Page 32 - CBM19

~ Oct8ne ~

OCT8NE’S LATEST

SUCCESS STORY:

CROMANTIC

HOW A LIVECHAT WITH

VISUAL SUPPORT HELPS

TO BOOST SALES ONLINE

Text: Beatriz Rojo // Photos: Oct8ne, Brooke Lark - Unsplash
How many times have you hesitated on the colour, texture or quality of a product when shopping
online? If this aspect is important in e-commerce, is it a decisive factor when buying make-up?

romantic is a great beauty brand from very interesting piece of information: 71% of the conversa-
Colombia that perfectly understands tions that Cromantic receives are started organically by the
Cconsumers’ needs. They seek to offer a new customer.
shopping experience on their website, fighting the
online shopping handicap of not being able to test Customers send selfies to beauty consultants through
the product. the chat
“Clients ask us a lot about make-up bases or types of eyelashes,
The brand, with almost ten customer service channels, wanted and they want a consultant’s personal recommendation,” says
to provide the most human contact possible, and, given the Laura. “The client may be loyal to a brand, but they might
need to attend to their customers through an online chat, they not know what shade they’re wearing. However, we also have
chose Oct8ne. customers that don’t have any previous experience with the
product, and they go directly to the chat because they’re unsure.
Laura Riaño, Cromantic’s customer service coordinator,
explains that a visual experience is extremely useful in the At Cromantic, we make sure we know a little more about the
make-up sector: “Clients can send us photos in real-time needs of each person and the qualities they’re looking for. Then
while speaking with our experts who can personalise the we recommend the same type of product from two or three
consultation.” different brands.”

We’re sure you already know what makes Oct8ne stand out The beauty consultants ask the client to send two selfies to
in terms of customer service tools: it’s the only chat that in- make sure the light in the photo doesn’t skew their skin tone.
tegrates your catalogue so you can offer the products visually This way, the user joins in the conversation and can view
during the conversation. products with the professional who can find the right one.

We’ve talked before about other companies that have im- “Our customers usually aren’t familiar with the visual support
proved their conversion with Oct8ne, but Cromantic is the feature because they’re not used to having it in a chat. But, we
first success story in Latin America and is accompanied by a explain that they can use it, it’s completely secure, and that

32