Page 34 - CBM19

~ Oct8ne ~

personalised beauty consultations will be streamlined.” wasn’t streamlined, and we were giving different answers.”

Customers feel at ease with the coviewer, and it works Since we installed Oct8ne, it is without a doubt the channel
much better for us than a video call as our users might be with the most interactions and has made it easier for us to
multitasking while chatting with us. However, if a client cannot keep control because we could integrate it with our CRM. We
send us their photo or is hesitant to do so, we offer them the initially used Zendesk, but now we use Hubspot, and we were
video call.” able to centralise all our customer requests. Now we can see the
contact they’ve had with our brand from the same panel, and
For Cromantic, the customers’ reaction to a personalised we have more powerful reports.
consultation is an indicator that the user likes the visual
experience. Once the customer interacts with the coviewer, they By detecting that the customer is more satisfied with the
return to the website to make a purchase. personalised attention given by the consultants through the
chat, Cromantic is referring more traffic to this channel, so
Customer success, sales and centralisation people migrate from social media conversation to online chat.
The visual experience hasn’t only allowed Cromantic to “We answer them on all channels, but we invite them to the
increase its conversion, return and loyalty, it has also minimised chat and highlight that we can provide this type of personalised
customer effort with the brand. consultation to show them the product they need in real-time.”

“The clients no longer need to explain what’s going on or what A human strategy combined with a conversational
they need.” Cromantic has customised the Oct8ne chat, so the chatbot
customer finds the most common options at first contact: ask This ultra-personalised user experience allows agents to
about their order, request beauty advice or speak with customer be completely focused on being beauty consultants. The
service. “So, with one click, we immediately know what they conversational chatbot answered 67% of questions from users,
want.” while the customer service team took care of the other 32%.

Laura Riaño explains that before using the chat, This is the first time that Cromantic has automated customer
communication with the customer was chaotic. “Users went service, but they chose a conversational chatbot like Oct8ne’s
through all means and jumped from channel to channel to find because they were looking for customer-friendly software with
the fastest way to contact us. At that time, customer service immediacy.

34