The Customer Is The Channel

The customer-centric blog of Linc Global

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

Press Release: PureFormulas Automates Customer Engagement with Linc Global

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

Customer Success: PacSun Differentiates the Customer Experience

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.

How to Make a Bot Smart (Repost from Oracle Blog)

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.

How a Billion Dollar Childrenswear Company improved loyalty and LTV by 65%

Whenever children or babies are around - you know you'll have your hands full, with little time to spare. 

Six Challenges You Need To Conquer To Effectively Deliver Automated Customer Care

In my day-to-day work partnering with leading brands and retailers to solve customer challenges, I’ve often heard the statement, “We are behind.” Over time, it's become clear to me that they aren't so much referring to being behind their competitors, but rather that they are falling behind customer expectations.

5 ways to utilize chatbots for a better customer experience

Article Originally Posted on smartinsights.com

The New Job on the Block: Chatbot Strategist

I remember sitting in class one day at University, and the plucky, outspoken prof announced to our lecture that most of us would be doing jobs that don’t have names yet. As a concept, this seemed to make sense, but as a reality, I couldn’t imagine how jobs could materialize from thin air, at least with such a lack of predictability that we didn’t even know they’d be needed. Fast forward to today, and I’m fairly certain my prof would be ready with a warm-hearted ‘I told you so’, if I explained what I’ve seen develop this year.

Outperforming Amazon with Dynamic Customer Experience and Engagement

With their breadth of available inventory and shipping infrastructure, it seems that Amazon has everyone cornered. But, there are incredible opportunities for brands and retailers to compete with Amazon – and thrive. In today’s post, we’ll focus on how to outperform the big, smiling behemoth when it comes to customer experience and engagement.

5 Ways To Increase Profitability With Emerging Chat And Voice Platforms

Today, you can’t talk about creating an amazing customer experience without bringing emerging AI-powered chat and voice platforms into the discussion. They’re rapidly becoming essential channels via which to connect with customers. Indeed, real-time text is the preferred method of communication with brands for Millennials, trumping email and 1-800 numbers and shoppers of all ages are becoming more accustomed to communicating with customer care chatbots. While AI-based voice assistance isn't as established as chat and text, it's also growing quickly. Voice accounts for 20% of search and by the end of 2017, 40M households in the US will have voice-enabled devices like Google Home and Amazon Echo. And people aren’t just using these devices to check the weather or find out movie showtimes–at least a third of Echo owners have made a purchase via Alexa. So, how can a smart retailer leverage chat and voice platforms to create the kind of customer experience that drives ecommerce competitiveness and increases revenue? There are five key areas to focus on.

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