The customer-centric blog of Linc Global
As consumers want more and more 1:1 communication with brands, a large strain takes hold on your customer service teams and the overall business. Many brands are finding the key to alleviating these pains is to automate the process as much as possible. One key difficulty with this becomes how to best leverage basic automated interactions and ensure you are providing your customers with all the information they need when they want it.
Since the first checkouts appeared online more than 20 years ago, the best-in-class standards in customer experience have changed significantly, from improving access to product catalogs, to enhancing the communication around purchases, and today, into the multichannel, integrated efforts orchestrated between marketing, ecommerce and customer care teams.
PureFormulas Automates Customer Engagement with Linc Global's AI Customer Care Automation Platform Through Linc’s platform, PureFormulas now offers automated solutions for anywhere, anytime customer care and engagement messaging across channels including SMS and Facebook Messenger
Leveraging Linc Global’s Customer Care Automation Platform, PacSun offers proactive SMS notifications on order status and automates returns to enhance their customer care experience.
Chat Bot Intelligence - Current State A simple chat bot can answer simple queries about - “How is the weather?”, “How are you feeling today”, “Where is the stock market today?” and so on. In most cases, the backend software in the Bot is doing a simple look-up in a database, comparing it with the user utterance and giving a reply.
As executives realize the need to reach customers on the channels they prefer, the post-purchase is the easiest and most common first action to take for creating an optimized customer experience.
Your brand image depends on the customer service you provide. A once-unsatisfied customer is unlikely to visit your site again. While common options include providing live chat service to customers, along with service on social channels, there is a new opportunity available. The first of its kind, automated web chat delivers a real-time, personalized experience – in this post, we’ll talk about the best way to utilize automated web chat and what long-term benefits it will bring to your company.
As brands are quickly learning, today’s customer wants to interact on the channel they want to use and at the time they want. Though this means finding new ways to give the customer immediate service, across more channels, there is more to the story than this. Astute leaders will recognize that where you provide service, you can also leverage customer engagement to lead to the customer to additional purchases to increase revenue and strengthen loyalty.
Angela Hsu, SVP Marketing and Ecommerce at Lamps Plus, the United States’ largest lighting retailer, recognized a need to take action to cement their market-leading position. Shoppers’ buying behaviors had changed, and to evolve with customers’ preferences, they needed to deliver improved customer experiences across all channels that customers used, outside of email alone. Lamps Plus selected Linc’s Customer Care Automation (CCA) platform in order to provide real-time updates and answers, to deliver convenience and accessibility that customers wanted, in order to solidify brand loyalty and maintain their leadership position.