Media Room.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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.