Press & Media

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.“

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.“

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.”

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.”

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.

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.”

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.”

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

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

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.”