TECHNOLOGY

Cuts Clothing sews up automated online customer service

BY Dan Berthiaume

Specialty vertical apparel retailer Cuts Clothing is applying artificial intelligence (AI) to its e-commerce customer experience.

Cuts, which manufactures and sells casual men’s shirts, is leveraging an AI-powered customer care automation platform from Linc Global to offer shoppers more personalized and engaging communication via their preferred web, chat, and voice channels.

Now, Cuts can automatically provide customers with AI-based, personalized updates and answers about orders, products, and services, across all touchpoints. Online customer assistance includes pre-purchase product recommendations, as well as post-purchase personalized order tracking.

“With so many options to shop, your loyal customers are essential to the growth of your brand,” said Steven Borrelli, CEO, Cuts Clothing. “Customers today want instant answers both pre and post-purchase. Creating a personalized experience is incredibly important to us. We want to provide exceptional service and real-time updates and personalized recommendations from the time our customer sees an ad to the time the package arrives at their doorstep. The Linc platform allows us to provide our customers with an innovative one-to-one experience while building loyalty and brand engagement.”

Another online specialty retailer in a slightly different vertical recently implemented Linc AI technology to automate customer interactions. Pure play health supplement retailer PureFormulas automatically provides customers with personalized updates and answers about orders, products and services via digital conversational channels including live-updating emails, two-way SMS text, and Facebook Messenger chatbots.

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