State of the Industry Post Covid-19: CX AUTOMATION

There is No Segment of the Retail Industry That Remains Untouched By COVID-19

We’ve seen venerable brands declare bankruptcy. We’ve seen online shopping grow exponentially as customers shelter in place and we’ve seen predictions that the coronavirus might be what finally kills the American shopping mall. Post-pandemic, inefficient, cumbersome ordering and return processes, spotty customer service, poor communication and lack of efforts to win customer loyalty at every opportunity will be a death knell for certain brands. The culling of the herd has already started and it will continue.

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What Do Your Customers Care About Right Now?

Among the consumer priorities identified by analyst firm Gartner in a survey on consumer sentiment during the pandemic, survey respondents ranked these concerns as some of their major worries.

  • price increases,
  • product availability,
  • the safety of frequenting bricks and mortar locations,
  • and the potential for their favorite local stores to go out of business

Customers are hungry for information, insight and reassurance from retailers as they navigate a “new normal” of:

  • store closures,
  • increased online ordering,
  • protracted shipping times and
  • product shortages alongside the
  • major disruptions to their professional and personal lives and, in some cases, their health and that of their families.

In this report, we’ll take a look at what we’re seeing as the dominant CX automation trends affecting retailers, both thriving and surviving.


Making Digital Non-Negotiable


Addressing Order Inquiry Urgency


Resolving Return Reluctance


Learning How Pre-Purchase Discovery Will Dominate

Use the Best Omnichannel Conversational AI CX Platform Linc

Trusted by Leading Retailers and Brands.

Linc Omnichannel AI Automated Customer Service Platform

From Pre-Purchase to Post-Purchase Linc Omnichannel AI Automated Customer Service Solutions Help Businesses to Increase Engagement With Their Customers on the Channels They Prefer While Reducing Customer Service Support Costs.

Automated Brand Awareness

Increase and enhance your brand awareness strategies with the Linc Conversational AI Platform.

Easily customize your Google Messaging and utilize the new ad to chat functionality.

Reach your customers on the channels they prefer from one seamless and easy to integrate platform.

Consultative Buying Assistance

Convert More Sales With 24/7 Customer Assistance.

From product questions to promotion questions, your customers want real-time assistance to their critical buying questions. You’ve spent customer acquisition budgets to get them here, don’t let the unanswered question be the barrier to a successful sales conversion.

Buying Assistance

Automated Buying Assistance For Seamless Purchasing

Deliver a seamless purchase experience to allows have satisfied customers across all messaging channels.

Increase customer loyalty and ensure that your customers buy from your brand first.

Post Purchase

Automated Post-Purchase Self Service For Greater Brand Loyalty and Overall Lifetime Value

Deliver a seamless branded post-purchase experience that drives additional revenue, reduces WISMO calls, increases loyalty and delights your customers regardless of channel. From track and trace to returns, never miss a moment to provide a positive experience.

Customer Retention

Retain and Engage Your Loyal Customers

Increase customer lifetime value and turn one-time buyers into lifetime customers with Linc’s Retention Assistance.

Whether its reorder information, loyalty points, refer a friend or subscription details, Linc AI platform provides your customers with the information they need when they want it and on the channel they prefer.