Case Study: PacSun enhances customer experience and engagement with Linc

PacSun - Customer Case Study

PacSun, the California-based multichannel retailer, wanted a faster, more convenient way to communicate with shoppers after purchase and reduce the burden on customer service agents. The brand partnered with Linc and its Customer Care Automation Platform to provide quick, easily accessible answers on the channels customers prefer, especially SMS.

Using Linc Global, PacSun implemented proactive SMS order-status notifications, self-service returns, and automated customer care for common inquiries. The results included a 33% SMS opt-in rate, increased engagement and customer satisfaction, improved return processing, and higher revenue from product recommendations that drove a 2% conversion rate within a 24-hour window, while shoppers who opted in also showed higher lifetime value.

PacSun

Doug Pearce

Manager of Ecommerce