Pure Formulas Leverages Cross Channel Automation With Linc CX Platform

Resolution of customer support inquiries

without involving a live agent

Of customers used the automated

refer-a-friend functionality

Summary

Pure Formulas Working With Linc

PureFormulas, the nation’s leading online health supplements retailer, wanted to adapt their customer experience to changing customer behavior.

Their shoppers were eager to connect with them on new conversational channels such as SMS and Facebook Messenger, and PureFormulas knew they needed the right technology partner to help them successfully extend their customer experience to this new terrain.

Carolina Servigna

Director of Technology

Pure Formulas

"Linc is a true innovation partner. They not only understand technology and AI, they helped us build our own automation roadmap and execute it."

Challenge

PureFormulas selected Linc for the ability to deliver a customer care automation solution that leverages the latest in AI and commerce-specialized natural language understanding, avoiding the expense and burden of a custom-built solution.

PureFormulas recognized that, as an innovator in customer experience, Linc had the proven expertise to enable brands to automate customer care via conversational channels like Facebook Messenger and voice platforms such as Amazon Alexa.

Carolina Servigna

Director of Technology

Pure Formulas

"Linc is a true innovation partner. They not only understand technology and AI, they helped us build our own automation roadmap and execute it."

Approach

Engaging Customers Across Channels To Drive Results

Convenience takes center stage

Customers can now engage with PureFormulas through new channels such as Amazon Alexa, SMS, and Facebook Messenger.
PureFormulas can continue to communicate through these channels with highly relevant messages that lead to new conversions.
With only 6% of all bot interactions needing to be handed over to an agent, customers are easily able to get the answers to the majority of their questions

Director of Technology

Pure Formulas

Results

Real-time, on-demand order information

Customers can access order information quickly and easily, have their questions answered in real-time and are offered highly relevant product recommendations.

Data-driven personalized interactions

With Linc’s CX platform, PureFormulas can use customer data more readily, creating interactions that are more personalized, relevant and effective at creating return shoppers.

In addition, over 36% of PureFormulas customers have used the automated refer-a-friend functionality in order to provide a seamless way to grow the customer base.