Case Study: PureFormulas boosts customer engagement and loyalty with Linc

PureFormulas - Customer Case Study

PureFormulas, a leading online health supplements retailer, needed to adapt its customer experience as shoppers increasingly expected fast, conversational support on channels like SMS and Facebook Messenger. To meet these changing expectations, the company turned to Linc and its customer assistance platform to extend support beyond traditional channels and deliver more immediate, personalized service.

Linc implemented an AI-powered, cross-channel customer care automation solution that works across Amazon Alexa, SMS, and Facebook Messenger, enabling real-time order information, product recommendations, and personalized messaging. The results included stronger self-service, with only 6% of bot interactions requiring agent handoff, and more growth through automation, including over 36% of customers using the refer-a-friend functionality.

PureFormulas

Carolina Servigna

Director of Technology