The Customer Is The Channel

The customer-centric blog of Linc Global

5 ways to utilize chatbots for a better customer experience

Article Originally Posted on smartinsights.com

The New Job on the Block: Chatbot Strategist

I remember sitting in class one day at University, and the plucky, outspoken prof announced to our lecture that most of us would be doing jobs that don’t have names yet. As a concept, this seemed to make sense, but as a reality, I couldn’t imagine how jobs could materialize from thin air, at least with such a lack of predictability that we didn’t even know they’d be needed. Fast forward to today, and I’m fairly certain my prof would be ready with a warm-hearted ‘I told you so’, if I explained what I’ve seen develop this year.

We've launched a D2C branded automated assistant, capable of serving customers across conversational channels

[Las Vegas, NV] GroceryShop 2018 is underway with industry leaders taking the stage to address shared challenges and opportunities relating to the evolution of how consumers shop for products ranging from food and beverage to health, beauty, personal care, household and pet supplies.

Customer Highlight: How JustFab.com Delivers Exceptional Service to Members, While Cutting Costs With Automation

TechStyle Fashion Group, the parent company of JustFab.com and ShoeDazzle.com, has seen explosive growth since its founding in 2010; gaining over 5M members with over 85M products shipped, operating in 12 countries with over 23M Facebook fans. With this expansion came challenges in giving customers the service they expect without running customer service costs sky-high. Parallel to this growth, TechStyle recognized that their customers were changing their habits, and email was no longer being used as much as social chat channels like Facebook Messenger.

Spotlight: Automated Omnichannel Shopping Assistance

Many Linc’d brands offer their customers automated assistance across channels, including help with orders, returns and other questions, and see over 70% of inquiries resolved immediately. Beyond these tier-1 inquiries, there’s a big opportunity to add additional capabilities to an automated assistant powered by Linc’s platform, and deliver services and experiences that help to differentiate a brand, and make life more convenient for customers.

Feature Announcement: New opportunities to engage with customers

We’re constantly working to help Linc’d brands make the services they offer more accessible and convenient for customers, and deliver more impact. This quarter, we’re rolling out Automated 2-way SMS chat, and Automated Twitter DM.

Outperforming Amazon with Dynamic Customer Experience and Engagement

With their breadth of available inventory and shipping infrastructure, it seems that Amazon has everyone cornered. But, there are incredible opportunities for brands and retailers to compete with Amazon – and thrive. In today’s post, we’ll focus on how to outperform the big, smiling behemoth when it comes to customer experience and engagement.

Linc wins 2018 Artificial Intelligence Breakthrough Award

Among 2,500 award applicants, Linc was selected for its innovative work in helping brands and retailers reinvent their customer care strategy. Linc’s platform leverages purpose-built AI to answer more than 90% of customer inquiries with automated assistance across web, email, SMS, Facebook Messenger, and voice assistants including Google Assistant and Amazon Alexa.

Apparel Magazine's 2018 Top Innovators Announced

This is a summary of a report published by Apparel Magazine. You can read the full report here.   Photo Source: www.cartersoshkosh.ca The 2018 Apparel Magazine "Top Innovators" has been released, and amongst the 25 retailers sits Linc'd brand, Carter's Inc. (OshKosh B'gosh, Skip Hop, Carter's), based out of Atlanta, Georgia.   “Our shoppers love the new delivery experience and our WISMO calls are down. Linc has positioned us on the leading edge of customer experience.” – Jadene Burgess Sr. Director, eCommerce Operations Carter’s Inc Carter's primary focus is to put convenience at the center of their customer-engagement efforts, making it easier than ever for their customers to communicate with them. Given that today’s generation of new parents increasingly favor communication via social media channels such as Facebook (and even via voice assistants such as Amazon Alexa and Google Assistant), it made sense to go where its customers were, and to make the communication easy. "With a combined following of more than five million consumers on its Facebook pages alone, we understood that Facebook was a crucial component of day-to-day communications with shoppers", said Burgess.  Carter's was already using our Customer Care Automation Platform for digital experiences such as email updates and SMS text messages, and extended their services to implement AI-powered Facebook Messenger chatbot technology. With chatbots, Carter's customers can now track packages and receive instant answers, 24/7, to WISMO (where is my order) questions, instead of needing to interact with human representatives, which is not as convenient, and also sometimes requires a wait. You can read the full report here, and see how top Retail Brands are innovating in 2018. .   About Apparel Magazine: For over 58 years, Apparel has focused on how leading apparel retailers are utilizing technology to improve their organization, as such, they speak with C-level executives year round in the apparel industry.

Spotlight: New York Fashion Tech Lab (NYFTL)

On June 8th, 2018, InStyle Magazine posted an article on 9 Women Who are Changing The Face of Fashion With Technology, featuring our CEO, Fang Cheng. 

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