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~ Oct8ne ~

THE EXPERIENCE

OF JUANITA JO

WITH OCT8NE’S VISUAL

CUSTOMER SERVICE

PLATFORM

Text: Ilaria Carboni // Photos: Oct8ne, Juanita Jo

Juanita Jo was born as a brand of handbags with a wide variety of models and colours. Over the
years, it expanded its range of products and became an icon, positioning itself in Argentina and
setting trends in the Latin American market. Currently, they have 14 own stores and multi-
brand stores where their products are sold, but there is another rapidly growing sales channel:
online. In their e-commerce, it is possible to find the same models as in their physical stores, in
addition to the “Opportunities” section with discounted items from previous seasons. Another
added value of their online store is the customer service they offer, which is similar to the one of a
physical store.

uanita Jo before Oct8ne offers 24/7 service available via chat, email, phone, and video
In an interview with Noemí Lebersztein, Marketing call to quickly resolve any doubts or issues that may arise.
JCommunication Manager of Juanita Jo, she explained “Nowadays, if a provider doesn’t have customer support, we
that before implementing Oct8ne, they used another chat don’t choose them,” says Noemi.
tool that was much more basic. Help requests were not received
in real time but were responded to via emails by a single agent. Juanita Jo with Oct8ne
First and foremost, they increased the number of human
Why did they choose Oct8ne? agents providing support to their customers. What used to
When it came to professionalising their online sales be email-based help requests are now transformed into fluent
department, they decided to improve processes and look for conversations where images and videos from the integrated
a provider that could offer added value to their customer catalogue are shared. “Our agents share product photos,
service. “The previous chat was very basic; it didn’t have a lot highlight details with annotations, and make suggestions.
of functionalities,” says Noemi. Furthermore, she explains People take the time to do it; they are not rushed. They like it,”
that one of the main reasons they chose Oct8ne was its native says Noemi. The number of products shown per session through
integration with Prestashop, the platform they used to create the coviewer is approximately three, but it varies depending on
their e-commerce. This integration allows them to enjoy the customer’s query. For example, suppose a customer wants to
numerous benefits when making interactions with potential buy backpacks. In that case, the agents are likely to send many
customers a smooth conversation that often turns into more images than if they requested “large black backpacks,” as
sales. One notable feature is the integration with the online in the latter case, they are sent products that fit those specific
catalogue, which enables the sharing of real-time product characteristics.
images and videos. Another decisive factor was the customer
support provided by Oct8ne, as their Customer Success team

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