Success story: Due Home

Due Home is a furniture and decoration store offering a vast catalog of products for home and office. The brand, managed by the third generation of a family distributing furniture, aims to help customers create memorable interiors and set the stage for their lives.

On their website, they make it clear: they want you to feel comfortable in your space every day, and this philosophy extends to customer service. “Usually, when you go looking for furniture, you already know what you want,” explains Alicia García, E-commerce Manager at Due Home, “but resolving customer doubts is always important.”

Their customer profile ranges from 25 to 50 years old, featuring a very broad demographic due to their highly affordable quality-price ratio. However, the most remarkable aspect of their target audience is that they shop 24/7.

“We used to have a very basic chat system and switched to Oct8ne because we wanted to combine our agents’ assistance with a chatbot to cover hours when they are not available,” the company explains.

Due Home started using Oct8ne to achieve direct, quick, and easy communication with users. “Generally, our customers want to speak with an agent, but we know we have to be realistic and can’t have agents online 24/7. That’s why we wanted a bot, and we’ve seen that the acceptance has been very good.”

“We’re mainly interested in letting the customer know that we’re here and they can ask their questions. The chatbot can handle this, or we inform them that they can contact us the next day during our business hours.”

This brand’s experience aligns with data showing that 83% of users prefer interacting with a brand through chat. With the arrival of bots, they can get immediate responses without waiting, and when a human’s help is needed, the conversation can be transferred to an agent.

Due Home’s website receives an average of 50,000 visits per month, and it’s necessary to be prepared for any user doubts. Nearly 22% of visits have been attended to by agents who have spent an average of 10 minutes resolving each query.

“We also get many messages about orders that haven’t arrived yet. Although users can see the order status, they often want to know when their package will arrive once it’s been shipped.

While this can be automated with Oct8ne, we currently find it important to handle this through agents to manage customers who may already be in a ‘semi-upset’ state. We want to provide a quick response, but personalized attention is paramount in these cases.

The bot is very helpful in answering frequently asked questions about shipping costs, payment methods, or whether the furniture is delivered to the home.”

Buying furniture online generates specific doubts: dimensions, color, materials… It’s common to create sets in our cart to furnish a space.

Due Home tells us that their customers have two main questions: delivery times and the color or size of their products. “This information is on the website, but sometimes users don’t see it or have more specific questions, like the capacity of a drawer, for example.

Using the covisor, we can send images from other customers or product videos to give them a more realistic experience. We also use our office sample and send a photo to resolve doubts.

When customers request a product in a specific color or size, we can directly recommend the alternatives we have. The chat product search is great.

Moreover, the visual support allows us not only to recommend products but also to send assembly instructions to guide users post-purchase,” says the E-commerce Manager.

• Of all the traffic on Due Home’s website, 49% opens the chat to ask questions. Due Home has provided exemplary service, with 94% of received queries being addressed.
• 77% of these queries have been resolved by the chatbot within three minutes.
• Additionally, thanks to this type of customer service, 14.43% of customers they attended to this year have returned to make another purchase, and transactions made through the chat have an average order value of over 200€.

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