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~ Oct8ne ~

PATPRIMO BECAME

SUCCESSFUL BY

COMBINING VISUAL

ATTENTION WITH

OCT8NE USING

HUMANS AND BOTS

Text: Beatriz Garcia // Photos: Oct8ne
Patprimo was founded in Colombia in 1957 by José Duer, also known as Don Pepe. The brand,
which has been in the fashion sector for more than 60 years, has more than 100 stores and a
wide range of products, all produced in Colombia. Patprimo has always been committed to
emphasising its brand over the competition, and to achieve this goal in the online world, they’ve
opted for Oct8ne’s visual customer service.

hat is visual attention? And what has it service team into sales assistants, who, just like in a physical
brought to Patprimo? store, help you find the best product for your needs, show you
WOct8ne is the only chat solution with a built- several options, help you combine a product with another and
in catalogue and visual support that allows agents to view accompany you until you complete your purchase. The fact
products seen by the customer and display product images and that the agent can see what product the customer is looking
videos in real-time without leaving the chat window. This new at the whole time facilitates communication. The customer
chat feature offers customers a different shopping experience feels comfortable and understood in this experience, precisely
from what they’re used to by humanising e-commerce, which, because they’re treated like they would be in an offline store.
in the end, can break the classic barrier of the online world
when the customer can’t see the product. “When the customer wants to make a purchase, Oct8ne offers
our agents a great advantage in that they can see what the
“In the sales phase, the coviewer is excellent,” says Juan client is looking for in real-time with the coviewer. This lets
Camilo Torregrosa, head of customer service at Patprimo, consultants recommend products as if they were in a physical
“which is why the majority of sales, 50-60%, are made store, which facilitates cross-selling.”
through the chat channel. Overall, this is thanks to the
product history feature that lets us apply cross-selling and Why combine personalised attention with a chatbot?
upselling techniques. I also love the features that the tool For Paprimo’s e-commerce, offering excellent customer service
offers me, like being able to monitor in real-time how agents is extremely important, and their dedication is manifested
answer users, how many conversations we receive through in statistics for the standard of service that almost never fall
Oct8ne, or if a consultant missed a chat, etc.” below 95%. They make it clear that automatising processes
and optimising resources are essential to offering a quality
The coviewer has allowed him to transform his customer service, which is why they’ve implemented the Oct8ne

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