Case Study: Patprimo boosts sales and customer service with Oct8ne

Patprimo - Customer Case Study

Patprimo, a long-established Colombian fashion brand, faced the challenge of extending its high-quality, brand-focused customer service from its physical stores into its high-traffic e-commerce operation. They needed to manage customer inquiries across multiple channels efficiently while also reducing the burden on human agents for common requests. To achieve this, they implemented the conversational chatbot and coviewer tools from vendor Oct8ne.

Oct8ne's solution, particularly its intelligent chatbot 'Juan' and the real-time product tracking 'coviewer', automated a significant portion of customer contacts. This allowed Patprimo to handle frequent questions about promotions and returns automatically, freeing human agents to focus on complex sales conversations. The results were highly successful: the chatbot now handles 100% of its queries with no customer complaints, the chat channel drives 50-60% of all sales, and the customer service team consistently maintains a service level above 90%.

Patprimo

Juan Camilo Torregrosa

Head of Customer Service