The Customer Is The Channel

The customer-centric blog of Linc Global

All Posts

Press Release: CUTS Clothing Automates the Customer Experience

CUTS Clothing Automates the Customer Experience with Linc Global's AI Customer Care Automation Platform

 Through Linc’s platform, CUTS Clothing now offers automated solutions for anywhere, anytime customer care and engagement

 

SUNNYVALE, Calif. – Mar 27, 2019 – Linc Global, the leading customer care automation solution powering digital experiences that strengthen brand-to-shopper relationships, today announced that CUTS Clothing, creator of the world’s most comfortable shirts for professionals, has implemented Linc’s AI-powered platform to offer shoppers more personalized and engaging communication on the conversational channels they prefer.

In today’s Direct to Consumer world, the customer is the lifeblood of a brand.  CUTS recognized the need to evolve with their customers desire for a personalized and engaging experience in order to build loyalty and drive brand engagement.  Providing customers with personalized service on updates and answers about orders, products, and services via new conversational channels means customers have easy access to the answers they need, turning one-time shoppers into lifetime buyers.

CUTS selected Linc for their ability to deliver a customer care automation solution that leverages the latest in AI (artificial intelligence) while providing automated assistance both pre and post purchase, which filled a gap in their overall customer experience. Additionally, CUTS saw that Linc had proven ability to enable brands to create a holistic and engaging customer experience across all channels and was a proven innovator in the customer care industry.

“With so many options to shop, your loyal customers are essential to the growth of your brand.  Customers today want instant answers both pre and post-purchase,” said Steven Borrelli, CEO, CUTS Clothing.  Creating a personalized experience is incredibly important to us.  We want to provide exceptional service and real-time updates and personalized recommendations from the time our customer sees an ad to the time the package arrives at their doorstep. The Linc platform allows us to provide our customers with an innovative and 1:1 experience with our customers while building loyalty and brand engagement.”

Linc’s platform enables CUTS to provide an exceptional experience for its customers through personalized order tracking and innovative and timely product recommendations. In addition, it gives CUTS a robust customer care solution to deliver a more personalized experience, plus the opportunity to expand to more automation in the future, as desired, into automated web chat, and voice channels.

“As the customer experience becomes the main pinnacle for driving customer loyalty, CUTS is at the forefront by evolving with customer behavior and offering an engaging experience that drives repeat purchasers,” said Fang Cheng, CEO, Linc Global. “We are excited CUTS chose Linc as their means for driving an engaging customer experience.  CUTS will see immediate benefits and be ready to easily add additional capabilities when desired through the Linc platform.”

About CUTS

CUTS was born to keep up with the modern male, "A cut for every occasion," our mantra, provides young professionals with the flexibility and confidence to rock a premium and minimalist t-shirt that suits all occasions, as spontaneous as they may be. Wear shirts that fit, feel good and look good. For more information, visit http://www.cutsclothing.co.

About Linc Global

Linc Global builds the most advanced commerce-specialized Customer Care Automation platform. Recognized as the Best AI Solution for Customer Service, the platform helps brands offer differentiating services and experiences using an automated assistant, via the channels customers prefer to use including SMS, Live chat, Chat apps, Voice assistants, web and email.

 Serving and supporting millions of shoppers and billions in purchase volume, Linc’s solution is the platform of choice for leading brands including Carter’s | OshKosh, Greats, eBags, Thrive Market, Stein Mart, Lamps Plus, JustFab.com, Tarte Cosmetics, and P&G Shop, creating the engagement and loyalty brands strive to achieve, and delivering the cost savings and revenue needed today. 


 



Related Posts

Turning Touchpoints into a Journey

Every interaction with your customer is important, and maximizing the effectiveness of touchpoints has been a valid business concern for some time. Research from McKinsey, however, highlights the blind spot in this kind of thinking -- true leading brands have moved from a touchpoints-focus to a focus on the holistic customer journey.

Designing a Customer Experience Strategy for Conversational Commerce

When you master conversational commerce, you’ll deliver experiences that make your customers feel as if you hired a personal assistant to help each of them.  There are several key strategies, smart brands need to think about as they go about creating their conversational commerce strategy. Don’t Forget The Data If conversational commerce is the new paradigm of customer experience, data is the engine that drives all those delightful interactions across touchpoints. Your customers are creating data every time they click, swipe, and like --it’s up to you to find it, analyze it and use it to inform customer engagement. Nordstrom, for example, uses sensors and Wi-Fi to track who comes to the store, wherein the store they shop, and how long they stay. They also incentivize their Nordstrom’s credit card and rewards program to gather data about their clients. Target is also known for its data-collecting. The mega-retailer assigns every customer a Guest ID number, which is linked to their credit card, name, or email address. This Guest ID number becomes a repository of info on a shopper’s past Target purchases and any demographic information the company has collected about them and/or bought from a third-party source. Target’s data is so accurate and fine-grained that they were even able to determine a teenage shopper was pregnant (and send her the appropriate mailer filled with baby items) long before her father ever knew. Collecting relevant data, analyzing it and using your learnings to inform which conversational channels make sense for your brand and what types of experiences your particular customers seek to have on them is the foundation of your conversational commerce efforts. Focus On The Highest-Value Activities Put your energy toward meaningful services that customers already care about. Look at service-oriented features, such as notification capability and on-demand service and support capabilities, to guide the customer journey. Don’t just focus on the “Checkout.” The main benefit of service-oriented conversational channel offerings is the ability to organically drive usage into new channels. For example, a customer might place an order on your website and learn that she can subscribe to order status updates through Facebook Messenger. What she sees as taking advantage of a perk will benefit you by encouraging her toward a channel where your chatbot can take over. ChatBots are best for organic conversations with common use cases, but also provide a sense of personalization and convenience for the shopper. Customer service should be your core use for this technology to start. Be Prepared For Bot-to-Human Handoffs The great thing about a conversation handled over text or Messenger is that the customer doesn’t have to know when they might be switching from a bot to a human. Bot design in the future will focus on what they can do, knowing what they can’t do, and designing a bridge to employee assistance that feels seamless to the customer. It’s not just the customer that will be helped by the bot, but the employee. It will provide faster information and better analytics in real time, perhaps then parsing information to pass on to the consumer. The most important aspect of innovation is convenience for the shopper. They should never have to explain their request twice. Start Simple and Grow to Brand Management You can start with bots as a single voice in the chorus of messages from your brand. The long term will have bots as representatives of your entire brand, managing relationships with your customers. You can start conversational commerce, however, with just a single entry point. You can get your customers used to interacting with you on the same channels they use to chat with their friends. You can piggyback on the culture of quick and informal communication, but be ready to meet their expectations for highly personal and meaningful results. If your bot can’t meet that expectation, your customer could walk away disappointed or annoyed. As the technology improves, and it is, even as we write this, you’ll be able to put more and more of your brand management in the hands of the bots. Authentication Giving your bot a way to confirm the customer’s identity is key to a truly intelligent communication that can leverage data from across your other channels. If this isn’t done right, your bot will see each customer as a stranger, negating the opportunity to provide personalized service. Focus On Concepts Rather Than Solutions Your customers might be on Kik today but head over to Facebook Messenger tomorrow. Focusing on the concepts of conversational commerce rather than today’s hottest medium will help you keep your sanity and provide an agile approach that can be applied to meet your customers wherever they migrate. Try not to get bogged down with the details of how to build for one particular channel, and look instead to use-cases. 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.