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 returns to enhance their customer care experience.

PacSun, a retail clothing brand rooted in the youth-oriented culture and lifestyle of California looked to  Linc Global, the industry leader in Customer Care Automation to enhance their customer care experience. As a long-time leader in their industry, they realized the need for an automated and effective way for their customers to engage with them in order to gain loyalty and customer satisfaction.

Doug Pearce, Sr. Manager of Ecommerce and Customer Service explains the goals for their project, “We were looking for better ways to engage with our shoppers post purchase and enable them to get on demand answers to frequent inquiries in order to lessen the burden on our CS agents.”

PacSun serves primarily a younger demographic and wanted to leverage more conversational channels such as SMS to better engage with their clientele.

Linc Global’s technology addressed their core business driver: streamline the shopping experience and make it easier for their customers to get the help they are looking for immediately.

PacSun partnered with Linc because of their proven ability to drive better engagement and higher opt in rates than competing solutions, allowing them to leverage the utility value of tracking a package to drive engagement with their shoppers after a purchase.

While PacSun currently leverages Linc’s conventional channels such as SMS and Email to automate customer care inquiries, Linc’s platform also offers the opportunity to expand automated services in the future across channels such as Facebook Messenger and Voice (Amazon Alexa & Google Assistant) so they can continue to meet their shoppers on the channels they prefer as their customer care strategy evolves.

Since launch, PacSun has realized the below benefits from the Linc’s platform:

  • Increased engagement. 33% of all their shoppers opt-in for SMS notifications on delivery status. This allows their shoppers to receive proactive updates on their order, in their channel of choice, reducing calls to their customer service team.
  • Enhanced returns processing. Linc powers self-service returns for their shoppers and PacSun is able to view return reasons, allowing the brand to continue to enhance their strategy and reduce overall return rate.
  • 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.) This allowed PacSun to generate $131,000 of net new revenue over the past year.
  • 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.

“We realized the need of our customers to receive quick and easily accessible communications and answers on the channels they prefer.  We partnered with Linc because of their ability to provide this and drive engagement with our shoppers after a purchase, as well as, help automate basic tasks to lessen the burden on our Customer Service agents. We’re excited to see how Linc has evolved their platform since we initially formed our partnership and look forward to leveraging more of their functionality in the near future,” says  Doug Pearce, Sr. Manager of Ecommerce and Customer Service.

“Shoppers today expect real-time communication, on channels they find the most convenient, and today’s leading brands differentiate themselves on customer experience and service. PacSun has positioned itself on the forefront by creating a seamless customer experience that builds a meaningful connection through real-time assistance,” said Fang Cheng, CEO, Linc Global. “Using Linc’s platform, PacSun has seen great benefits thus far and we look forward to continuing to grow our partnership with this great brand.”

For more information about Linc Global’s customer care automation platform, visit www.letslinc.com.

About PacSun

Pacific Sunwear of California Inc., branded as PacSun, is a United States-based retail clothing brand rooted in the youth oriented culture and lifestyle of California. The company sells lifestyle apparel, along with footwear and accessories designed for teens and young adults.

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.