Press and Media

Black Friday 2020 broke records, representing the second biggest e-commerce spending day in U.S. history. With 2021 likely to offer more of the same, competition for wallet-share has never been higher and the margin for customer experience (CX) errors never thinner. Retailers looking to gain an edge should focus on how they can upgrade their CX strategy for the coming holiday season.

Whether building your chatbot or outsourcing development, these five chatbot features can aid in successfully implementing bots. Even when a tool on your shortlist supports a given feature, it’s worth considering how easy it is for developers to work with it in practice. While some chatbot platforms can support all the features on this list, some require workarounds and kludging to adapt to your specific needs.

Today, Linc announced that its leading CX Automation solution has been integrated with Gladly’s all-in-one customer service platform that helps brands deliver a more personalized customer experience. Now, with the integration of Linc, Gladly’s leading enterprise retailers and disruptor brands have simplified and streamlined access to Linc’s CX Automation solution, which rapidly resolves complex eCommerce use cases through pre-built and extensible Digital Workers.

Levi’s worked with Linc Global to set up Google Business Messages on Google Maps for five and then 50, stores, before expanding to more than 200 stores. The company discovered that Google Business Messages brought in customer satisfaction (CSAT) scores of over 85%, and drove 30 times more store-related questions than its proprietary onsite web chat.

Today, Linc announced that its leading CX Automation platform has been added to the SAP Store, the recently created marketplace for solutions and services from SAP and its partners following the merging of the SAP App Center for partner solutions with SAP Store for SAP solutions. Availability through the SAP Store will make it easier and seamless for SAP’s leading enterprise retailers and disruptor brands to access Linc’s CX Automation platform.

Even as things start improving and store reopening are happening, digital interactions for customer support are at an elevated level, and they bring new challenges. The reopening can also be confusing because some regions open first and others don’t. In some cases they have to reverse course. There’s a lot of uneven service topologies that are forcing retailers to be dynamic in how they respond.

A new study of consumers in the U.S. and UK from customer experience management company Sitel Group shows that the majority of shoppers today view customer experience as one of the most important factors when making purchasing decisions. Findings show that to survive in a post-Covid world retailers will need to make new investments in CX tools that provide instant customer engagement in order to maintain high sales in 2021.

Even as things start improving and store reopening are happening, digital interactions for customer support are at an elevated level, and they bring new challenges. The reopening can also be confusing because some regions open first and others don’t. In some cases they have to reverse course. There’s a lot of uneven service topologies that are forcing retailers to be dynamic in how they respond.

Linc has announced the launch of the Auto-Delivery Digital Worker, a new service on its customer experience automation platform that enables retailers to increase subscriptions. Combining notification and automated chat functionalities, the Auto-Delivery Digital Worker informs customers which items are eligible for auto-delivery and facilitates subscription sign-ups and modifications.

With the new feature, brands and retailers can achieve true omnichannel engagement and seamlessly send automated notifications and create effective 2-way communication for all fulfillment options including BOPIS, Curbside, BOSS and other channels.

Linc has announced the launch of the Auto-Delivery Digital Worker, a new service on its customer experience automation platform that enables retailers to increase subscriptions. Combining notification and automated chat functionalities, the Auto-Delivery Digital Worker informs customers which items are eligible for auto-delivery and facilitates subscription sign-ups and modifications.

We empathize with the mountain of challenges our retail partners have faced the past year and are committed to develop solutions that enable them to deliver excellent customer experiences. Our goal with the Omnichannel Pickup Assistance Digital Worker is to help them effectively equip their customers with the information they need for getting their orders as seamlessly as possible.