Bongiorno Work ultra personalizes its customer service with Oct8ne

Bongiorno Work, a leading company in the workwear sector, has always aimed to offer the highest quality in both the products it sells and the service it provides to its customers.

Bongiorno Work’s needs

Due to the nature of the products Bongiorno sells, the company has always demanded impeccable service from its employees, especially when recommending products to customers. In their field, an incorrect recommendation could lead to a workplace accident.
However, the company faced several challenges, including:

• An increasing volume of customer inquiries, requiring constant support.
• The need to provide immediate responses to remain competitive, particularly in a market where high expectations and fast response times are crucial.
• Managing an international customer base, which demanded multilingual support and seamless communication workflows.

Why Bongiorno Work chose Oct8ne

Bongiorno Work was looking for an innovative solution to enhance customer interactions and optimize its online sales processes. It chose Oct8ne not only for its advanced co-vision functionalities, which allow agents to show products to customers in real time, but also for the team behind the platform, as explained by Marina, the company’s CEO.

Bongiorno Work only partners with top-tier companies, true “heavyweights” in their respective sectors, and recognized Oct8ne as a technological partner that met its high standards. The ease of integrating the solution into existing business systems, combined with the team’s expertise and commitment, made Oct8ne the ideal choice to support the company’s growth and innovation strategies.

The solution: Oct8ne’s visual chatbot

To address these challenges, Bongiorno Work decided to integrate Oct8ne, an advanced customer service platform that includes a Visual Chatbot. This solution enabled the company to automate a significant portion of customer interactions, greatly improving the efficiency of its service.
Additionally, Bongiorno received numerous inquiries during non-operational hours or weekends. Thanks to the Chatbot, it can now be available to its customers at any time.

The benefits achieved

1. 99% Immediate Responses: Over a three-month period, Oct8ne’s Chatbot provided instant responses to 99% of help requests, reducing customer wait times and increasing response speed.
2. Multilingual Support: Oct8ne’s multilingual capabilities allowed Bongiorno Work to seamlessly handle requests from across Europe, enhancing the shopping experience for international customers.
3. Increased Productivity: By automating FAQs, the support team handled only 34% of the inquiries transferred by the Chatbot during the same three-month period, allowing them to focus on more complex or strategic tasks.
4. Order Management and Tracking: 45% of assistance requests related to order tracking were handled directly by the Chatbot, providing immediate information on shipping statuses and resolving customer questions without the need for an agent.
5. Increased Interactions: By implementing a strategy based on automated triggers, Bongiorno proactively engaged users, leading to 48.7% of conversations initiated through automated messages.

Conclusions

The integration of Oct8ne’s Chatbot represented a true revolution for Bongiorno Work, which now looks to the future with the goal of making e-commerce the company’s primary showcase.

With Oct8ne, Bongiorno Work not only significantly improved its customer service but also gained a competitive advantage over its rivals. By adopting innovative solutions like Oct8ne, the company has consolidated its leadership position in the market, meeting the demands of an increasingly demanding and global clientele.

In the future, Bongiorno Work will continue to develop and expand its use of Oct8ne’s Chatbot to further optimize its business processes and respond to the challenges of an increasingly digital world.

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