Case Study: Pompeii boosts customer-centric ecommerce sales with Oct8ne Live Chat and Chatbot

Pompeii - Customer Case Study

Pompeii, a Spanish sports shoe company, started as an online and traveling market business and needed to scale its highly valued "Happiness" customer service approach. Their challenge was to maintain efficient, personal, and non-invasive support to build trust and ensure a smooth purchasing process, especially for a customer base concerned with product details and returns. They turned to vendor Oct8ne to implement its live chat and chatbot service.

Oct8ne's solution provided a chat tool and bot that Pompeii could easily program itself to handle frequent queries about sizes and returns. The implementation included non-invasive triggers for stock alerts and a WhatsApp integration to streamline communications. The results were significant: Oct8ne's bot handled 66% of all queries, and 57% of served customers returned to the website within days. Furthermore, 43% of chat users were shown a product, with 10% purchasing it in the same session.

Pompeii

Sara Corbacho

Head of the Customer service Department