Linc —
Retail CX Automation & Conversational Commerce
Linc is a B2B retail customer-experience automation operator delivering AI-driven customer service, conversational commerce, order tracking, returns and exchanges automation, email and SMS automation, voice/IVR and omnichannel routing — fitting operating models whose CX volume has outgrown agent-only capacity and whose service posture demands deflection of repetitive post-purchase contacts before they reach a human queue. Fibi sources and negotiates Linc on your behalf, at no cost to your business.
Portfolio
AI Care + Conversational Commerce + Tracking + Returns + Email + SMS + Voice + Omnichannel
AI customer care, conversational commerce, order tracking, returns and exchanges automation, email and SMS customer service, voice/IVR and omnichannel routing — delivered as one retail-native CX automation engine.
AI Customer Care Automation
AI-driven customer service resolves repetitive post-purchase intents (order status, returns, exchanges, product questions) end-to-end without an agent — fitting operating models whose CX volume has outgrown agent-only capacity and whose service posture demands deflection of repetitive contacts before they reach a human queue.
Conversational Commerce
Conversational commerce drives product discovery, recommendation, reorder and checkout prompts inside chat, SMS and messaging surfaces — fitting operating models whose revenue posture wants to convert post-purchase and service conversations into reorder and replenishment moments without pushing customers back into a desktop checkout funnel.
Order Tracking Automation
Order-tracking automation answers WISMO ("where is my order") inquiries on demand across web, SMS, email and voice — fitting operating models whose post-purchase contact volume is dominated by order-status intents and whose service posture cannot scale agent headcount linearly with order volume.
Returns & Exchanges Automation
Returns and exchanges automation runs the policy logic, RMA generation and label issuance without an agent — fitting operating models whose returns volume is driven by retail seasonality and whose service posture demands a self-serve returns flow rather than agent-mediated RMA processing.
Email Automation
Email automation classifies inbound customer email, drafts and sends resolution responses for transactional intents and routes only the residual to live agents — fitting operating models whose email queue depth has become a service-level liability and whose CX posture cannot rely on agent-only triage of inbound mail.
SMS Customer Service
SMS customer service handles two-way conversational support over text — order status, delivery updates, returns initiation and reorder prompts — fitting operating models whose customer base prefers text over voice and whose service posture demands resolution inside the SMS channel rather than redirecting to web or phone.
Voice & IVR Automation
Voice and IVR automation resolves high-volume transactional intents on the phone channel without queueing to a live agent — fitting operating models whose voice volume is dominated by status and returns inquiries and whose service posture cannot accept the cost-per-contact of agent-handled WISMO.
Omnichannel Routing
Omnichannel routing unifies chat, email, SMS and voice under one conversation context and hands off to live agents only when automation cannot resolve — fitting operating models whose customers contact across multiple channels and whose service posture demands a single context rather than channel-siloed queues.
Ideal For
Retail CX Operating Models
Specialty Retailers
Operating models whose post-purchase contact volume is dominated by order-status, returns and exchange intents and whose service posture cannot scale agent headcount linearly with order volume.
Beauty & Wellness Brands
Operating models whose revenue posture relies on subscription, replenishment and reorder cycles, and whose CX automation needs to drive conversational reorder prompts inside service conversations.
High-Volume DTC & E-Commerce
Operating models whose WISMO and returns volume spike with retail seasonality, and whose service posture demands self-serve resolution rather than agent-mediated status and RMA handling.
Omnichannel CX Teams
Operating models whose customers contact across chat, email, SMS and voice and whose service posture demands a single conversation context rather than channel-siloed queues.
Why Linc
Where Linc Stands Out as Retail CX Automation
Structural advantages that justify Linc over generic chatbot and ticketing tooling.
Linc is purpose-built for retail customer journeys (order status, WISMO, returns, exchanges, product recommendations) rather than a generic FAQ chatbot — fitting operating models whose CX automation cannot be solved by horizontal tooling and whose service posture demands native handling of transactional retail intents.
Linc resolves transactional intents end-to-end (status, RMA, label, exchange, reorder) rather than routing every inquiry back to an agent — fitting operating models whose service posture demands deflection of repetitive contacts before they reach a human queue, not just smarter ticket routing.
Conversational commerce drives product discovery, recommendation, reorder and checkout prompts inside service conversations — fitting operating models whose revenue posture wants to convert post-purchase and service moments into reorder and replenishment without pushing customers back into a desktop checkout funnel.
Chat, email, SMS, voice and IVR run under one routing and conversation-context layer — fitting operating models whose customers contact across multiple channels and whose service posture demands a single conversation context rather than channel-siloed queues.
Why Use Fibi
Linc Direct vs. Linc Through Fibi
Your contract is with Linc either way. The difference is the comparison, sourcing and ongoing support layer around it.
| Aspect | Linc Direct | Linc Through Fibi |
|---|---|---|
| Pricing | Standard Linc rates | Volume-negotiated — equal or better |
| Vendor comparison | Linc only | Linc vs other CCaaS and retail CX-automation providers |
| Quote turnaround | 5–10 business days | 24–72 hours across multiple options |
| Solution review | Linc solution consultants | Independent advisor representing your interests |
| Post-go-live support | Linc support only | Fibi escalation + Linc support |
| Advisory fee | N/A | No fee — provider-funded |
FAQ
Choosing Linc for Retail CX Automation & Conversational Commerce
Get a Linc Quote Through Fibi
Fibi will scope your post-purchase contact mix, WISMO and returns volume, channel footprint across chat, email, SMS and voice, and conversational-commerce ambition against Linc and other retail CX-automation and CCaaS providers — so you see how Linc compares before signing, with no obligation and no sales pressure.
Compare Linc against other CCaaS and contact-center providers