Linc Insights.

Powerful Insights For The Customer Experience

Prioritize Customer Support to Navigate the Recovery

Prioritize Customer Support to Navigate the Recovery

One-to-One Customer Care is Critical Not Just in a Crisis, but for Rebuilding Sales and Earning Long-Term Loyalty As retailers struggle read more

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

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

For a brand to say that it’s customer-driven, customer-focused or customer-obsessed has almost become a cliche. Beyond a tagline or a ... read more

Stimulate Buying When We Start Coming Out Of This

Stimulate Buying When We Start Coming Out Of This

When we start coming out of this, consumer uncertainty is going to lead many brands to need to find ways to alleviate stress and help ... read more

Be More Responsive and Protect Your Brand In These Trying Times

Be More Responsive and Protect Your Brand In These Trying Times

Your business is no doubt going through trying times. Whether YouTube needed to reduce your call center staff thus creating prolonged ... read more

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

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

eTail 2020 Highlights. We attended eTail West 2020 this week and were highly impressed with the quality of the sessions.  One key theme read more

How AI Makes Your Human Agents More Efficient

How AI Makes Your Human Agents More Efficient

For most retailers, customer care AI offers the ability to provide streamlined bespoke experiences at a scale that human agents simply ... read more

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

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

Why Your Brand Should Embrace BESPOKE Customer Experience When you hear the word “bespoke,” what comes to mind? If you’re like most ... read more

2020 Customer Experience Trends – Privacy Will Get Real

2020 Customer Experience Trends – Privacy Will Get Real

Even as brands turn to automated intelligence to meet expectations for great customer experiences, new restrictions are being placed on read more

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

As pressure mounts to differentiate with swift and superb service via interactive channels, more and more brands are turning to ... read more

2020 Trends in Customer Experience – Both Free and Fast Matter

2020 Trends in Customer Experience – Both Free and Fast Matter

In addition to responding instantly to customer service inquiries, brands are expected to fulfill orders more quickly than ever. Given ... read more

2020 Trends in Customer Experience- Two-Way Conversations Flourish

2020 Trends in Customer Experience- Two-Way Conversations Flourish

The Internet has not only increased the importance of customer service as a differentiator; it’s changed altogether the way shoppers ... read more

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

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

If early 2019 holiday results are any indication, the time is fast approaching when mobile will dominate the peak season online. To ... read more

2019 Conversational AI Recap

2019 Conversational AI Recap

Conversational commerce is on the rise, and 2019 saw key developments laying the groundwork for one-to-one customer experiences to ... read more

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

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

With chatbots and Conversational AI leading the charge for digital innovation and customer experience, businesses are swiftly learning ... read more

5 Reasons Why Retailers Should Optimize For Live Chat

5 Reasons Why Retailers Should Optimize For Live Chat

With a plethora of channels demanding attention, aggressive revenue targets to hit and customer expectations growing by the day, why ... read more

2020 Trends in Customer Experience- Two-Way Conversations Flourish

2020 Trends in Customer Experience- Two-Way Conversations Flourish

The Internet has not only increased the importance of customer service as a differentiator; it’s changed altogether the way shoppers ... read more

2020 Trends in Customer Experience- Service is the Secret Sauce

2020 Trends in Customer Experience- Service is the Secret Sauce

Over nearly three decades, Internet shopping has ushered in many changes to the retail landscape — one of which is that a growing read more

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

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

Merchants have long known that transactional emails — messages related strictly to fulfillment of existing orders, as opposed to ... read more

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

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

Loyalty rewards programs that give shoppers perks based on spending are widespread and popular. More than 7 in 10 consumers belong to ... read more

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

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

The bar is moving higher for what constitutes standout service. Self-service content and smooth interactions across touchpoints are now read more

How To Choose a Live Chat Vendor

How To Choose a Live Chat Vendor

If you’re ready to explore the advantages of intelligent assistant-based live chat, it’s critical to create the right context for ... read more

2019 Holiday Survival Kit: Perfect Blended Human/AI Capabilities

2019 Holiday Survival Kit: Perfect Blended Human/AI Capabilities

As shoppers increasingly rely on digital assistants such as Siri and Alexa, and as merchants use AI to deliver personalized service for read more

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

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

Stellar holiday customer experience now requires that merchants orchestrate offerings across multiple boundaries. Not only must ... read more

2019 Holiday Planning | Content Preparation

2019 Holiday Planning | Content Preparation

As merchants prepare to navigate holiday sales spikes, they should focus on proactive triage. By addressing common questions and ... read more

2019 Holiday Prep Survival Kit

2019 Holiday Prep Survival Kit

Heading into the 2019 holiday season, perfecting the customer experience is more important and more challenging than ever. Omnichannel ... read more

Your Data Won’t Get Results Without Context

Your Data Won’t Get Results Without Context

As featured in Forbes In our digital world, customer centricity, the customer experience and personalization separate the winners from ... read more

Best Practices for Setting up a Referral Marketing Program

Best Practices for Setting up a Referral Marketing Program

Guest Post from our Partners at Talkable People naturally trust other people. For example, imagine your friend sends you a link to a ... read more

How to Evaluate an Automated Shopper Assistance Platform

How to Evaluate an Automated Shopper Assistance Platform

Cultivating potential loyal customers over one-time purchasers is the key driver for reimagining the retail CX relationship between ... read more

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

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

Simply put, automated shopper assistance bridges traditionally siloed systems like customer service, social media management, logistics read more

Multi-Channel Customer Journeys Are The New Reality

Multi-Channel Customer Journeys Are The New Reality

The linear customer journey a straight line from research to engagement to purchase where everything hinges on conversion and where the read more

Best Practices for Increasing Shopper Opt-In Rates

Best Practices for Increasing Shopper Opt-In Rates

Shopper opt-ins are the secret sauce to marketing your products and services to your future and current customers. With the heavy ... read more

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

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

AI has marked its importance across various sectors. With cheaper programming and enhanced algorithms, AI has successfully been able to read more

Building Your Conversational Commerce Technology Stack

Building Your Conversational Commerce Technology Stack

Do you go it alone or outsource? This is a big decision, and a lot of money stands to be spent or saved, earned or lost. Do you go it ... read more

New Feature Alert: Intelligent Promotion Botlet

New Feature Alert: Intelligent Promotion Botlet

How do you promote products without large advertising budgets and over-saturating email inboxes? This is a common problem many ... read more

Turning Touchpoints into a Journey

Turning Touchpoints into a Journey

Every interaction with your customer is important, and maximizing the effectiveness of touchpoints has been a valid business concern ... read more

Designing a Customer Experience Strategy for Conversational Commerce

Designing a Customer Experience Strategy for Conversational Commerce

When you master conversational commerce, you’ll deliver experiences that make your customers feel as if you hired a personal assistant ... read more

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

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

As Featured in Total Retail The customer experience (CX) doesn’t start when the customer arrives. Internal processes, methods and data ... read more

Best Practices for Customer Engagement at Every Touchpoint

Best Practices for Customer Engagement at Every Touchpoint

Crafting an experience that will keep customers coming back makes business sense. The cost of replacing a lost customer can range from ... read more

New Feature Alert: Automated Assistance for BOPIS

New Feature Alert: Automated Assistance for BOPIS

As today’s savvy consumer becomes more demanding for the personalized customer experience, one thing is clear, buy online, pick-up in ... read more

New Feature Alert: Content Inspiration Botlet

New Feature Alert: Content Inspiration Botlet

We have all heard the mantra “content is king,” but are brands truly utilizing this and taking advantage of all the different ways they read more

6 Costly Misunderstandings about Chatbots and Amazon Alexa

6 Costly Misunderstandings about Chatbots and Amazon Alexa

Retailers are facing a raft of challenges this quarter. Amazon capturing more than half of total online retail growth, customers ... read more

2019 Omni-Channel Tech Journey

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 . . . read more

4 Steps for Integrating Customer Care Automation Into Your Marketing Strategy

4 Steps for Integrating Customer Care Automation Into Your Marketing Strategy

As featured in Destination CRM The era of noreply@brand.com is over and the time for automated, conversational communications has ... read more

Customer Experience as the New Competitive Battleground

Customer Experience as the New Competitive Battleground

Buying and selling online began in earnest in the ‘90s. In 1995, the year Amazon and eBay both started, the internet existed as 120,000 read more

Conversational Commerce is the Future and the Present

Conversational Commerce is the Future and the Present

Chris Messina, who helped to popularize the term and is the Developer Experience Lead at Uber, declared “2016 will be the year of ... read more

Press Release | CUTS Clothing Automates the Customer Experience

Press Release | CUTS Clothing Automates the Customer Experience

Through Linc’s platform, CUTS Clothing now offers automated solutions for anywhere, anytime customer care and engagement SUNNYVALE, ... read more

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

The rules of customer engagement have changed. There is greater expectation on timeliness of resolution, personalization of service, ... read more

New Feature Alert: Consultative Buying Botlet

New Feature Alert: Consultative Buying Botlet

The evolution of automated customer care goes well beyond the post-purchase experience. Automated customer service is more than just ... read more

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

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

As the customer’s preferences and means of communication change, so does the amount data and tracking we have about customers ... read more

New Feature Alert: Product Inspiration Botlet

New Feature Alert: Product Inspiration Botlet

As consumers want more and more 1:1 communication with brands, a large strain takes hold on your customer service teams and the overall read more

The Evolution of Customer Care Automation

The Evolution of Customer Care Automation

Since the first checkouts appeared online more than 20 years ago, the best-in-class standards in customer experience have changed ... read more

Press Release: PureFormulas Automates Customer Engagement with Linc Global

Press Release: PureFormulas Automates Customer Engagement with Linc Global

Through Linc’s platform, PureFormulas now offers automated solutions for anywhere, anytime customer care and engagement messaging ... read more

Customer Success: PacSun Differentiates the Customer Experience

Customer Success: PacSun Differentiates the Customer Experience

Leveraging Linc Global’s Customer Care Automation Platform, PacSun offers proactive SMS notifications on order status and automates ... read more

How to Make a ChatBot Smarter

How to Make a ChatBot Smarter

Chat Bot Intelligence – Current State A simple chat bot can answer simple queries about – “How is the weather?”, “How are ... read more

The Challenges of Optimizing Post-Purchase in a Silo

The Challenges of Optimizing Post-Purchase in a Silo

As executives realize the need to reach customers on the channels they prefer, the post-purchase is the easiest and most common first ... read more

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

Your brand image depends on the customer service you provide. A once-unsatisfied customer is unlikely to visit your site again. While ... read more

New Feature: Organic Marketing Opt-In

New Feature: Organic Marketing Opt-In

As brands are quickly learning, today’s customer wants to interact on the channel they want to use and at the time they want. Though ... read more

Customer Highlight: How Lamps Plus Delivers an Innovative Customer Experience

Customer Highlight: How Lamps Plus Delivers an Innovative Customer Experience

Angela Hsu, SVP Marketing and Ecommerce at Lamps Plus, the United States’ largest lighting retailer, recognized a need to take action ... read more

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

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

In my day-to-day work partnering with leading brands and retailers to solve customer challenges, I’ve often heard the statement, “We ... read more