Textura is a great benchmark in home decoration. Since 1979, every home lover has brought the harmony of this brand to their home. Its products, which opt for simplicity, make up a vast catalog, meaning advice is something very personal for the brand: “Behind every recommendation there is a team of people who know our catalog.”
Laura Cabrera, who is part of Textura’s e-commerce department, told us about the experience they’ve had with Oct8ne and how their conversion rate has improved. “The attention a shopper receives must be fast, personal and tailored. We don’t just answer questions, we advise the customer”.
Oct8ne’s impact on Textura’s sales
«We started using Oct8ne because we found it to be an interesting scheme to get closer to our customers and it’s the only tool that allows us to show products and interact with the customer in real time», explains Cabrera.
Our visual customer service software lets you integrate the online store catalog to share images and videos of each product within the chat while continuing the conversation with the user. Textura knows how to benefit from this feature:
- Agents show an average of 4.5 products in each session, which has increased the conversion to 23.60%.
«We wanted to offer a closer and more professional sale in addition to solving answering our customer’s questions immediately. Being able to serve a customer as if they were in one of our physical stores is a great technique for personalized sales; we respond to product quality doubts that save many sales at the last minute».
- 74% of Textura’s queries are questions related to the product. Oct8ne has also achieved 18.52% conversion of traffic that returns to the page after talking to an agent.
«We can directly show a user the product they are looking for. We save them time and streamline our sales process. Oct8ne exceeds our expectations. We have information about the items the user has looked at and which ones have been added to their cart. Additionally, our agents can send them recommendations.
- Textura has high traffic on its website but only 15.8% of visits proactively go to the chat to divulge their doubts. With Oct8ne, 84% of users have talked to an agent thanks to a strong trigger strategy.
Textura sought to increase user engagement and has established a segmentation strategy for different customer profiles: «For example, when a user has visited several product pages, we offer them help by triggering the chat automatically», explains Cabrera. «This way, we anticipate the customer’s doubts and, incidentally, we can show them items similar to those they have consulted».
«By being able to manage several chats at the same time, we don’t leave any user unattended, which also allows us to develop sales strategies. We not only show complementary products to increase the cart value, we also remind you of current promotional deals. There were many incomplete sales in the past due to lack of information».
«Furthermore, we obtain a lot of information from what customers are searching and from the missing data on our website, so it has helped us make a lot of improvements at the user and customer experience level,” Textura employees confirm.
All percentages that reflect the Textura success story have been extracted from the company’s results from last January. Among the good figures, they also highlight that user satisfaction has increased during the final phase of purchasing.
If you want to continue reading about the importance of visual support in customer service, you can also read the success story from Electrodomésticos Miró or the reasons why Tienda Valentina has chosen Oct8ne as its personal online shopper.