Linc - Customer Care Automation - Grow Commerce Presentation

5 ways to increase profitabilitywith emerging chat and voice platforms

Fang Cheng CEO and Co-Founder

fang@letslinc.com

Shoppers have the power of choice

60%+

Free Shipping!

Free Returns!

Next day delivery!

Click and collect!

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Conversational Channels are rapidly expanding

72% 83%of millennials text 10 or

more times a dayof millennials open text

messages within 90 seconds of receiving them

12

3Preferred channel for notification from business

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Voice assistant usage is growing – Alexa and Google Assistant

0

12.5

25

37.5

50

2014 2015 2016 2017

40MUS households will have voice-enabled devices

Voice assistant usage is growing – Alexa and Google Assistant

0

12.5

25

37.5

50

2014 2015 2016 2017

40MUS households will have voice-enabled devices

1/3Echo owners have made a purchase assisted by Alexa

67%

33%

The Age of the Shopper

Customer Experience is the key to creating lifetime customers 82%

of customers stopped doing business with a company after experiencing poor customer service in 2016 (vs 76% in 2014). – Mary Meeker, Internet Trends 2017

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> Browse

Choose

Track>

Exchange/return

Re-engage

<

>>

Buy

Over 50% of customers don’t return

Monetate EQ - A Tale of Two Customerswww.letslinc.com

Profitability depends on repeat customers

Improve customer satisfaction and

relationships

Decrease service, support and

operations costs

Increase loyalty and lead the customer to

repeat purchases www.letslinc.com

The 5 ways to increase profitabilitywith emerging chat and voice platforms

Offer OptionsBe Real-TimeStreamline

Have ContextLearn

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1. Offer Options

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Give Customers

OptionsOrder confirmation opt-in

is the most effective discovery and customer

acquisition point for social and voice platforms

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Chatbot opt-in and tracking

GET SHIPPING UPDATES

SMS SMS

Messenger

Alexa

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Chatbot opt-in and tracking

Messenger

You have signed up for shipping updates. We will notify you of any updates about your current…

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Chatbot opt-in and tracking

Hey what’s my order status?

Get excited! Your order’s on the way! It should arrive on Thursday, Aug 28th.

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Chatbot opt-in and tracking

Thanks so much!

You’re welcome!

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<1% opt out after switching Messenger on

Facebook Messenger

13.9%of shoppers opt-in organically

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43%SMS opt in rate

42%SMS click rate to landing page

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Customers use what is most convenient

2. Be Real-Time

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Shoppers use Messenger for 2-way conversations with brands

Shoppers love to engage

74%of opted-in shoppers

ask a question or make a comment

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Real-time automated resolution

81%of opted-in shopper

inquiries are resolved with automated service

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3. Streamline

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Chatbot return

Hey! Can I get help with a return?

Hi This is KIKO chatbot, We found 3 eligible orders in your order history for return.

Start Return Start Return Start Return

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Chatbot return

Hey! Can I get help with a return?

Hi This is KIKO chatbot, We found 3 eligible orders in your order history for return.

Start Return Start Return Start ReturnStart Return

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Chatbot return

Hey! Can I get help with a return?

Can you tell me what is your return reason?

Not as expected Not worth price Wrong item received

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Chatbot return

Can you tell me what is your return reason?

Not as expected Not worth price Wrong item receivedNot as expected

Not as expected

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Chatbot return

Your return label has been created and we also sent you a copy to your email.

Print out return label Return instructions

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Chatbot return

Your return label has been created and we also sent you a copy to your email.

Print out return label Return instructionsPrint out return label

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Return Mailing Label

Return Authorization Slip

Cut this label and affix to the outside of the return package

Print this return authorization and include a copy in your return package

Style not as expected#81775556VELVET PASSION MATTE LIPSTICK / Poppy Red

7698615

Return ReasonProduct

77 Geary St Fl 5 San Francisco CA 94108-5703

Order ID Order Shipping Address

All items must ship by Aug 25, 2015.

Instructions for mailing your package

1. Place return slip inside the return box.

2. Attach return label to the shipping box.

3. Take this package to a UPS drop off location for shipment by Feb 26.

1

Quantity

Chatbot return

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Hi Diana! Based on what you’ve returned here are a few items we think you might like.

Add to Cart Add to Cart Add to Cart

Chatbot return

14%Returns converted

to purchases

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eBags using Voice to automate resolution to customer inquiry

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eBags using Voice to automate resolution to customer inquiry

Alexa, ask eBags where my order is.

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eBags using Voice to automate resolution to customer inquiry

Alexa, ask eBags where my order is.

Your Purple Roller Master is on the way! The Estimated Delivery Date is this Thursday August 28th.

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4. Have Context

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Voice re-ordering and upsell - customer and product context

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OK Google, ask Kiko to reorder my foundation

Voice re-ordering and upsell - customer and product context

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You recently ordered Mineral Fusion in Beach 04 color tone, would you like to reorder this item?

Voice re-ordering and upsell - customer and product context

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Voice re-ordering and upsell - customer and product context

Yes thanks

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Voice re-ordering and upsell - customer and product context

Great. Your total is $24.49. Would you like me to include some free sample mascara with your order as well?

Intelligent Up-sell

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Voice re-ordering and upsell - customer and product context

Yes!

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Voice re-ordering and upsell - customer and product context

Yes!

Got it. You are all set. If you like the sample, just ask me to place an order

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Agent context

5. Learn

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Learn from customer feedback

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Learn from data

73%of initial interactions occur before

the in-transit notification• 62% tracking questions• 20% handed to human agent• 9% ‘thank you’

8%of initial interactions occur

between the in-transit notification and delivery notification

• 30% handed to human agent• Remainder are tracking related

19%of initial interactions occur

after delivery• 46% are thank-you/positive • 30% passed to human agent• 15% are tracking questions

Before in-transit In-transit Delivered

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How to Launch Automated Customer Care?

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Custom-Built Agency

Bots

Build in-house with tools

Customer Care Automation

Platform Full customizationBuilt for your needsCustom integrations for your systemsGood for heavy customization

ie. Watson, api.aiSpecific use-casesBuild actions/functions/integrationsUpdate with new buildsGood for strong teams

Built to solve specific vertical problemsPre-built integrationsExpanding featuresGood for fixed budget and speed to market

How to Launch Automated Customer Care?

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60%+

Customer Care Automation connects existing platforms

Social Management

Platform

SMS, ChatBots &

Voice Assistants plus Email &

Web

Email Service Provider Customer

Support Platform

ERP

Logistics

Product Feed

Ecommerce & OMS

Customer Care Automation

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Browse

Choose

>

<Item Tracking

Exchange/Return Item

Re-engage

WISMO questions

On-Demand Reorder

Split Shipments

Product Recommendations

$ Buy

Compare

CampaignsSampling

Transforming one-time purchasers into lifetime customers

Buying JourneyRe-Engagement Journey

Fang Cheng CEO and Co-Founder fang@letslinc.comwww.letslinc.com