Linc Global & PACSUN
PACSUN Automates Returns Differentiates on Customer Service and Experience
PACSUN Has Been Able to Get the Following Benefits From the Linc Platform
Building Opt-In Audience: Lamps Plus gives customers the ability to opt-in to the channels they prefer to use. Across SMS Text and Facebook Messenger, the multichannel organic opt-in rate is almost 30%
Increased engagement: Customers are kept in the loop about their order, with real-time updates available via SMS text and Facebook Messenger, plus live-updating maps and order information via email and web.
Revenue generation: Driven by Linc’s recommendation engine, customers are presented with recommended products at the right moment, based on their purchase history rather than browser history which drives a higher conversion rate. (2% within a 24-hour window.)
Increased shopper loyalty: PacSun has increased shopper loyalty for the shoppers who go through the Linc experience. When reviewing the metrics PacSun noted that shoppers who “opt-in” for proactive notifications have a higher lifetime value than those who do not.
Improved customer experience and satisfaction: Customers are kept informed throughout the order fulfillment process with proactive updates and on-demand service. Additionally, PacSun is able to collect shopper’s feedback on the delivery process which has allowed them to continue to enhance their overall digital experience.