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.”
Sr. Director, eCommerce Operations
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.
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.