Linc, announced today, the launch of its Promotion Support Digital Worker, which provides immediate resolution of promo code specific questions directly from within the chat experience. This new digital worker on the Linc Platform, is the only digital worker in the market using automation to resolve promotion specific issues at consumers’ critical buying points.
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Linc’s platform data from this year’s holiday shopping season showed that promotion support is the most common inquiry type following order-specific related questions. On Black Friday alone, promotion-issue related questions, ranked second beneath “change shipping address” questions, demonstrating the need to seamlessly resolve these types of issues and queries. Linc’s Promotion Support Digital Worker builds upon its existing Promotion Finder Digital Worker, which launched last year, allowing the user to discover and receive information about current promotions.
Today’s general promotional support chatbots only answer generic questions about promotions, leaving it to the consumer to figure out their own solution using broad guidance from the chatbot. Linc’s promotional support delivers full resolution of the customer’s issues in real-time. Most importantly Linc’s eCommerce expertise is crucial and readily available when consumers are at critical points in their buying process, trying to use a specific promotion.
The digital worker will guide the customer throughout the inquiry process all the way through final checkout, ensuring sales are not lost due to confusion around promotions.
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The digital worker is offer code specific and can assist with common promotion support questions such as:
- When will the offer expire?
- Can this coupon be applied in store?
- Can this promotion be applied with other offers?
- Can this offer be used on sales items?
- Why won’t this promotion work on this product?
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.
The promotion support digital worker is the perfect solution for helping retailers to increase efficiency within their customer support centers and to free up more resources to handle only the most pressing issues,” says Fang Cheng, co-founder and CEO of Linc.
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