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~ Oct8ne ~

specific case, to assist a customer during the finalisation of the their team to engage in conversations where personalised
purchase process, avoiding one of the biggest vanishing points attention was needed and most importantly decrease the
of e-commerce. number of phone calls that were very high.

Oct8ne’s visual support, the coviewer, represents for Tessiland “At first,” Giovanni explains, “customers were a bit critical of
a tool of double utility: for the agent to be able to see the path the chatbot’s empathy, but then they realised, also thanks to the
that the customer has taken, understand what they are looking work we did through social media, that the chatbot allows us to
for, and be able to show articles that during the navigation offer them immediate assistance 24/7.”
they did not find; and on the other hand for the customer, who
can through a smartphone, tablet and not only from desktop, He then adds, “the simplicity with which the Oct8ne chatbot
show the photo of configurator is
“THE COVIEWER BRINGS AN IMPORTANT
the article they are designed allows it to
looking for. be implemented with
ADDED VALUE TO THE PURCHASING great ease, thanks
Automation to the system of
PROCESS”
Like so many drag-and-drop forms
e-commerce where you enter
businesses, Tessiland the questions and
was faced with customer service and a phone line saturated answers. In one evening, I did the configuration which then
with frequently asked questions, mainly regarding order status. your team colleagues optimised with automation such as order
Despite automatically sending an email with an order tracking tracking”. So now, Tessiland customers can interact at any time
link at the moment the package leaves their warehouses, of the day or night with the chatbot to get the information
Tessiland customers continued to contact the company by they are interested in. To give a numerical reference of how
phone, asking for this type of information, highlighting that an much the chatbot has agilised Tessiland’s customer service
email is still an unknown tool for many. work, just consider that out of 8175 help requests received in
a three-month period, the chatbot handled 8093. Of these
Offering phone support, however, as the company’s founder 8175 help requests also, another interesting fact is that 6961
himself confirms, in the long run, is really tiring for the agent are conversations initiated spontaneously by the customer
who spends eight hours answering the same questions, so they requesting assistance. ••
realised that automating with a chatbot, a series of frequent
answers that did not really need human attention, would allow

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