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Linc Global company logo
MOBILE & TELECOMMUNICATIONS | Mobile Software & Services / Customer Relationship Management
letslinc.com

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Founded Year

2013

Stage

Unattributed VC | Alive

About Linc Global

Linc’s customer care automation platform uses specialized AI to give brands the customer-centric engagement that’s vital to their growth. The platform automates the key points of customer care for online shoppers so they can quickly and easily track, return, exchange, get answers to questions and re-order products without the need for a live agent or cumbersome self-serve process.

Linc Global Headquarter Location

100 Mathilda Place Suite 150

Sunnyvale, California, 94086,

United States

512-794-8876

Latest Linc Global News

How to effectively automate your promo support

Mar 23, 2021

Durk Stelter, chief revenue officer at Linc Global, explains why real-time promotion support is one of the most common customer inquiries and resolution requirements facing e-commerce retailers and how failing to adequately address promo support means leaving money on the table. and return assistance, real-time promotion support is one of the most common customer inquiries and resolution requirements facing ecommerce retailers today. Failing to adequately address promo support inquiries means leaving money on the table. With an almost 70% cart abandonment rate across industries, this is something no retailer can afford to do. Promo support automation offers a scalable, cost-effective way to solve for this CX challenge, but implementing it is far from fool-proof. To get promo support automation right, embrace these best practices. Go beyond the generic No one likes to be told no, but what's even more frustrating is when that no isn't followed by an explanation about why we can't have what we want. If a customer has questions about a promotion or they have an issue with a promo code, they don't want to settle for a stock answer ("That promo code isn't valid.") or a not-so-helpful link to your FAQ. Successful promo support automation goes beyond the generic to provide real-time, personalized interaction and resolution for the specific inquiries and questions your shoppers have and delivers the same sort of bespoke CX that aligns with the rest of their touchpoints with your brand. Make sure welcome offers work Your promo support automation needs to do more than just handle inquiry resolution for public-facing promo codes. It also needs to handle issues related to redemption and application of unique digital welcome offers. Usually discounts are tied to a first order, these one-time codes are unique to each user (or at least to the email address they used to sign up for them). The process of using a digital welcome offer needs to provide the kind of positive, seamless introduction to your brand that will convert new customers to return shoppers. Real-time promo support automation delivers on that promise by making sure your shoppers are able to effectively take advantage of these offers, including getting personalized answers about how to apply their code, what items it does or doesn't apply to and any terms and conditions that affect their purchase. After all, the old saying is true–you don't get a second chance to make a first impression. Reduce checkout friction Once a customer has initiated the checkout process, you should roll out the digital red carpet to ensure nothing disrupts their path to a successful purchase. Your promo support chat should live within the checkout process, allowing shoppers to ask promotion-related questions or receive information without jumping back to their email, opening a new tab to find your customer support number or searching for a new promo code, all of which are unwanted distractions that run the risk of derailing their purchase entirely. Prioritize speed and specificity Human customer support agents are, well, only human. They often don't have the specific information on hand to address a customer's particular promo support inquiry and either need to put the customer on hold or leave them hanging in a web chat to search for an answer or troubleshoot an issue. This lack of immediacy frustrates customers looking for real-time support and runs the risk of discouraging their purchase. Promo support automation speeds up this resolution process exponentially, as the automated assistant has the capacity to process large amounts of data in real time, quickly fetching an answer for your customer. You can go a step further and integrate your automated assistant with the platform you use for your promo code inventory, which will allow it to provide real-time assistance to shoppers looking for information on all active and past promos you've run. Executed well and integrated within your full order lifecycle automation approach, promo support automation can save sales that would otherwise be lost. Resolving customer promotion inquiries as they happen not only reduces cart abandonment, it also increases customer satisfaction and ensures consumers get the value they expect from your brand. Durk Stelter is chief revenue officer at Linc Global

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Expert Collections containing Linc Global

Expert Collections are analyst-curated lists that highlight the companies you need to know in the most important technology spaces.

Linc Global is included in 2 Expert Collections, including ad tech.

a

ad tech

3,631 items

C

Conference Exhibitors

5,302 items

Linc Global Patents

Linc Global has filed 4 patents.

The 3 most popular patent topics include:

  • Programming paradigms
  • Artificial intelligence
  • Computational linguistics
patents chart

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2/22/2021

6/8/2021

Natural language processing, Programming paradigms, Computational linguistics, Artificial intelligence, Tasks of natural language processing

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Natural language processing, Programming paradigms, Computational linguistics, Artificial intelligence, Tasks of natural language processing

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Linc Global Web Traffic

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