Google | Levi Strauss | Linc Global
Business Messages Drives 85% CSAT Scores For Levi Strauss
Google Business Messages and Linc Drive 85% CSAT Scores For Levi Strauss
Two months after launching Google’s Business Messages, Levi’s CSAT scores surpassed 85%.
Four months after launch, Levi’s found that this new channel drove 30x more store-related questions than web chat.
Additionally, Levi’s noted that 31% of Business Messages conversations were product-related, indicating that shoppers preferred targeted engagement to unstructured browsing.
For Levi’s, Business Messages helps cross-sell or suggest products to customers based on an individual’s past purchases, personal information, and behaviors.
Business Messages creates a stronger customer experience by enabling us to do a better job at ‘hearing’ shoppers, answering their questions and uncovering new ways to delight Levi’s fans.”
~ Rico Arastia, VP Product Experience, Levi’s
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Levi’s Case Study Summary
During the COVID-19 pandemic, Levi’s saw that their shoppers were investing more time in pre-purchase research. They realized that being able to provide customers with information around the clock in an easily accessible way could greatly improve interest, engagement, and eventually purchase behavior.
In June 2020, Levi’s partnered with customer experience automation provider Linc Global to integrate Google’s Business Messages into Levi’s customer experience (CX) strategy and cross-channel chat experiences.
Business Messages soon brought in customer satisfaction (CSAT) scores of over 85 percent, and drove 30x more store-related questions than Levi’s onsite web chat.
In addition, most Business Messages conversations occurred outside store hours, allowing Levi’s to respond to inquiries more quickly.
Learn More About Us
Business Messages is a mobile conversational channel that combines entry points on Google Maps, Search, and brand-owned channels to create rich, asynchronous messaging experiences.
Linc is the only CX Automation platform built for modern enterprise retailers and disruptor brands, to rapidly solve complex, high fidelity, eCommerce use cases through built-in Digital Workers, offloading 85% + of the Customer Experience across all communication channels.
Founded in 1853, clothing company Levi Strauss & Co. gained fame for their Levi’s® denim jeans. Over 150 years later, Levi’s is a globally-recognized brand that sells jeans and other apparel in more than 3,100 retail stores across 110 countries.