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Linc Global Announces Direct-to-Consumer Automated Customer Care and Engagement Platform
[October 29, 2018]

Linc Global Announces Direct-to-Consumer Automated Customer Care and Engagement Platform


Linc Global, the leading customer care automation platform, announced today the General Availability release of its direct to consumer capabilities. Linc helps brands offer an automated assistant that engages, serves and converts shoppers, while building stronger customer relationships, and substantially enriching customer data.

Linc's Customer Care Automation platform revolutionizes how D2C brands solve the challenges of scaling customer care, building a direct relationship with the customer and leveraging data to drive growth. The platform uses AI, a single customer profile, and smart integrations to create engaging, real-time moments that give customers the service they want, an experience they love, and more reasons to shop online again.

Offering a branded, automated assistant across channels that shoppers use most frequently, the platform uses a contextual understanding of needs based on purchasing behavior, order status, customer care history, and unique preferences. The assistant offers a range of services across the customer journey, including post-purchase assistance, re-ordering, and subscription help. It also drives additional engagement through reminders, contextual recommendations, and more. Additionally, using the platform's understanding of the customer and open APIs, brands can easily deploy differentiating and unique value-added services to drive further engagement and strengthen loyalty. Services such as product selection assistance, in-store stock check, automated on-site live chat, real-time answers to product questions, and comprehensive loyalty program service can be added to the automated assistant's capabilities, with no fixed limitations on the services created.

With the platform's D2C capabilities, brands can now offer real-time assistance with the convenience customers want, without sacrificing margin. In the battle for loyalty, brands can benefit from the incredibly rich and broad customer data that is used not only to power the automated assistant, but can be integrated into existing systems including CRM and marketing automation platforms, providing a far richer and real-time undestanding of customer behavior, and the ability to take immediate actions according to their individual preferences and experiences.



Key benefits of deploying an automated assistant using Linc's platform include:

  • Providing real-time automated customer care with a broad range of services across channels customers prefer including SMS, Facebook Messenger, Website Chat, Twitter (News - Alert), Amazon Alexa, and Google Assistant
  • Ability to provide value-added services such as product selection, assistance, and educational content
  • Turn customer interactions, profile information, preferences into structured data with dozens of data points that can be used in real-time across a brand's technology ecosystem
  • Offer best-in-class customer experiences in order-tracking, exchange/return, upsell, subscription assistance
  • Able to answer common questions from customers 24/7, with the convenience of voice, chat or text
  • Built and proven at enterprise retail scale - platform handles demand spikes flawlessly
  • Open APIs offer integration into existing systems to enhance customer experience and make real-time data available

Many leading brands are already using Linc's platform to push the boundaries of AI-automated customer care. Across cosmetics, consumer goods, fashion, homewares, footwear and electronics, leaders are positioning their brands on the forefront of customer experience by deploying Linc's customer care automation platform; driving exceptional results with boosts in customer engagement and lifetime value, data enrichment, increased conversions, and customer care cost savings.


"As the competition for customers' attention and engagement heats up, D2C brands are working hard to build stronger customer relationships, nurture loyalty, and leverage customer data," said Fang Cheng, CEO, Linc. "Linc's Customer Care Automation platform is architected for real-time decision making using unified customer data from different interaction channels, and a deep comprehension of interaction context. Using the platform's direct-to-consumer capabilities, Linc'd brands can provide exceptional customer care across the whole customer journey, create more loyal customers and bring far more rich customer data into their business."

Cheng will speak on Monday Oct. 29 at 8:30 a.m. PDT as part of the "Disruptive Startups Enabling New Customer Experiences." In this talk, Cheng will share a brief overview of the different solutions powered by Customer Care Automation with a focus on the hidden challenges that the industry needs to solve to achieve effective automation of the majority of every-day direct-to-consumer service needs.

About Linc Global

Linc Global builds the most advanced commerce-specialized Customer Care Automation platform. Recognized as the Best AI Solution for Customer Service, the platform helps brands offer differentiating services and experiences using an automated assistant, via the channels customers prefer to use including SMS, Chat apps, Voice assistants, web and email.

Serving and supporting millions of shoppers and billions in purchase volume, Linc's solution is the platform of choice for leading brands including P&G Shop, Tarte Cosmetics, Carter's | OshKosh, eBags, Stein Mart, Lamps Plus, JustFab.com, Hugo Boss and Vineyard Vines creating the engagement and loyalty brands strive to achieve, and delivering the cost savings and revenue needed today. Learn more at www.letslinc.com.


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