Page 10 - CBMAwards2024

~ Oct8ne ~

95% received the assistance they needed without requiring
extra support. Another indicator of customer satisfaction is
that 30% of the chats result in a sale, which is a very high
figure. Sandra clarifies: “We’re talking about a 30% average
conversion rate in our chat before implementing AI, so we
believe that now, with AI, this conversion rate will stay the
same or even increase”. Another key aspect of the chatbot
interaction that customers value most is the immediacy and
availability for inquiries at any time on the website. Sandra
adds: “Today, we all seek immediacy. When we have a
question or inquiry, we want the answer right away. What the
chat allows is exactly that—you can ask a question, and the
chat responds instantly, 24 hours a day. Our customer service
team has defined working hours, but we have customers who
contact us from any country in the world”.

The benefits of implementing Oct8ne at IATI
insurance
Among the main benefits of implementing the Oct8ne
chatbot, IATI highlights the ability to offer customers an
alternative communication channel beyond traditional ones
like phone and email. Additionally, the 24/7 availability
enables ultra-personalized responses to customer queries,
reducing the number of help requests transferred to the
customer service team. This optimizes resources by only
handling the most complex cases.

Why should a service company provide quality
customer service?
According to Sandra, providing quality service sets the
company apart from its competitors. As mentioned earlier,
we’re used to not waiting for answers. To better understand
this: if a customer visits our website and receives an
immediate response to their inquiries, they’re more likely
to purchase or sign up for the desired product. On the
other hand, if they need to contact us via phone or other
time-consuming channels, they’re less likely to do so. In
conclusion, Sandra believes that “the chat tool is very
interesting nowadays. I’d say it’s essential for any customer
service department without a doubt”. ••

OCT8NE
Do you have a business? Join this journey too and offer ultra-personalized, 24/7 service with Oct8ne’s chat!

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