Case Study: Tessiland achieves 24/7 personalized customer service and reduced abandoned carts with Oct8ne

Tessiland - Customer Case Study

Tessiland, a leading Italian e-commerce company in the knitting and yarn sector, faced the challenge of providing a simple online experience for its core demographic of older, less tech-savvy customers. Their goal was to reduce shopping cart abandonment and handle a high volume of repetitive customer inquiries, particularly about order status, which was saturating their phone lines. They turned to vendor Oct8ne for a solution using its visual chat and chatbot services.

Oct8ne implemented a suite of tools including a coviewer for visual assistance and an easily configurable chatbot to automate frequent queries. This solution allowed Tessiland to offer 24/7 support, guide customers through checkout with non-intrusive triggers, and drastically reduce phone calls. The results were highly measurable: over a three-month period, Oct8ne's chatbot successfully handled 8,093 out of 8,175 total help requests. This automation freed Tessiland's team to focus on more complex customer interactions, improving overall efficiency and sales.

Tessiland

Giovanni Mustone

Founder