Linc today announced the launch of the Omnichannel Pickup Assistance & Orchestration Digital Worker. With this innovative digital worker, retailers and brands can now send automated and seamless notifications to their customers regarding omnichannel fulfillment through multiple destination orders, such as buy online pick-up in store (BOPIS), curbside pick-up , ship to home, ship to store (BOSS) and any variations of these. More importantly, this Digital Worker orchestrates two-way communication to ensure a quick, satisfying and successful delivery and/or pickup of all the items ordered by the customer.
As consumers narrow the scope of their shopping to those retailers who have responded to shifts brought about by the pandemic, such as offering contactless payments and curbside pickup options, it’s only natural that augmenting CX to meet evolving customer expectations is a top priority for competitive differentiation. With this solution, Linc is furthering its best-in-class platform for helping retailers and brands navigate the logistical turbulence brought on by the pandemic with another high-fidelity Digital Worker.
“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,” says Fang Cheng, CEO and Co-Founder of Linc.
The pandemic has led to a boom in alternative fulfillment methods such as BOPIS, curbside and BOSS that has proven to be daunting for many retailers that did not have robust digital fulfillment solutions already in place. The influx of ecommerce activity has also created murky understanding of fulfillment by consumers that sets brands and retailers up for customer disappointment when they are not able to deliver logistical information readily.
With Linc’s Omnichannel Pickup Support Digital Worker, brands and retailers will have a solution for customer communication that informs them on the status of their order on-demand, alongside other questions including:
- When they are ready in-store
- Shipping times
- In-store pick-up hold times
- Curbside pick-up locations and directions
- Multiple shipment notifications
- Partial order cancellation
This new digital worker is available through all of Linc’s conversational messaging channels such as webchat, SMS, Facebook, Whatsapp, Google’s Business Messages, and Voice Channels such as Alexa and Google Assistant. The means consumers get immediate resolution, 7 days a week 24 hours a day, in the channel through which they want to engage.
Linc’s Omnichannel Assistance Pickup Digital Worker has already been used by leading enterprise brands and helped deliver a seamless experience throughout the Holiday shopping season.
Linc’s automated customer experience platform features a number of digital workers that can increase customer engagement on the channels they prefer while reducing customer service support costs and increasing ROI. Linc delivers pre-built world-class customer experiences and high-fidelity Digital Workers throughout the entire customer journey from pre-purchase to post-purchase, including solutions for brand awareness, consultative buying, buying assistance and customer retention.
