Case Study: PacSun achieves 83% call offload and stronger CX with Linc chatbots

How PacSun Stays On Script for Strong CX

PacSun, an apparel brand and retailer, faced a significant customer service challenge when the COVID-19 pandemic forced the closure of its call center, leading to a reduced workforce that could not handle skyrocketing e-commerce demand. To address this, they partnered with customer experience automation provider Linc to expand their use of its services, including natural language processing (NLP) chatbots.

Linc implemented its technology, which connects data feeds like catalog and shipment intelligence, to create chatbots that understand the context of customer inquiries. This solution allowed PacSun to offload 83% of customer calls to the chatbot, resulting in significant efficiency savings. The data from the system also provided greater visibility into fulfillment operations, enabling automated chargebacks and contributing to a more granular understanding of shipping issues.

PacSun

Michael Relich

Chief Executive Officer