The Customer Is The Channel

The customer-centric blog of Linc Global

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Automated Shopper Assistance: What It Is and What It Means for Retailers

Simply put, automated shopper assistance bridges traditionally siloed systems like customer service, social media management, logistics systems, ecommerce platforms, and email marketing by using AI to engage with customers across channels. Given that well over half of customers’ questions are standard queries, they’re well-suited to be handled by a chatbot or automated assistant instead of an employee paid to triage customer care interactions. This means that retailers can dramatically reduce customer care costs while increasing customer satisfaction by leveraging automation to handle routine inquiries and questions.


It’s critical, however, to use purpose-built customer care AI that relies on algorithms and real-world data for training, and offers specialized ecommerce workflows, robust scalability, natural language understanding and is equipped to resolve inquiries involving other systems. Generic AI won’t do; a platform needs commerce capabilities that allow AI to tackle order status questions and offer tracking updates, notifications, reorders and guided returns and exchanges across the channels customers prefer.  


Get this right and AI can handle over 70% of customer requests, from order status updates to returns and reorders, all on the customer’s channel of choice.


You can learn more about the customer experience and how automating the shopper experience can engage your customers at every touchpoint by exploring Linc’s platform and solutions pages. Or take a look at how leading brands like Lamps Plus, JustFab.com and others are using an automated shopper experience platform as part of their customer experience strategies in their businesses today, in our resources page

Related Posts

Automated Shopper Assistance: What It Is and What It Means for Retailers

Simply put, automated shopper assistance bridges traditionally siloed systems like customer service, social media management, logistics systems, ecommerce platforms, and email marketing by using AI to engage with customers across channels. Given that well over half of customers’ questions are standard queries, they’re well-suited to be handled by a chatbot or automated assistant instead of an employee paid to triage customer care interactions. This means that retailers can dramatically reduce customer care costs while increasing customer satisfaction by leveraging automation to handle routine inquiries and questions.

Multi-Channel Customer Journeys Are The New Reality

The linear customer journey–a straight line from research to engagement to purchase where everything hinges on conversion and where the brand shepherds the customer along a particular path–is dead. Today’s customer journey looks more like creating a landscape of physical and digital touchpoints across which your customers will roam, choosing when and where they’ll interact with your brand. Your job is to provide the GPS for this journey and ensure that each interaction they have with you as they traverse this landscape of touchpoints is both seamless and consistent.

Best Practices for Increasing Shopper Opt-In Rates

Shopper opt-ins are the secret sauce to marketing your products and services to your future and current customers.  With the heavy reliance on privacy laws and legal ramifications abound, increasing shopper opt-ins is the key to business success.  The bigger the opt-in audience, the more opportunities to engage with customers.