Press and Media

With an almost 70% cart abandonment rate across industries, ecommerce retailers are losing billions of dollars when frustrated shoppers jump ship during the purchase process. A sale is not a sale until the final checkout button is clicked and it’s the retailer’s job to make the path to that action as smooth as possible. One of the big roadblocks to a seamless transaction is promo support.

A majority of consumers that have bought voice assistants say there’s no way they would want to go back to their life before voice. The opportunity is real, but only for brands willing to step outside their traditional mind-set. Customers are ready and willing to build new habits and will be delighted by the services that can be offered through these familiar devices they use each day.

From small local boutiques to iconic department stores, no corner of the retail sector has been untouched by the COVID-19 pandemic, and the separation between winners and losers has never been so stark. For every mall chain declaring bankruptcy, there’s a competitor that’s quickly responded to the new normal and is reaping the revenue benefits.

Linc was recognized as one of the top technology products after demonstrating significant success in improving its customers’ CX initiatives. The company’s platform delivers best in class customer experience through automated experiences, at scale, across webchat, email, SMS, Facebook, Google’s Business Messaging, and Voice connected platforms.

As consumers get comfortable with their newfound digital wallets and gift cards, marketers must continue to adapt their strategies to changes in shopping behavior to better finesse the customer experience. Both consumers and vendors have had non-stop adjustments. Lockdowns and social distancing requirements accelerated the adoption of new technologies.

Linc has announced its “Promotion Support Digital Worker,” a chatbot to resolve promo code questions at critical buying points. The Promotion Support Digital Worker builds upon Linc’s existing Promotion Finder Digital Worker, which launched last year, allowing users to discover and receive information about current promotions, ensuring sales are not lost.

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 its “Promotion Support Digital Worker,” a chatbot to resolve promo code questions at critical buying points. The Promotion Support Digital Worker builds upon Linc’s existing Promotion Finder Digital Worker, which launched last year, allowing users to discover and receive information about current promotions, ensuring sales are not lost.

Support chatbots only answer generic questions about promotions. Linc’s promotional support delivers full resolution of the customer’s issues in real-time. The digital worker will guide the customer throughout the inquiry process through final checkout.

The initial lockdown brought to light how many retailers had not invested properly in their e-commerce experience throughout the years,” said Durk Stelter, CRO of customer experience platform Linc. “Those investments should be coming to fruition now, and retailers should be starting to focus on the technology needed to provide the best-in-class customer experience.

While retailers must figure out how to manage returns, getting overly tough with customers in such an environment could hurt their brand and impede opportunities to make the next sale, according to Linc VP of Marketing Luke Starbuck.

An opted-in, highly engaged audience that enjoys real-time service from preferred brands will set the foundation for the ROI that businesses need to see.