Linc Global and PACSUN

PACSUN Automates Returns Differentiating on Customer Service and Experience

PacSun Offers Proactive SMS Notifications on Order Status and Automates Returns to Enhance Their Customer Care Experience.

PacSun, a retail clothing brand rooted in the youth-oriented culture and lifestyle of California looked to Linc Global, the industry leader in Customer Care Automation to enhance their customer care experience.

As a long-time leader in their industry, they realized the need for an automated and effective way for their customers to engage with them in order to gain loyalty and customer satisfaction.

“We were looking for better ways to engage with our shoppers post purchase and enable them to get on demand answers to frequent inquiries in order to lessen the burden on our CS agents.”

~ Doug Pearce, Sr. Manager Ecommerce & Customer Service, PACSUN

PacSun - Differentiating on Customer Service and Experience

PACSUN Case Study

PACSUN Customer Care Automation Results

Customer Care Automation Results

PacSun serves primarily a younger demographic and wanted to leverage more conversational channels such as SMS to better engage with their clientele.

Linc Global’s omnichannel conversational AI technology addressed PACSUN’s core business driver:

Streamline the shopping experience and make it easier for their customers to get the help they are looking for immediately.

  • Increased Opt-in rate: across SMS text 33%
  • Increased engagement: customers get more value via real-time updates
  • Improved customer experience: customers get convenience they want, PacSun captures feedback customers get convenience they want.

PacSun partnered with Linc because of their proven ability to drive better engagement and higher opt in rates over competing ai automation solutions, allowing them to leverage the utility value of tracking a package to drive engagement with their shoppers after a purchase.

While PacSun currently leverages Linc’s conversational channels such as SMS and Email to automate customer care inquiries, Linc’s platform also offers the opportunity to expand automated services in the future across channels such as Facebook Messenger and Voice (Amazon Alexa & Google Assistant) so they can continue to meet their shoppers on the channels they prefer as their customer care strategy evolves.

pacsun customer care automation results

“We realized the need of our customers to receive quick and easily accessible communications and answers on the channels they prefer. We partnered with Linc because of their ability to provide this and drive engagement with our shoppers after a purchase, as well as, help automate basic tasks to lessen the burden on our Customer Service agents.”

~ Doug Pearce, Sr. Manager Ecommerce & Customer Service, PACSUN

PACSUN Has Been Able to Get the Following Benefits From the Linc Platform

Building Opt-In Audience: Lamps Plus gives customers the ability to opt-in to the channels they prefer to use. Across SMS Text and Facebook Messenger, the multichannel organic opt-in rate is almost 30%

 Increased engagement: Customers are kept in the loop about their order, with real-time updates available via SMS text and Facebook Messenger, plus live-updating maps and order information via email and web.

pacsun makes order returns easy with linc ai
pacsun customer care automation results with linc

Revenue generation: Driven by Linc’s recommendation engine, customers are presented with recommended products at the right moment, based on their purchase history rather than browser history which drives a higher conversion rate. (2% within a 24-hour window.)

Increased shopper loyalty: PacSun has increased shopper loyalty for the shoppers who go through the Linc experience. When reviewing the metrics PacSun noted that shoppers who “opt-in” for proactive notifications have a higher lifetime value than those who do not.

Improved customer experience and satisfaction: Customers are kept informed throughout the order fulfillment process with proactive updates and on-demand service. Additionally, PacSun is able to collect shopper’s feedback on the delivery process which has allowed them to continue to enhance their overall digital experience.



“Shoppers today expect real-time communication, on channels they find the most convenient, and today’s leading brands differentiate themselves on customer experience and service. PacSun has positioned itself on the forefront by creating a seamless customer experience that builds a meaningful connection through real-time assistance,”

“Using Linc’s platform, PacSun has seen great benefits thus far and we look forward to continuing to grow our partnership with this great brand.”

~ Fang Cheng, CEO, Linc Global

pacsun and linc creating a seamless customer experience