The customer-centric blog of Linc Global
Retailers are facing a raft of challenges this quarter. Amazon capturing more than half of total online retail growth, customers spending 88% of their time in only 5 apps, and customer acquisition costs skyrocketing. It’s understandable some are considering selling the farm, and others are quietly fading away. For those still in the fight, ChatBots and conversational commerce channels are a hot topic of debate — it’s difficult to go a single day without stumbling on some kind of new report — and for good reason. But many are feeling concerned about some fundamentals of the platforms, and how they operate.
SUNNYVALE, Calif.--(BUSINESS WIRE)--Linc Global, the leading customer care automation solution powering digital experiences that strengthen brand-to-shopper relationships, today announced that The Ridge, the creator of the expanding minimalist wallet that protects your cards and cash, has chosen Linc’s AI-powered platform to provide shoppers with a cohesive experience across the whole buying experience.
As featured in Destination CRM The era of email@example.com is over—and the time for automated, conversational communications has arrived. Today’s consumers expect more from their most loved brands, and companies must evolve to deliver real-time engagement that satisfies customer needs and wants. Eighty percent of consumers say no retailer or service provider has ever sent them a communication that felt overly personal. Just look at L’Oréal. When it launched its Makeup Genius app, customers didn’t cry foul at facial recognition. Instead, they leapt at the opportunity to engage with the brand in that way, demonstrating that audiences are hungry for personalized experiences that add value beyond the product itself. Automated communications have often sounded cold and impersonal. For example, the typical abandoned cart email tries to be relevant, but it frequently sounds like it was written to a mass audience, or the timing is a little off. To connect with customers, brands must find harmony in timeliness, relevance, and ease of use. Whether that harmony comes through traditional email or newer channels like SMS texting, web chat, or in-home voice assistance, personalized automation is the future of better customer experiences.
Buying and selling online began in earnest in the ‘90s. In 1995, the year Amazon and eBay both started, the internet existed as 120,000 registered domain names. Over the next three years it grew to more than two million. Now, more than a billion websites are online. Ecommerce has also expanded by leaps and bounds. In 2006, ecommerce accounted for approximately 3% of total US retail sales. So far this year, it’s approaching 10% and represents an almost 15% year-over-year increase compared to 2016.
Chris Messina, who helped to popularize the term and is the Developer Experience Lead at Uber, declared “2016 will be the year of conversational commerce.” What he predicted back in early 2015 has now become a reality -- leading brands are already capitalizing on these channels and leaving their competitors behind. What does that mean for your brand? 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. “Not only do companies today need to exceed customer expectations, but they need to make it easy for the customer to do business with the company,” writes Forbes’ Blake Morgan. “Want a powerful customer experience? Simply ask yourself how easy you can make life for your customers.”
The rules of customer engagement have changed. There is greater expectation on timeliness of resolution, personalization of service, convenience of channels, availability and willingness of a brand to engage in a real-time 2-way conversation. Notifications, no-reply email addresses and delayed email support don’t meet customer expectations of a brand’s readiness to help them if they have a question or want more information. Beyond information, many consumers want to be a part of their favorite brands, and feel heard, beyond sharing a comment on social media. In this post we discuss how brands need to automate their customer care solutions in order to keep up with the ever-changing customer expectations.
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
The evolution of automated customer care goes well beyond the post-purchase experience. Automated customer service is more than just questions about order tracking, return information, and product details. Customers also have questions about finding what they are looking for and which products are right for them. Without automation, all of these questions add more work and time for your customer service reps, or the questions go unanswered and customers go elsewhere
As the customer’s preferences and means of communication change, so does the amount data and tracking we have about customers preferences. Beyond the clear business impacts on important KPIs, a brand sees a large improvement in customer data - both in richness and availability. With an automated customer care solution, brands can use automated assistants to easily use this data to engage customers and increase sales.