Linc Integrates CX Automation Solution with SAP Store

Linc's CX Automation platform has been added to the SAP Store, providing retailers and companies using SAP solutions with end-to-end solutions for resolving 85 percent of all customer service inquiries without the need to escalate to a human agent.

Linc's patented no-dialogue tree technology allows customers to engage in two-way conversations across all communication channels throughout the entire customer journey with seamless hand-off to people in the contact center, at a store, or in an advocate network. Linc is fully integrated with SAP Commerce Cloud to provide a first-line responder to customers.

The key benefits of utilizing the Linc solution for SAP companies include the following:

• Support for a wide range of service intents and questions;
• Real-time assistance to customers'o; critical buying questions on topics ranging from product information to promo use;
• Extensive integration with leading e-commerce platforms, shipping carriers, and customer support platforms.

Linc's Digital Workers provide solutions for resolving customer interactions with minimal need for live agents. Key functionalities include the following:

• Holistic Post-Purchase Order Support: This digital worker can handle pre-fulfillment inquiries, such as order modifications and cancellations, tracking and shipping support, returns and exchanges, Make Good services, coordinating omnichannel and split fulfillment options, and WISMO support.
• Consultative Selling and Buying Assistance: These Digital Workers include support for pre-purchase sales with concierge-like services (such as finding the right product, recommendations, and consultative selling), providing answers to detailed product queries to assist consumers’ in their research-before-they-buy process, identifying store inventory and product availability, dentifying and applying active promotions, or answering promo code-specific questions.
• Retention and Loyalty: These Digital Workers drive auto-delivery and subscription awareness to increase sign-ups to reorder past purchases, resolve loyalty and membership inquiries, and provide fast warranty registration and claim resolution.

Linc was incubated and funded by SAP.iO, SAP'o;s investment arm. Linc is also a partner in the SAP PartnerEdge program.

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