Search  Follow Investorideas on Twitter  Investorideas is on Facebook  Investorideas is on Google Plus  Investorideas is on Youtube  Investorideas is on Pinterest  Investorideas is on tumblr  Investorideas is on LinkedIn  Investorideas RSS 

Investorideas podcasts on iTunes, Google Play Music and potcasts - cannabis news and stocks to watch plus insight from thought leaders and experts crypto corner    Play by Play – the latest sports headlines and sports stock news


Join Investor Ideas Members to access the Renewable Energy stocks directory, water stocks, biotech stocks, defense stocks directories and the Insiders Corner

Retailers will rely heavily on technologies such as live chat, Facebook ($FB) Messenger and Amazon ($AMZN) Alexa for customer service, according to new research study from Linc and Brand Garage

87% of Retailers to Increase Use of #AI in Customer Engagement During Next 24 Months


SUNNYVALE, Calif. - July 26, 2017 ( Newswire) Linc, the customer care automation platform that powers digital experiences to strengthen brand/shopper relationships, today announced the release of its new research study, How AI Technology Will Transform Customer Engagement. In partnership with BrandGarage, this study highlights the overwhelming emphasis retail executives are placing on automated platforms to improve customer communication, with 87% of the 100 retailers surveyed planning an increase in the use of AI to service their customers moving forward.

In 2016, 82% of customers stopped doing business with a company after a bad experience, according to the Internet Trends 2017 Report by Mary Meeker of Kleiner Perkins. At the same time, customer service costs are rising dramatically. As a result, retailers are increasingly turning to customer service and engagement automation technologies that leverage AI, including chat on Facebook Messenger and voice through voice assistants such as Google Home and Amazon Alexa, to unlock new revenue, reduce costs and boost customer loyalty, satisfaction and lifetime value.

This study explores the increased value retailers are placing on AI to alleviate points of friction and improve margins and revenue through their customer service and engagement. Key findings include:

  • 55% of retailers report that their customer service costs are rising. Increased human resources are the number one factor for these swelling costs, followed by higher shipping, logistics and reverse logistics expenses. However, retailers cannot afford a slip in customer service, as over 80% of customers will look to other brands for a more satisfactory experience after just one bad encounter.
  • 87% of retailers plan to increase their use of AI in customer service, and 44% will use a conversational commerce interface. While only 7.7% of retailers have rolled out AI as a regular part of customer service to-date, adoption is growing rapidly. 34% of retailers surveyed reported they have begun experimenting with customer-facing AI trials or pilots. An overwhelming majority plan to embrace AI in the next 24 months, as they seek AI-powered solutions to improve customer service and engagement.
  • 1 in 5 retailers already believe voice will be an important channel along with chat within 2 years. Amazon's record sales of Echo devices during Prime Day 2017 show consumer adoption is heating up rapidly. As voice-first platforms grow, 44% of retailers that are increasing their use of AI will do so through a conversational commerce interface such as Facebook Messenger and a voice platform like Google Home or Amazon Alexa.
  • Retailers' use of AI will extend beyond routine customer service requests. Rapidly rising customer expectations mean that a wide range of questions need to be answered quickly across various channels of engagement. To answer these questions, 68% of retailers plan to use AI to route customer service requests, 52% will use AI to help track packages, 43.5% will use AI for product suggestions and 42% want AI to handle returns and exchanges in the next 2 years. The role of AI will not be limited to post-sale service, either. AI will also be used to answer pre-purchase questions (39%) and for marketing (38%).

"The data provided by this survey is a clear indicator that the time is now for retailers to take action," said Luke Starbuck, VP of Marketing, Linc. "Sitting back and waiting to see what others do is not a defensible strategy and will not yield favorable results. Retailers need to act quickly to adopt AI technologies that will help them win and retain customers."

Study Methodology

The 12-question online survey conducted by Brand Garage polled 104 senior level marketing and ecommerce executives from leading retail brands. Respondents represent the majority of retailer categories: 36.5% are retailers selling multiple brands; 22.4% are direct to consumer brands and wholesalers; and 25.9% are retailers that sell their own products and brand. Of the 104 participants, 4 were selected for follow-up phone interviews that deeply examined the impact of AI on their individual business structures.

About Linc

Linc's customer care automation platform powers the digital experiences that strengthen the relationships between brands and shoppers, transforming one-time purchasers into lifetime customers. Brands, retailers and CPGs leverage Linc to provide their customers with exceptional tracking, return and exchange experiences, and create new revenue channels via personalized upsells, cross-sells, sampling and product re-ordering. The platform ties together the emerging channels of Voice (Amazon Alexa, Google Home) and ChatBots (Facebook Messenger, WhatsApp) with email, SMS and a web portal, using a single customer profile to strengthen the customer care experience and increase engagement, customer satisfaction and retention, reduce service and reverse logistics costs, and drive additional revenue. Linc has served tens of millions of shoppers, and has a growing customer list that includes brands such as Carter's, JustFab, Jockey, GoPro, Vineyard Vines, Hugo Boss, eBags and L'Oreal. Learn more at


Luke Starbuck, 604-446-5313
VP of Marketing

Ketner Group PR + Marketing (for Linc)
Mariana Fischbach, 512-794-8876 - investing ideas in tech stocks- mobile payments, social media, AI and Robotics, Drone Stocks, GPS, Internet of Things (IoT)

Like Tech Stocks? View our Tech Stocks Directory

More Info: Newswire

This news is published on the Newswire - a global digital news source for investors and business leaders

Disclaimer/Disclosure: is a digital publisher of third party sourced news, articles and equity research as well as creates original content, including video, interviews and articles. Original content created by investorideas is protected by copyright laws other than syndication rights. Our site does not make recommendations for purchases or sale of stocks, services or products. Nothing on our sites should be construed as an offer or solicitation to buy or sell products or securities. All investment involves risk and possible loss of investment. This site is currently compensated for news publication and distribution, social media and marketing, content creation and more. Contact each company directly regarding content and press release questions. Disclosure is posted for each compensated news release, content published /created if required but otherwise the news was not compensated for and was published for the sole interest of our readers and followers. More disclaimer info: Learn more about publishing your news release on the newswire

Additional info regarding BC Residents and global Investors: Effective September 15 2008 - all BC investors should review all OTC and Pink sheet listed companies for adherence in new disclosure filings and filing appropriate documents with Sedar. Read for more info: Global investors must adhere to regulations of each country.

Please read privacy policy: