Page 52 - CBM31

~ Oct8ne ~

ROSSETTI

OPTIMIZES ITS

CUSTOMER SERVICE

WITH OCT8NE

Text: Ilaria Carboni // Photos: Oct8ne

ossetti Deportes, the online sportswear store The winning strategy: Live Chat + Chatbot
based in Argentina, began offering customer Like most e-commerce businesses that have implemented
Rservice on its website through phone calls, Oct8ne, Rossetti Deportes opted to implement a chatbot that
WhatsApp, and social media, which generated a filters all frequently asked questions and forwards only the most
large number of inquiries that were difficult to complex inquiries to human agents, such as the rejection of a
respond to promptly and efficiently. credit card payment. In this way, they offer ultra-personalized
Why? Because to respond to each of them, it was necessary service 24/7, taking advantage of those moments when their
to access different communication channels, complicating the customer service is online to close “face-to-face” sales, as
task for the customer service team and increasing the average explained by Agustin Barrios, head of e-commerce.
response time. For example, to respond to WhatsApp inquiries,
it was necessary to log into that account and provide feedback For Rossetti, the human agents who attend to the chat on their
to each query. Then the same process had to be replicated on e-commerce site must have a deep knowledge of the store and
Instagram, Facebook, and other active channels. its products; therefore, all those who work in the digital part of
the business have previous experience working in the physical
Seeing that this mechanism complicated the daily work of their store. This ensures that the human attention of the e-commerce
team, Rossetti decided to implement Oct8ne, which allowed site is always of high quality.
them to add a chat with visual support to their website but also
facilitated the task for the customer service team. Oct8ne on WhatsApp: a necessary solution for
e-commerce in Latin America
You are probably wondering how, and the answer is by At Rossetti Deportes, they report that inquiries about products,
optimizing the way they respond to help requests thanks to promotions, and prices—those related to pre-sale—come from
the Oct8ne panel, from which it is possible to access inquiries social media, as these are the channels where they showcase
from all communication channels in a unified way, providing their products and advertise. Inquiries related to order status
feedback quickly and easily. and all post-sale matters come through WhatsApp. This turns
out to be the brand’s star channel, through which they receive
Imagine no longer needing to log into each social network to the most help requests.
respond to your users. You simply need to access the Oct8ne
panel and from there see all the inquiries to respond to them In Latin America, and unlike in Europe, the messaging service
one by one or automatically through the chatbot. Sounds good, is widely used in the workplace. For this reason, offering the
right? same visual and personalized service of the website on

52