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~ Oct8ne ~

Freshly Cosmetics is a natural cosmetics product e-commerce that founded its business on three
main principles. Its products had to be natural, healthy, and respectful towards the environment.

reshly was born as a native digital brand, The impact of Natura in terms of automation and
so since the very beginning, it has been conversion
Fcustomer-centric, focusing efforts on building
a close relationship with its customers. Natura, Freshly’s chatbot, can answer 80% of customers’
queries. This means that even though customers are not used
Why did they choose Oct8ne? to interacting with advanced tools such as visual chatbots, only
They wanted to be 20% of users ask to
““BEING ABLE TO SHOW AND RECOMMEND PRODUCT
available for their be transferred to an
IMAGES OR VIDEOS OF ROUTINES THROUGH THE COVIEWER
customers 24/7. agent.
They did use other
chatbots before; HAS INCREASED OUR CONVERSION RATE BY MORE THAN “Being able to show
30%, SO ALL THE PREVIOUS WORK OF SETTING UP THE
however, the tools and recommend
CHATBOT CONVERTS VERY WELL, AND WE ARE VERY
they tried missed product images or
providing their videos of routines
customers with HAPPY WITH THE RESULTS NATURA IS GIVING US.” through the coviewer
the kind of closer has increased our
contact they were conversion rate by
CIT. LAURA VERNET - CUSTOMER LOVE SPECIALIST
looking for. Oct8ne’s more than 30%, so
visual support, the all the previous work
coviewer, offered them the possibility to connect with their of setting up the chatbot converts very well, and we are very
audience visually, offering a very innovative customer journey. happy with the results Natura is giving us.” cit. Laura Vernet -
Customer Love Specialist
In fact, the coviewer, together with catalogue integration,
allows showing and recommending products in real-time Freshly Cosmetics offers personalised assistance through
also through the chatbot, reproducing the experience of video calls made directly through the chat by their Skin
brick-and-mortar stores where a personal shopper guides the Coaches, who give personalised advice with specific routines
customer throughout the whole purchase process. and products based on the skin type and needs of each client.
Moreover, to make sure the customer achieves the desired
Freshly Cosmetics sells in 36 countries in Europe, America, results, they also provide a follow-up service. ••
and Asia. They offer personalised attention 24/7 through
the chatbot that has been implemented in Spanish, English,
Catalan, French, Italian, and Portuguese, and through their
team of Customer Love Specialists, native speakers, offer
support in all those languages. The bot implementation was
quite a big project for the Freshly cosmetics team, which
aimed to build a bot able to answer all the doubts that may
arise for each product and guide the customer during the
purchase process.

The use of the coviewer
To achieve its goal, the Freshly team has implemented a
chatbot composed of different decision trees so that all the
flows with questions and multiple answers guide customers
towards products that best suit their needs. By showing,
through the visual support of the chatbot, product images,
videos with routines, or packs recommended for specific skin,
hair, or body types, they offer the opportunity to shop at any
time without having to rely on the availability of an agent to
solve their doubts.

Furthermore, the Customer Love Specialists continuously
nourish the chatbot thanks to customer feedback and feed it
with new information every time they launch a new product.

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