2019 Omni-Channel Tech Journey

“Hey Google, how do I perfect an omnichannel journey?”

“Sorry, I don’t know how to help with that yet.”

Ok, so it’s not that easy . . . not yet, anyway. But it’s worth the effort. According to Invesp, companies that design their customer journeys with omnichannel customer engagement strategies retain, on average, 89% of their customers. Brands that operate with weak omnichannel customer engagement only retain 33%.

The consumer journey has gone from a straight shot to a Choose Your Own Adventure maze that happens any time, anywhere, on one of the countless devices, channels, and social networks. It’s up to you to find the customer where they are and build a connection there.

To get consumers to fall in love with your brand today requires a new approach and the tech stack to support it. Consumers expect you to be where they are, when they are and with the appropriate tools for engagement. As Marc Benioff, Chairman and CEO, Salesforce said, “AI will become a defining technology of the 21st century, just as the microprocessor was in the 20th century.”

Conversational commerce is the animating principle behind successful omni-channel engagement. It helps your brand nurture a rich relationship with each customer, at every service touchpoint, by using real-time logistics, big data, machine learning and AI to give your customers what they want, when they want it, on the channel of their choosing, on every step of their journey with your brand. As a result, customers feel known and valued by you, the company that anticipates their wants and needs.

Channeling Your Customers

The last few years have seen a paradigm shift involving a whole new class of retail channels. Customers are looking for an intelligent, personalized experience at every touchpoint, perhaps the most important shift in digital commerce.

Though it’s clear the landscape is changing, it’s hard to tell which road consumers will take. What’s most important is to be aware of today’s channels, the ones coming tomorrow and the technology that can help you scale to both and to reflect that in your customer experience strategy.

Laggard companies might be sticking their heads in the sand, clinging to their email lists, and hoping it all blows over. Average companies might know conversational commerce is important, but suffer paralysis by analysis with how to move forward. Innovative brands like Facebook, Amazon, Slack, Google, and Apple are leading the way to show the rest of them how it’s done.

Current conversational channels fall into two main categories: Messaging Apps and Voice Channels.

Messaging Apps

Mobile-native consumers are becoming more and more accustomed to communicating through messaging on channels such as Facebook Messenger, WhatsApp, Kik, and, in Asia, Wechat and Line. They’re not only using them to catch up with friends, but also to stay in touch with brands, shop, and watch content. These once-simple programs for sending text, image, clips, and GIFs are now fullblown interfaces with their own APIs, developers, and apps.

2019 Omni-Channel Tech Journey

The four top chat apps now have a combined user base that dwarfs the combined user base of the top four social networks. Plus, users are likely to use them more often and for longer than most mobile apps.

Since April 2016, when Facebook opened up Facebook Messenger to allow brands to build bots to operate in the channel, over 33,000 bots have already been launched. Today, they can help with product info, order processing, delivery statuses and exchanges and returns. Tomorrow, they may be doling out fashion advice, reminding you to buy a gift for your brother-in-law’s birthday and carrying on complex conversations worthy of a fellow human.

Voice Channels

As Donald Norman said in 1990, “The real problem with the interface is that it is an interface. Interfaces get in the way. I don’t want to focus my energies on an interface. I want to focus on the job . . . I don’t want to think of myself as using a computer, I want to think of myself as doing my job.”

Getting the job done, whether it’s finding out the weather, checking the news, or learning about whales for school, can now be done with voice channels like Amazon’s Alexa, Google Home, and Siri, whose voice can be conjured from iPhones, Macs, and Apple TV. Even if we were lying on the couch with our eyes closed, we could order pizza, turn on lights, or purchase a plane ticket using these virtual assistants.

2019 Omni-Channel Tech Journey-2

According to Tractica, these bot-powered assistants will soon be in our smartwatches, fitness trackers, PCs, smart home systems, and automobiles. The active consumer virtual assistant users will balloon from 390M today to 1.8B worldwide by the end of 2021.

“The consumer and enterprise use cases for virtual digital assistants are proliferating rapidly thanks to accelerated innovation and scalability of underlying technologies, such as natural language processing and artificial intelligence,” says principal analyst Mark Beccue. “Meanwhile, most of the world’s technology giants believe VDAs will be vital to their businesses in the future, and they are investing significant resources to capture market share at this early stage.”

You can learn more about conversational commerce by exploring Linc’s platform and solutions pages. Or take a look at how leading brands like Lamps Plus, JustFab.com and others are using automated conversational commerce strategies in their businesses today, in our resources page.

Subscribe to Linc Insights.

Stay updated on the latest in AI Automated Customer Assistance Software.


Insights for the Customer Experience.

Prioritize Customer Support to Navigate the Recovery

Prioritize Customer Support to Navigate the Recovery

Your CX Playbook: How to Build An Automation-First CX Strategy

Your CX Playbook: How to Build An Automation-First CX Strategy

Stimulate Buying When We Start Coming Out Of This

Stimulate Buying When We Start Coming Out Of This

Be More Responsive and Protect Your Brand In These Trying Times

Be More Responsive and Protect Your Brand In These Trying Times

eTail 2020 Highlights – Direct Customer Conversations Drive High Organic Revenue Growth

eTail 2020 Highlights – Direct Customer Conversations Drive High Organic Revenue Growth

How AI Makes Your Human Agents More Efficient

How AI Makes Your Human Agents More Efficient

Bespoke Customer Experience – Customization Doesn’t Involve Reinventing The Wheel

Bespoke Customer Experience – Customization Doesn’t Involve Reinventing The Wheel

2020 Customer Experience Trends – Privacy Will Get Real

2020 Customer Experience Trends – Privacy Will Get Real

The Quality of AI Will Make Or Break Brands This Year – 2020 Trends

The Quality of AI Will Make Or Break Brands This Year – 2020 Trends

2020 Trends in Customer Experience – Both Free and Fast Matter

2020 Trends in Customer Experience – Both Free and Fast Matter

2020 Trends in Customer Experience- Two-Way Conversations Flourish

2020 Trends in Customer Experience- Two-Way Conversations Flourish

Why conversational commerce is a must-have after this holiday season

Why conversational commerce is a must-have after this holiday season

2019 Conversational AI Recap

2019 Conversational AI Recap

New Feature: FAQ Curator for Conversational AI and Post-Purchase Engagement

New Feature: FAQ Curator for Conversational AI and Post-Purchase Engagement

5 Reasons Why Retailers Should Optimize For Live Chat

5 Reasons Why Retailers Should Optimize For Live Chat

2020 Trends in Customer Experience- Two-Way Conversations Flourish

2020 Trends in Customer Experience- Two-Way Conversations Flourish

2020 Trends in Customer Experience- Service is the Secret Sauce

2020 Trends in Customer Experience- Service is the Secret Sauce

2019 Holiday Survival Tips For Retailer’s: Automate Predictive Intelligence To Drive

2019 Holiday Survival Tips For Retailer’s: Automate Predictive Intelligence To Drive

2019 Holiday Survival Tips For Retailer’s – Spotlight loyalty club holiday perks

2019 Holiday Survival Tips For Retailer’s – Spotlight loyalty club holiday perks

2019 Holiday Survival Kit: Use Holiday Service as a Loyalty Builder

2019 Holiday Survival Kit: Use Holiday Service as a Loyalty Builder

How To Choose a Live Chat Vendor

How To Choose a Live Chat Vendor

2019 Holiday Survival Kit: Perfect Blended Human/AI Capabilities

2019 Holiday Survival Kit: Perfect Blended Human/AI Capabilities

2019 Holiday Survival Tips: Practice Omnichannel Transitions for Stellar Customer Experience

2019 Holiday Survival Tips: Practice Omnichannel Transitions for Stellar Customer Experience

2019 Holiday Planning | Content Preparation

2019 Holiday Planning | Content Preparation

2019 Holiday Prep Survival Kit

2019 Holiday Prep Survival Kit

Your Data Won’t Get Results Without Context

Your Data Won’t Get Results Without Context

Best Practices for Setting up a Referral Marketing Program

Best Practices for Setting up a Referral Marketing Program

How to Evaluate an Automated Shopper Assistance Platform

How to Evaluate an Automated Shopper Assistance Platform

Automated Shopper Assistance: What It Is and What It Means for Retailers

Automated Shopper Assistance: What It Is and What It Means for Retailers

Multi-Channel Customer Journeys Are The New Reality

Multi-Channel Customer Journeys Are The New Reality

Best Practices for Increasing Shopper Opt-In Rates

Best Practices for Increasing Shopper Opt-In Rates

The Role of Artificial Intelligence (AI) in Reshaping the Customer Experience

The Role of Artificial Intelligence (AI) in Reshaping the Customer Experience

Building Your Conversational Commerce Technology Stack

Building Your Conversational Commerce Technology Stack

New Feature Alert: Intelligent Promotion Botlet

New Feature Alert: Intelligent Promotion Botlet

Turning Touchpoints into a Journey

Turning Touchpoints into a Journey

Designing a Customer Experience Strategy for Conversational Commerce

Designing a Customer Experience Strategy for Conversational Commerce

How the New Silo-Less Organization is Creating a CX Evolution

How the New Silo-Less Organization is Creating a CX Evolution

Best Practices for Customer Engagement at Every Touchpoint

Best Practices for Customer Engagement at Every Touchpoint

New Feature Alert: Automated Assistance for BOPIS

New Feature Alert: Automated Assistance for BOPIS

New Feature Alert: Content Inspiration Botlet

New Feature Alert: Content Inspiration Botlet

6 Costly Misunderstandings about Chatbots and Amazon Alexa

6 Costly Misunderstandings about Chatbots and Amazon Alexa

2019 Omni-Channel Tech Journey

2019 Omni-Channel Tech Journey

4 Steps for Integrating Customer Care Automation Into Your Marketing Strategy

4 Steps for Integrating Customer Care Automation Into Your Marketing Strategy

Customer Experience as the New Competitive Battleground

Customer Experience as the New Competitive Battleground

Conversational Commerce is the Future and the Present

Conversational Commerce is the Future and the Present

Press Release | CUTS Clothing Automates the Customer Experience

Press Release | CUTS Clothing Automates the Customer Experience

The Future is Automation- How to Deploy Customer Care Automation as a Complement to Existing Post-Purchase Solutions

The Future is Automation- How to Deploy Customer Care Automation as a Complement to Existing Post-Purchase Solutions

New Feature Alert: Consultative Buying Botlet

New Feature Alert: Consultative Buying Botlet

Using Enriched Data to Enhance Automation, Marketing, eCommerce and Operations Programs

Using Enriched Data to Enhance Automation, Marketing, eCommerce and Operations Programs

New Feature Alert: Product Inspiration Botlet

New Feature Alert: Product Inspiration Botlet

The Evolution of Customer Care Automation

The Evolution of Customer Care Automation

Press Release: PureFormulas Automates Customer Engagement with Linc Global

Press Release: PureFormulas Automates Customer Engagement with Linc Global

Customer Success: PacSun Differentiates the Customer Experience

Customer Success: PacSun Differentiates the Customer Experience

How to Make a ChatBot Smarter

How to Make a ChatBot Smarter

The Challenges of Optimizing Post-Purchase in a Silo

The Challenges of Optimizing Post-Purchase in a Silo

New Feature: Automated Web Chat and How It Will Change Customer Engagement Benchmarks

New Feature: Automated Web Chat and How It Will Change Customer Engagement Benchmarks

New Feature: Organic Marketing Opt-In

New Feature: Organic Marketing Opt-In

Customer Highlight: How Lamps Plus Delivers an Innovative Customer Experience

Customer Highlight: How Lamps Plus Delivers an Innovative Customer Experience

Six Challenges You Need To Conquer To Effectively Deliver Automated Customer Care

Six Challenges You Need To Conquer To Effectively Deliver Automated Customer Care

Schedule a Demo

 

Schedule a call with one of our experts to start building your AI roadmap.