Media Room.

For all inquiries regarding interviews and additional information for analyst reports, or media reporting, please contact: pr@letslinc.com

Total Retail Linc AI is Reshaping Customer Experience Automation

3 Keys to Upgrading Your CX Strategy for the 2021 Holiday Season

Black Friday 2020 broke records, representing the second biggest e-commerce spending day in U.S. history. With 2021 likely to offer more of the same, competition for wallet-share has never been higher and the margin for customer experience (CX) errors never thinner. Retailers looking to gain an edge should focus on how they can upgrade their CX strategy for the coming holiday season. Here’s where to start: Read Full Article

Pandemic-Driven Trends Reshaping Retail CX Strategy

How to Optimize Your Order Support to Provide a Best-In-Class Customer Experience

Your customers want detailed, dynamic, always-accessible information on their order from the moment they confirm it until they have their purchase in hand. They also demand the ability to engage with you about their order when and how they want. Here’s how your brand can optimize your order support capabilities to deliver that best-in-class customer experience. Read Full Article

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Linc’s Premier CX Automation Solution Now Fully Integrated With Gladly

Today, Linc announced that its leading CX Automation solution has been integrated with Gladly’s all-in-one customer service platform that helps brands deliver a more personalized customer experience. Now, with the integration of Linc, Gladly’s leading enterprise retailers and disruptor brands have simplified and streamlined access to Linc’s CX Automation solution, which rapidly resolves complex eCommerce use cases through pre-built and extensible Digital Workers. Read Full Article

Sophisticated CRM Now at the Core of Customer Success

Whether building your chatbot or outsourcing development, these five chatbot features can aid in successfully implementing bots. Even when a tool on your shortlist supports a given feature, it’s worth considering how easy it is for developers to work with it in practice. While some chatbot platforms can support all the features on this list, some require workarounds and kludging to adapt to your specific needs. Read Full Article

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Linc’s Leading CX Automation Solution Now Fully Integrated With SAP Store

Today, Linc announced that its leading CX Automation platform has been added to the SAP Store, the recently created marketplace for solutions and services from SAP and its partners following the merging of the SAP App Center for partner solutions with SAP Store for SAP solutions. Availability through the SAP Store will make it easier and seamless for SAP’s leading enterprise retailers and disruptor brands to access Linc’s CX Automation platform. Read Full Article

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Levi’s Offers 24/7 Customer Service With Google Messaging Platform

Levi’s worked with Linc Global to set up Google Business Messages on Google Maps for five and then 50, stores, before expanding to more than 200 stores. The company discovered that Google Business Messages brought in customer satisfaction (CSAT) scores of over 85%, and drove 30 times more store-related questions than its proprietary onsite web chat. Read Full Article

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How Consumers Now Define a Good Customer Experience

A new study of consumers in the U.S. and UK from customer experience management company Sitel Group shows that the majority of shoppers today view customer experience as one of the most important factors when making purchasing decisions.
Findings show that to survive in a post-Covid world retailers will need to make new investments in CX tools that provide instant customer engagement in order to maintain high sales in 2021. Read Full Article

360 CX magazine interview linc global

Linc CEO Fang Cheng Identifies the Missing Links in Retailers’ Omnichannel Capabilities

“Even as things start improving and store reopening are happening, digital interactions for customer support are at an elevated level, and they bring new challenges. The reopening can also be confusing because some regions open first and others don’t. In some cases they have to reverse course. There’s a lot of uneven service topologies that are forcing retailers to be dynamic in how they respond.” Read Full Article

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Linc Launches Tool to Help Retailers Facilitate E-commerce Subscriptions.

Linc has announced the launch of the Auto-Delivery Digital Worker, a new service on its customer experience automation platform that enables retailers to increase subscriptions. Combining notification and automated chat functionalities, the Auto-Delivery Digital Worker informs customers which items are eligible for auto-delivery and facilitates subscription sign-ups and modifications. Read Full Article

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Customer Experience: Sophisticated CRM Now at the Core of Customer Success

“Even as things start improving and store reopening are happening, digital interactions for customer support are at an elevated level, and they bring new challenges. The reopening can also be confusing because some regions open first and others don’t. In some cases they have to reverse course. There’s a lot of uneven service topologies that are forcing retailers to be dynamic in how they respond.” Read Full Article

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Linc Launches New Auto-Delivery Digital Worker to Help Retailers Seamlessly Facilitate Auto-Delivery Subscriptions

Linc has announced the launch of the Auto-Delivery Digital Worker, a new service on its customer experience automation platform that enables retailers to increase subscriptions. Combining notification and automated chat functionalities, the Auto-Delivery Digital Worker informs customers which items are eligible for auto-delivery and facilitates subscription sign-ups and modifications. Read Full Article

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Linc Launches New Omnichannel Pickup Assistance & Orchestration Digital Worker

Best-In-Class Order Support Solution

With the new feature, brands and retailers can achieve true omnichannel engagement and seamlessly send automated notifications and create effective 2-way communication for all fulfillment options including BOPIS, Curbside, BOSS and other channels. Read Full Article

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Best Practices For Automating Your Promo Support

With an almost 70% cart abandonment rate across industries, ecommerce retailers are losing billions of dollars when frustrated shoppers jump ship during the purchase process. A sale is not a sale until the final checkout button is clicked and it’s the retailer’s job to make the path to that action as smooth as possible. One of the big roadblocks to a seamless transaction is promo support. Read Full Article

destination crm promotions support digital worker linc

Linc Launches Omnichannel Pickup Assistance and Orchestration Digital Worker

“We empathize with the mountain of challenges our retail partners have faced the past year and are committed to develop solutions that enable them to deliver excellent customer experiences. Our goal with the Omnichannel Pickup Assistance Digital Worker is to help them effectively equip their customers with the information they need for getting their orders as seamlessly as possible.” Read Full Article

Total Retail Linc AI is Reshaping Customer Experience Automation

The Key Trends Reshaping CX in a Post-COVID Era

From small local boutiques to iconic department stores, no corner of the retail sector has been untouched by the COVID-19 pandemic, and the separation between winners and losers has never been so stark. For every mall chain declaring bankruptcy, there’s a competitor that’s quickly responded to the new normal and is reaping the revenue benefits. Read Full Article

WWD - Think Tank: This Holiday, Retailers Say Hello to Voice Commerce

Think Tank: Finding Your Brand’s Voice in the Age of Digital Assistants

“A majority of consumers that have bought voice assistants say there’s no way they would want to go back to their life before voice. The opportunity is real, but only for brands willing to step outside their traditional mind-set. Customers are ready and willing to build new habits and will be delighted by the services that can be offered through these familiar devices they use each day.” Read Full Article

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New Customer Experience Needs and Commerce Trends for 2021

As consumers get comfortable with their newfound digital wallets and gift cards, marketers must continue to adapt their strategies to changes in shopping behavior to better finesse the customer experience. Both consumers and vendors have had non-stop adjustments. Lockdowns and social distancing requirements accelerated the adoption of new technologies. Read Full Article

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Linc Wins 2021 BIG Innovation Award, Recognized for Success in CX Automation

Linc was recognized as one of the top technology products after demonstrating significant success in improving its customers’ CX initiatives. The company’s platform delivers best in class customer experience through automated experiences, at scale, across webchat, email, SMS, Facebook, Google’s Business Messaging, and Voice connected platforms. Read Full Article

customer-think-linc-cx-automation-platform

Linc Launches New Omnichannel Pickup Assistance & Orchestration Digital Worker to Provide a Best-In-Class Order Support Solution

With the new feature, brands and retailers can achieve true omnichannel engagement and seamlessly send automated notifications and create effective 2-way communication for all fulfillment options including BOPIS, Curbside, BOSS and other channels. Read Full Article

practical-ecommerce-logo-linc-launch

Linc Launches It’s New Real-Time Promotion Support Digital Worker

Linc has announced its “Promotion Support Digital Worker,” a chatbot to resolve promo code questions at critical buying points. The Promotion Support Digital Worker builds upon Linc’s existing Promotion Finder Digital Worker, which launched last year, allowing users to discover and receive information about current promotions, ensuring sales are not lost. Read Full Article

 

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Linc Launches It’s New Real-Time Promotion Support Digital Worker

Support chatbots only answer generic questions about promotions. Linc’s promotional support delivers full resolution of the customer’s issues in real-time. The digital worker will guide the customer throughout the inquiry process through final checkout. Read Full Article

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Linc Launches It’s New Real-Time Promotion Support Digital Worker

Linc has announced its “Promotion Support Digital Worker,” a chatbot to resolve promo code questions at critical buying points. The Promotion Support Digital Worker builds upon Linc’s existing Promotion Finder Digital Worker, which launched last year, allowing users to discover and receive information about current promotions, ensuring sales are not lost. Read Full Article

RetailDIVE - Getting Tough On Returns is Hurting Retailers

Getting Tough On Returns is Hurting Retailers

“While retailers must figure out how to manage returns, getting overly tough with customers in such an environment could hurt their brand and impede opportunities to make the next sale, according to Linc VP of Marketing Luke Starbuck.” Read Full Article

 

Glossy Magazine Interviews Linc

Ralph Lauren Ramps Up Digital Investment Ahead of the Holidays

“The initial lockdown brought to light how many retailers had not invested properly in their e-commerce experience throughout the years,” said Durk Stelter, CRO of customer experience platform Linc. “Those investments should be coming to fruition now, and retailers should be starting to focus on the technology needed to provide the best-in-class customer experience.” Read Full Article

CRM Magazine - Customer Relationship Management, Social CRM, CEM - Destination CRM

Get Immediate Resolution of Promo Code-Specific Questions

Linc today launched Promotion Support Digital Worker, which provides immediate resolution of promo code-specific questions directly from within the chat experience. Linc’s Promotion Support Digital Worker builds on its existing Promotion Finder Digital Worker, which launched last year, allowing users to discover and receive information about current promotions. It delivers full resolution of customer issues in real time. Read Full Article

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5 ways to utilize chatbots for a better customer experience

“An opted-in, highly engaged audience that enjoys real-time service from preferred brands will set the foundation for the ROI that businesses need to see.“ Read Full Article

Glossy Magazine Interviews Linc

The Second Covid-19 Spike is Forcing Retailers Like Foot Locker to Refocus on e-Commerce

“In order to continue growth, Foot Locker should be prioritizing the customer experience on its e-commerce site and allowing many different options such as buy online, pick-up in-store, ship-to-store and curbside availability so that their customers can easily find the product they need and receive the best order support possible.” Read Full Article

Pandemic-Driven Trends Reshaping Retail CX Strategy

Five Pandemic-Driven Trends Reshaping Retail CX Strategy

The COVID-19 pandemic has upended the retail sector. Amid the turmoil, there are several key CX trends that stand out, and a retailer’s ability to respond and adapt to them may mean the difference between thriving in a post-coronavirus world or becoming another corporate casualty of the pandemic. Read Full Article

Digital Commerce 360 - Perspectives: What AI Can, and Can’t, do for Retailers Today

 Perspectives: What AI Can, and Can’t, do for Retailers Today

Much of the buzz about the potential for artificial intelligence to transform retailing has little to do with reality. Here are some insights into how retailers can use AI today, and how to avoid getting sucked into hype-driven initiatives. Read Full Article

WWD - Think Tank: This Holiday, Retailers Say Hello to Voice Commerce

Think Tank: This Holiday, Retailers Say Hello to Voice Commerce

“…according to our recent study in partnership with BrandGarage, 87 percent of the 104 retail executives we surveyed plan to increase the use of AI to service their customers moving forward.” –Luke Starbuck, VP Marketing, Linc  Read Full Article

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

“As Forrester and other industry analyst firms predict, developing digital-first customer experiences that leverage the power of customer care automation to provide the highly contextual assistance is what’s need to meet today’s customers demand.“ Read Full Article

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The New Strategy For Lifetime Loyalty: Balancing ‘Products’ and Services’

“A company’s triumph in the modern “system” era depends more on customers’ experiences than how that company presents its brand. Consumers, then, shouldn’t have to decide between the “what” and the “how” of a brand: An engaging, interactive relationship is what’s needed to make customers feel that they’re a part of the organization.” Read Full Article

Business-Insider-Article-Linc

Poor Customer Service Can Hinder Holiday Sales and Inflict Lasting Damage on the Company’s Reputation

Peloton customers are furious over excessive order delays, and experts say lengthy wait times. “With so many delays continuing to occur, brands that do not prioritize their order support experience will lose loyal customers who will choose to purchase from those that have.” Read Full Article

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Panel Discussion: Retaining and acquiring customers using AI

“We’re using AI not only to support customers in their transactional needs — like ‘Where’s my package’ or ‘Can I return a product?’ But we’re also using [bots] to acquire them again,” says Aarde Cosseboom, of TechStyle Fashion Group. “Some of our customers [contact us] to cancel, and we actually retain them with our AI machine learning bots.” Read Full Article

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The four-part plan for ‘hiring’ the perfect AI customer service agent

“The interview with a customer service applicant is underway. After looking at skills and background, it’s time to determine whether the applicant will be a good fit. You’ve conducted hundreds of interviews before, but this one’s a little different — you’re interviewing an agent that could handle thousands of conversations simultaneously and respond to customers in a personal way, without delay.” Read Full Article

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The Ridge Wallets Maxes Customer Experience With AI

The Ridge, a digitally native online retailer of proprietary, streamlined carbon fiber products such as wallets, phone cases, and backpacks, has chosen Linc’s AI-powered platform to provide shoppers with a cohesive experience across the whole buying experience. Read Full Article

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Six Ways Retailers Can Scale Their Business For The Holiday Shopping Season

Brands can’t depend on the traditional massive influx of foot traffic to bolster their bottom lines. That doesn’t mean deal hunters won’t be online in full force looking to score Black Friday and Cyber Monday bargains. Retailers need to be ready to scale their businesses for a different kind of holiday shopping season. Read Full Article

PYMNTS.COM - Voice Commerce: User First, Channel Second

Voice Commerce: User First, Channel Second

“When working with an emerging technology – like voice-activated AI, for example – it is easy to get one’s head turned by novelty. The experience itself is highly novel – not to mention unique, noted Luke Starbuck, vice president of marketing at Linc Global – because unlike other attempts at digital navigation, it is not centered on a screen.” Read Full Article

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How To Scale Your Retail Customer Care In The Face Of These Extraordinary Times

In my work helping businesses enhance and scale customer experience (CX), I’ve seen firsthand how the current pandemic is disrupting typical customer care practices and processes. Across industries, many brands are facing one of two scenarios right now. Read Full Article

Total Retail Linc AI is Reshaping Customer Experience Automation

It’s Time to Take the Friction Out of Returns

“Instead of trying to stop returns altogether, retailers need to spend their energy embracing the natural behavior of returning as an opportunity to increase engagement and customer loyalty.” –Luke Starbuck, VP Marketing, Linc Read Full Article

CRM Magazine - Customer Relationship Management, Social CRM, CEM - Destination CRM

4 Steps for Integrating Customer Care Automation Into Your Marketing Strategy

The era of noreply@brand.com is over—and the time for automated, conversational communications has arrived. Today’s consumers expect more from their most loved brands, and companies must evolve to deliver real-time engagement that satisfies customer needs and wants. Read Full Article

Total Retail Linc AI is Reshaping Customer Experience Automation

The Evolution of Post-Purchase Solutions To Create a More Holistic Customer Journey

With the importance of customer experience (CX) firmly entrenched in their psyche, most successful retailers now understand that if they want to retain customers long term, they need to think about what happensafter shoppers hand over their credit card numbers. Read Full Article

Business-Insider-Article-Linc

Retailers are struggling to attract seasonal workers for what experts anticipate will be a ‘tough holiday season’

As retailers prepare for what will prove to be a turbulent holiday shopping season, some are finding difficulty recruiting seasonal workers due to fears surrounding the coronavirus. Read Full Article

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3 Ways To Prepare Your E-Commerce Company Before A Potential Amazon Breakup

The effect Amazon’s stranglehold has had on competitors has not escaped the attention of higher-ups in government. Read Full Article

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Demand for Skis, Snowboards and Skates On the Rise Amid Covid-19 Pandemic

 

Read the Full Article on Business Insider

Total Retail Linc AI is Reshaping Customer Experience Automation

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

The customer experience (CX) doesn’t start when the customer arrives. Internal processes, methods and data are the building blocks — and perhaps the limiters — on the quality of every customer experience. To deliver experiences that will win customers back time and time again, brands are digging deeper than polished scripts, perfected web pages and better-branded communications. Read Full Article

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How To Scale Your Retail Customer Care In The Face Of These Extraordinary Times

Whether your brand is flourishing or foundering in the current climate, the need for exceptional customer service is paramount, especially as consumers’ mindsets shift to emphasizing security and certainty. Read Full Article

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How to Avoid Bias in Your AI Implementation

Instagram has long been a place for users to discover new brands through organic content and paid ads. Thanks to a new tool, users can now complete the entire customer journey without ever leaving the app. Read Full Article

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How Chatting on Social Media Could Bring Big Business Gains

With mobile sales at their highest point in history, experts are recommending that retailers invest in a strong mobile channel in order to stay competitive. Read Full Article

Digital Commerce 360 - Perspectives: What AI Can, and Can’t, do for Retailers Today

How Instagram’s New Checkout Will Impact Retailer’s and Advertisers

In most circles, the word “bias” has obviously negative connotations. Regarding the media, it means news is slanted one way or another. In science, it means preconceived notions led to inaccurate conclusions. Read Full Article

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Five Ways To Optimize And Enhance Two-Way Conversations With Your Customers

The way shoppers and brands interact has changed fundamentally in recent years, thanks to the rise of online shopping, social media and mobile usage. With the latest round of innovations, brands must literally engage in conversation with consumers — and deliver relevant, instantaneous two-way communication at scale. Read Full Article

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Progressing from One-Way Notifications to Two-Way Conversations

Retailers are finally grasping the significance of automated customer-service platforms and are ready to unleash them on the world. Read Full Article

Digital Commerce 360 - Perspectives: What AI Can, and Can’t, do for Retailers Today

Voice Might Be The Most Important Technology You invest In For 2020

Voice control is the next evolution of human-machine interaction, thanks to advances in artificial intelligence, data collection, cloud computing, and the Internet of Things. Read Full Article

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Here’s 3 Ways To Build a Following Like Apple’s

Many business leaders focus on acquiring new customers when trying to grow. Although that’s an important component, it’s even more critical to retain the ones you have and give them a connection to your brand. Yet too many companies neglect this key concept of customer loyalty.. Read Full Article

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Your Data Wont Get Results Without Context

In our digital world, customer centricity, the customer experience and personalization separate the winners from the losers. So it’s not a coincidence that the companies that invest in collecting customer data thrive. Read Full Article

RetailDIVE - Getting Tough On Returns is Hurting Retailers

And the winner of the latest Amazon-Best Buy deal is…

“Still, the Best Buy-Amazon partnership for Smart TV sales brings the companies closer than they had ever been before, according to Luke Starbuck, vice president of marketing at customer care automation platform Linc.” Read Full Article

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Facebook’s 24 + 1 policy and how it’s impacting brands

Incorporating the latest Messenger updates will help you drive business success. Read Full Article

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Online health retailer gets real smart with AI-based customer interactions

“PureFormulas selected the Linc platform for its commerce-specialized natural language understanding, allowing the e-tailer to avoid the expense of developing a custom-built AI solution. Since launching AI-based, automated customer service, PureFormulas has seen increased customer engagement and conversions across more channels, improved customer experience as a result of instant order information and quicker resolution of questions, and heightened engagement from personalized recommendations and better access to customer data.” Read Full Article

Linc Press Media Martech Advisor

How Autonomous AI Will Transform The Marketing Industry

In marketing today, artificial intelligence is a valuable assistant. But while AI is a useful tool when it comes to gathering and analyzing data, people are still superior when it comes to outside-the-box ideas. Because creativity is such a major element of marketing, autonomous AI has yet to be fully implemented. Read Full Article

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These three powerful brands are tapping into a powerful differentiator – and you can too

“Rising consumer expectations and increases in advertising expenses are driving the cost of customer acquisition and conversion through the roof. In fact, one study found an average increase of 65 percent in the past five years. This makes it tougher to compete, as it often means a net loss on the first order, and many customers never return. In order to stand out and strengthen profit-boosting customer loyalty, modern brands are turning to value-added services and automation to create an exceptional customer experience.” Read Full Article

Additional Press Coverage.

‘Try Before You Buy’: A Huge Logistics Challenge for E-Tailers

SupplyChainBrain

And the winner of the latest Amazon-Best Buy deal is…

Retail Dive

Q&A: Linc Bets on Chatbots as Key to Differentiating From Amazon

Sourcing Journal

Getting tough on returns is hurting retailers

Retail Dive

Harry’s reportedly won’t renew lease on NYC Corner Shop

Retail Dive

How Much Is Alexa Really Boosting Amazon’s Retail Sales?

PYMNTS.com

It’s time to take the friction out of returns

Total Retail

Voice Commerce: USer First, Channel Second

PYMNTS.com

Amazon advances into home security with $1Billion Ring Acquisition

Retail TouchPoints

Amazon buys smart-doorbell startup ring

Retail Dive

‘Alexa — Turn That Return Into A Saved Sale’

Market Realist

Amazon pushes holiday sales of its Alexa-enabled devices, but holds back on voice commerce

Internet Retailer

Alexa Keeps Consumers Sticky—And Spending

PYMNTS.com

Amazon Alexa users buy more stuff, study shows

CNBC

The Retail Paradox: Building Customer Loyalty Through Better Returns

RLA Magazine