Pura Vida Bracelets has partnered with customer care automation platform Linc to improve its customer service offerings, using AI and automation to answer customer inquiries via Facebook Messenger and WhatsApp.
Pura Vida will use the Linc solution to provide a personalized customer care experience, providing updates to customers, making product recommendations based on recent purchases and strengthening customer relationships overall.
This isn’t the first time Pura Vida has made an effort to personalize its product recommendations. The retailer teamed with personalization platform provider Nosto to generate:
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A 9% overall click-through rate on product recommendations;
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A 6% conversion rate on product recommendations; and
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A 14X ROI.
With the Linc partnership, Pura Vida can focus its customer service strategy on handling inquiries that require personal attention by a representative, leading to opportunities to further enhance their shopping experience. The move is designed to reduce the number of “Where is my order?” calls, decreasing the time and money spent on routine service inquiries by customer care personnel.
“The majority of our sales are direct-to-consumer online, so it’s important we have a platform that not only provides a quick solution to customer questions but is customizable to match our branding,” said Griffin Thall, CEO and Co-Founder at Pura Vida in a statement.
