Case Study: Lamps Plus improves customer care and engagement with Linc

Lamps Plus - Customer Case Study

Lamps Plus, the United States’ largest lighting retailer, needed to adapt to changing shopper expectations and provide more convenient, real-time customer communications across channels beyond email. To strengthen loyalty and differentiate in a competitive market, the company looked for a way to improve customer care through SMS text and Facebook Messenger.

Lamps Plus implemented Linc’s Customer Care Automation (CCA) platform to automate customer updates, answers, and feedback collection across SMS, Facebook Messenger, email, web, and voice assistants. With Linc, Lamps Plus achieved an almost 30% multichannel organic opt-in rate, increased customer engagement through real-time order updates, and improved customer experience while reducing costs and creating a foundation for additional automated services.

Lamps Plus

Angela Hsu

Senior Vice President of Marketing and eCommerce