An overview of how Customer Care Automation can be used in ecommerce, retail and brand businesses to provide excellent customer service and customer engagement, and drive additional revenue and lifetime customer value. Includes details on Facebook Messenger chatbots, Amazon Alexa and Google Home voice skills and how to use email, text and web to keep customers shopping with you.

1. How to convert one-time purchasers into
lifetime customers with Customer Care Automation

2. 2
Purchaser:
someone who buys your product once and never
comes back. A cost to your business.
Customer:
someone who comes back to you and buys again. The
lifeblood of your business and your key to growth.
Brands need more customers to thrive.

3. Brand
SMS Email
Web
Siri
Messenger iMessage
Alexa Siri
Messenger iMessage
Alexa
Google
Home
Customers look to connect through many channels

4. Conversational Channels are rapidly expanding
72% 83%
of millennials text 10 or more
times a day
of millennials open text
messages within 90 seconds
of receiving them
1
2
3
Preferred channel for notification from business

5. Growth of voice assistants – Alexa and Google Assistant
0
12.5
25
37.5
50
2014 2015 2016 2017
40M
US households will have
voice-enabled devices

6. Growth of voice assistants – Alexa and Google Assistant
0
12.5
25
37.5
50
2014 2015 2016 2017
40M
US households will have
voice-enabled devices
1/3
Echo owners have made a
purchase assisted by Alexa
67%
33%

7. Ecommerce gives customers the power to shop around
and switch brands no matter where they are

8. The Age of the Shopper

9. 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

10. > Browse
Choose
Track
>
Exchange/
return
Re-engage
<
>
www.letslinc.com
>
Buy
Over 50%
of customers
don’t return
Monetate EQ - A Tale of Two Customers

11. BrandLost Revenue
Poor Loyalty
Increasing Customer
Acquisition Costs
High Customer
Service Costs
Expensive reverse-
logistics and operations
The gap between customer and brand is widening

12. www.letslinc.com
Keys to increasing profitability
Improve customer
satisfaction
Decrease service
and support costs
Lead the customer
to repeat purchases

13. Customer Care Automation

14. Browse
Choose
>
<
Item Tracking
Exchange/Return Item
Re-engage
WISMO questions
On-Demand Reorder
Split Shipments
Product Recommendations
$ Buy
Compare
Campaigns
Sampling
Transforming one-time purchasers into lifetime customers
Buying JourneyRe-Engagement Journey

15. Bridging teams to focus on the customer
Social
Logistics
Marketing Ecommerce
Customer Service
Customer
Care
Automation

16. Customer Care Automation connects existing platforms
Social
Management
Platform
SMS,
ChatBots &
Voice Platforms
Email
Service
Provider Customer
Support
Platform
ERP
Logistics
Product
Feed
Ecommerce
& OMS
Customer Care
Automation

17. Ecomm
Platform
Customer
Support
Platform
Logistics/
Carriers
Email
Service
Provider
Social
Mgmt
Platform
Item Tracking • Returns • Exchanges • Upsell • Re-ordering
Carrier Assistance • Delivery Rating • Sampling • Campaigns
Delivering automated customer care on preferred channels

18. 25% 17%14%
Product Returns assisted by Linc
are converted into new purchases
driven by Linc contextual up-sell
Reduced cost of post-sale
Customer Service calls and emails
Shopper service interactions
leads to a click of Linc
contextual up-sell content
38%
Total Opt-ins for Brand notifications.
#1 driver for organic chatbot
opt-in and usage
Costs Cut Increased Revenue Increased Engagement
Less Service
Costs
Returns become
Revenue
Upsell
Click Rate
Opt In Rate
Key Benefits of Customer Care Automation

19. The 5 ways Customer Care Automation
helps cut costs and drive new revenue
Offer Options • Be Real-Time • Streamline • Have Context • Learn

20. 1. Offer Options

21. Give
Customers
Options
Order confirmation opt-in
is the most effective
discovery and customer
acquisition point for social
and voice platforms

22. 43%SMS opt in rate
42%SMS click rate
to landing page

23. Chatbot opt-in and tracking
GET SHIPPING UPDATES
SMS SMS
Messenger
Alexa

24. Chatbot opt-in and tracking
Messenger
You have signed up for shipping updates. We will
notify you of any updates about your current…

25. 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.

26. Chatbot opt-in and tracking
Thanks so much!
You’re welcome!

27. <1% opt out after switching Messenger on
Facebook Messenger
13.9%of shoppers opt-in organically

28. 2. Be Real-Time

29. 2-way conversations

30. Shoppers opt in and engage
74%of opted-in shoppers
ask a question or make
a comment

31. Real-time automated resolution
81%of shopper inquiries
are resolved with
automated service

32. 3. Streamline

33. Chatbot return

34. 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
Chatbot return

35. 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
Chatbot return

36. 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
Chatbot return

37. Can you tell me what
is your return reason?
Not as expected Not worth price Wrong item receivedNot as expected
Not as expectedChatbot return

38. Your return label has been created and
we also sent you a copy to your email.
Print out return label Return instructions
Chatbot return

39. 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
Return Mailing Label
Cut this label and affix to the outside of the return package
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.
Chatbot return

40. 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

41. Using Voice to
automate resolution to customer inquiry

42. Using Voice to
automate resolution to customer inquiry
OK Google, ask eBags
where my order is.

43. Using Voice to
automate resolution to customer inquiry
OK Google, ask eBags
where my order is.
Your Purple Roller Master is on the way!
The Estimated Delivery Date is this
Thursday August 28th.

44. Branded web portal
- Returns
- Exchanges
- Order Status
- Campaigns
- Product
Recommendations

45. 25% reduction
in ‘where is my
order’ calls
www.letslinc.com
14%Returns converted
to purchases

46. Streamlining reduces costs in support and
increases customer satisfaction
Better information in
tracking emails
Customer
Support
Proactive Status
Notifications
Automated
ChatBot service
Deflection to
carriers
Self-serve
Returns and
Exchanges
Inquiries via
ChatBot come
pre-enriched
with customer
and order
details
FAQs

47. 4. Have Context

48. Voice re-ordering and upsell - customer and product context

49. Alexa, ask Kiko to reorder my foundation
Voice re-ordering and upsell - customer and product context

50. 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

51. Voice re-ordering and upsell - customer and product context
Yes thanks

52. 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

53. Voice re-ordering and upsell - customer and product context
Yes!

54. 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

56. Agent context

57. 5. Learn

58. Learn from
customer feedback

59. 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

60. Custom-Built
Agency Bots
Build
in-house
with tools
Customer Care
Automation
Platform
Full customization
Built for your needs
Custom integrations for
your systems
Good for heavy
customization
ie. Watson, api.ai
Specific use-cases
Build actions/functions/
integrations
Update with new builds
Good for strong teams
Built to solve specific
vertical problems
Pre-built integrations
Expanding features
Good for fixed budget
and speed to market
How to Launch Automated Customer Care?

61. Customer Care Automation platform
- Transforms one-time purchasers into lifetime customers
- Better-than-Amazon experience in tracking, returns, exchanges and re-ordering
- New Revenue through upsell, product recommendations and campaigns
- Multi-platform – Email, Web, Text, Chat and Voice
- Creates higher retention, loyalty and customer lifetime value