The Customer Is The Channel

The customer-centric blog of Linc Global

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Building Your Conversational Commerce Technology Stack

Do you go it alone or outsource?

This is a big decision, and a lot of money stands to be spent or saved, earned or lost. Do you go it alone, or do you hire help?

According to Dale Traxler of Practical eCommerce, one of the best reasons to outsource is the need for a specialized skill. Unless you have the right skill set in house and the resources with which to develop and deploy a complex, robust new platform, it may be best to outsource.

Ask yourself, how familiar your team is with:

  • Big data management
  • Data science
  • Artificial intelligence
  • Analytics
  • Content Management
  • SQL composition
  • API development
  • Machine learning
  • Spring frameworks
  • Git and Gitflow
  • Server-side Javascript and Node.js
  • Front-end HTML

In-house vs outsourcedTimeline for conversational commerce

Considering the high stakes, technical difficulties, and the speed at which the landscape is shifting, outside help could be the smartest way to catch up to the conversational commerce leaders.

Are You Channel-Agnostic?

It can be difficult to suss out what’s a fad and what’s a revolution. We hope we’ve convinced you that conversational commerce is the revolution. As for the fad, well, that will come in the evolution of platforms your customers use. The principles are what matter most: speaking in a personal and conversational way to your customers, and scaling that conversation using technology. What will change are the tools. That’s why a channel-agnostic approach is essential.

You want to be channel-agnostic because your customers are channel-agnostic. With the phenomenon known as the generation lap, young people will forever be hopping away from the channels that are adopted by their parents. You have to be ready to hop with them.

Remember that the key tenet of today’s retail environment is that the customer is in control. They expect you to come to where they are, not the other way around. A true omnichannel approach is different from just a multiple channel approach; it incorporates an agile sensibility and readiness to add channels as needs.

Omnichannel goes beyond traditional media and store hours. In a world where your customer might be a mother up with her baby at 3 AM or a family that skips TV commercials with the click of a button, you have to be ready to capture your audience wherever they appear.

With a channel-agnostic approach, you:

  • Give your customers control of how they come to you
  • Assist your customers in the way they dictate
  • Let them do business with you in the
  • Most convenient ways for them
  • Strengthen it over time

You can learn more about conversational commerce and engaging 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 automated conversational commerce strategies in their businesses today, in our resources page

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