Therefore, Oct8ne has rewarded them with

a Cross-Border Magazine Award within the Customer Experience category.

ct8ne is the only hybrid chat solution (live chat and the e-commerce conversion rate. Considering that chatbots
chatbot) with a coviewer - visual support that allows have been trending in the last two years, and to satisfy the
Oyou to reproduce the experience of an offline store in need of many companies to offer a 24/7 service, Oct8ne has
online shopping by showing images and videos of products also developed its own conversational chatbot, that, through a
in real-time. The coviewer aims to make communication flow of questions and multiple answers, is capable of guiding
between the agent and the customer fluid and easy. By seeing customers toward the product/solution they are looking for,
the same at all times during the purchase process, the agent provide info about order status, and generate leads when
can guide the customer throughout the purchase process, agents are not available, among other functionalities.
breaking the typical online shopping barrier and increasing

16 17