Award-winning automation platform for Customer Experience, Linc, recently announced a new addition to its portfolio. The company already has a strong standing in the CX environment thanks to its world-class solutions for scalable customer experiences. Now, the arrival of “Promotion Support Digital Worker” will make Linc’s offer even more compelling.
This new digital worker provides immediate resolution of questions specifically linked to promotional codes and sales within the chat experience. The new digital worker on the platform is the only offering in the market that uses automation to resolve issues specifically linked to promotions, thereby reducing buyer pain points.
Supporting Companies During Promotional Shopping
Customers in this new digital landscape expect their shopping experience to be as streamlined and frictionless as possible. As more people rush to purchase products and services online, avoiding in-person interactions, Linc’s platform could represent a powerful tool in ensuring good customer experience. The platform data Linc collected during the 2020 holiday shopping period demonstrated that promotion support is a common requirement for business leaders.
Customers inquire about promotions most commonly following order-specific questions. During Black Friday, promotion-issue queries ranked as the second most popular, just underneath the need to change shipping addresses. Linc believes this demonstrates the need for companies to seamlessly resolve these kinds of issues and queries with a new solution.
The Linc Promotion Support Digital Worker evolves from the existing functionality of the Promotion Finder Digital Worker, which appeared in 2019, helping users to receive information about promotions.
Solving Crucial Customer Queries
According to Linc, the majority of general chatbots for promotional support only answer basic questions about promotions, which leaves the customer unsatisfied. Linc’s promotional support delivers a more comprehensive way for companies to resolve customer issues in real-time. Linc’s eCommerce expertise is also readily available when consumers are at essential points in the buying process and attempting to use a promotion.
The new Linc digital worker is available to guide the consumer through the inquiry process through to the final checkout. This helps to ensure that sales aren’t lost due to problems with accessing promotions. Digital workers can be offer code specific, and assist with common questions like “when will this offer expire?” and “will this offer work with other promotions?”
This Linc digital worker is available through all of the conventional messaging channels offered by Linc, including Facebook, SMS, webchat, WhatsApp, and Business Messages via Google. Voice channels like Google Assistant and Alexa are also supported. Consumers can use the service to get immediate solutions to their problems, 24 hours a day and 7 days per week, in the channel that suits them.
According to CEO and co-founder of Linc, Fang Cheng, the Promotion Support worker could be the ideal solution for retailers hoping to improve the efficiency of their customer support centres. This tool will pave the way to ensure that resources are available to handle the most pressing issues for customers.
