Resolution of customer support inquiries
without involving a live agent
Of customers used the automated
PureFormulas, the nation’s leading online health supplements retailer, wanted to adapt their customer experience to changing customer behavior.
Their shoppers were eager to connect with them on new conversational channels such as SMS and Facebook Messenger, and PureFormulas knew they needed the right technology partner to help them successfully extend their customer experience to this new terrain.
PureFormulas selected Linc for the ability to deliver a customer care automation solution that leverages the latest in AI and commerce-specialized natural language understanding, avoiding the expense and burden of a custom-built solution.
PureFormulas recognized that, as an innovator in customer experience, Linc had the proven expertise to enable brands to automate customer care via conversational channels like Facebook Messenger and voice platforms such as Amazon Alexa.
Convenience takes center stage
Customers can access order information quickly and easily, have their questions answered in real-time and are offered highly relevant product recommendations.
With Linc’s CX platform, PureFormulas can use customer data more readily, creating interactions that are more personalized, relevant and effective at creating return shoppers.
In addition, over 36% of PureFormulas customers have used the automated refer-a-friend functionality in order to provide a seamless way to grow the customer base.