# Linc Reviews **Vendor:** Capacity **Category:** [Chatbots Software](https://www.g2.com/categories/chatbots) **Average Rating:** 4.6/5.0 **Total Reviews:** 16 ## About Linc Linc is the only conversational CX automation platform built for retail brands. Linc’s award winning AI powers a flexible digital workforce that resolves over 85% of customer inquiries without hand-off to a human agent. We help solve real problems through real conversations with your customers to reduce your support costs and increase conversions and revenue. Brands like Levi’s, PacSun, Carter’s OshKosh, Pampered Chef, and many others have chosen Linc as their partner in creating extraordinary experiences spanning the customer lifecycle from pre-purchase to re-purchase. ## Linc Reviews ### 1. Linc - Best in Class Partners **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** October 03, 2023 **What do you like best about Linc?** They make it easy for you! From the start up to any upgrades, they take on the heavy lifting and guide you through the process. They are true partners. Very proactive! Anytime we have a question, they are quick to offer support. They have a thorough understanding of their systems while actively listening to your needs, to be able to recommend the best options for your company and customer experience. Love their new automation builder. **What do you dislike about Linc?** That’s a difficult question. As of yet, we haven’t found anything to dislike, and I have no doubt if we did, they would immediately find and implement a resolution. **What problems is Linc solving and how is that benefiting you?** Tracking – easy and quick solution for customers to use. Implementing digital workers to help offset some of the easy service calls so our live agents can be available for more complicated issues. ### 2. Nimble. Super-responsive. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Mid-Market (51-1000 emp.) **Reviewed Date:** August 09, 2023 **What do you like best about Linc?** Customer-first approach. Focus on being light-weight and easy to use/setup. Focus on continous product improvement. Very open to trying new tech and new features. **What do you dislike about Linc?** A little on the expensive side for a small-mid sized company. It would be great if I could use the platform to build and trigger notifications - wihout needing to involve a development team. **What problems is Linc solving and how is that benefiting you?** Gaining momentum in encouraging customers to self-serve versus reaching out to a Customer Service agent every time. Dialoguing with customers with instant gratification in mind. ### 3. Linc is a Great and Robust CX Offering **Rating:** 4.5/5.0 stars **Reviewed by:** Pablo S. | Senior Manager User Experience, Enterprise (> 1000 emp.) **Reviewed Date:** November 10, 2022 **What do you like best about Linc?** The relationship has been a partnership, with both parties providing feedback and solutions to provide a better Customer Experience for our customers. Additionally, as the years have past, we taken on added functionality such as their Chat Bot. **What do you dislike about Linc?** Specific to our program, the automated reporting is a work in progress. That said, Linc does actively work with us to provide alternative solutions as they work to add more functionality to their project roadmap. **What problems is Linc solving and how is that benefiting you?** Linc allows our customers to seamlessly track their orders and create returns. Additionally, their Chat Bot serves as a 24/7 agent and we've been able to leverage their solution to allow customers whose issues cannot be resolved by the bot, a way to notify our CS team so we can follow up accordingly. ### 4. Linc has been a great partner in CX technology **Rating:** 5.0/5.0 stars **Reviewed by:** Shirley G. | Chief Information Officer, Enterprise (> 1000 emp.) **Reviewed Date:** August 26, 2022 **What do you like best about Linc?** Working with the Linc team from day one has felt like a true partnership. We’ve been able to grow and expand our use of the platform at our own pace in the areas we need the most. This flexibility has allowed us to truly move the needle on customer satisfaction and revenue. We started with Linc to resolve issues around post-purchase and order tracking support. What we have now with them is much, much more. **What do you dislike about Linc?** There are always gaps between what technology can achieve and what the business can accept, as well bottlenecks between legacy antiquated systems and modern cloud platforms, but with Linc we work together to find solutions. **What problems is Linc solving and how is that benefiting you?** A decent percentage of our customer inquiries are now resolved without having to involve our support agents because of Linc’s CX automation platform. It’s like a line of “first response” agents on staff 24/7. This allowed us to reduce call center hours and the number of agents. ### 5. Linc's Customer Service, and Efficiency are Incredible! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** November 03, 2022 **What do you like best about Linc?** Linc is so quick to reply and their customer service is incredible! We have requested several custom reports in addition to the information they are providing through their portal and they were able to turn them around in no time. They are also great at acting quickly to make any adjustments needed. **What do you dislike about Linc?** There are no dislikes. Any information not initially provided, they have been able to find alternate ways to provide for us. **What problems is Linc solving and how is that benefiting you?** Tracking our returns, which has been extremely helpful and providing us with marketing opportunities through our order confirmation pages. ### 6. Amazing product with even better support! **Rating:** 5.0/5.0 stars **Reviewed by:** Richard M. | Product Owner, Mid-Market (51-1000 emp.) **Reviewed Date:** May 26, 2021 **What do you like best about Linc?** Linc enables us to get our customers the information they need/want in a fast automated fashion, while allowing us to reduce overhead, increase revenue, and increase profitability/ROI **What do you dislike about Linc?** I wish our systems were able to integrate with more of Linc's modules. This is no fault of Linc's but rather the fault of some of our legacy systems that are at the end of their lifecycle. I look forward to updating them and being able further integrate with the Linc product offering. **Recommendations to others considering Linc:** Linc has an impressive product suite that is supported by some of the most knowledgeable and passionate team members I have ever worked with. They truly care about the efficacy of their products and their ability to improve your customers' experience and help your business perform to its highest capacity. **What problems is Linc solving and how is that benefiting you?** Currently, we use Linc's order tracking service to provide our customers with real-time tracking information in our transactional emails and order-specific landing pages. This allows us to integrate with 1 platform that can service all of our logistics providers. We also use their automated chat botlet for the first line of defense on both Facebook messenger and website chat. This allows us to reduce customer care headcount by providing answers to popular questions in an automated fashion. ### 7. Great solution for "Linc"ing customers to answers! **Rating:** 5.0/5.0 stars **Reviewed by:** Melissa M. | Senior Product Manager, Enterprise (> 1000 emp.) **Reviewed Date:** June 21, 2021 **What do you like best about Linc?** Linc allows us to serve and delight our customers before they even purchase. We are able to help our customers find the products they need, find store availability, and provide guided human-like conversations from any conversational channel. Linc’s team members are responsive and are always eager to find solutions to help us further enhance our customer experience. **What do you dislike about Linc?** We have very few downsides to using Linc, but the biggest thing would be the self-service backend analytics are not as robust as we’d like. However, if we’re looking for something something specific that is not available in the tools, I can work with my customer success manager to get the information I need. **Recommendations to others considering Linc:** Before going with Linc, we did a competitive analysis, and found that this is the best product on the market to meet our requirements. They are also very collaborative and help us customize the solution to fit our needs. **What problems is Linc solving and how is that benefiting you?** We are an iconic fashion business that prides itself on providing our customers with an exceptional customer experience while being able to provide our customers with true 2-way conversations with our brand. Since launching with Linc we are now able to provide 24/7 assistance on any conversational channel. We have been able to achieve a 90% resolution of customer inquiries resulting in significant savings in customer service costs as well! ### 8. Linc efficient and easy to work with solutions allow us to scale our business and customer support **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** April 30, 2021 **What do you like best about Linc?** Linc has been a true partner to work with and build our best-in-class customer experience for our multiple-persona business. Linc’s digital workers are highly nuanced and can be tailored to all of our business needs in order to exemplify the ideal customer experience Linc offers smart and intuitive digital workers with apparently endless scope to grow and improve. Through all of our many requirements, Linc has been innovative to find solutions and provided us with the best options available for our consultants and customers. Linc doesn’t just deflect customer services inquiries, they allow us to serve and delight our customers across many different areas of our Pareto chart. We are able to help our customers find the products they need, provide holistic order support, including pre-fulfillment and post-delivery support, and provide guided human-like conversations from any conversational channel. Linc’s team members are responsive and are able to find creative solutions for our business model. **What do you dislike about Linc?** We have not found any downsides since launching with Linc. **What problems is Linc solving and how is that benefiting you?** We are a direct selling organization that requires support for both our direct customers and the consultants that sell our products. We are using Linc to automate our chat experience and reduce friction to our call centers. We are also able to understand what types of inquiries are the most common and what types of questions require a live agent, which helps us further learn and understand how to better serve our customers. Linc provides us the security we need and our customers with the assistance they are looking for. ### 9. A Great Partner For Providing a Best-In-Class Customer Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** March 17, 2021 **What do you like best about Linc?** Linc is a true partner for helping us provide a best-in-class customer experience for our customers. By utilizing Linc, we have been able to streamline the order tracking process by providing a self-service order support experience and removing long hold-times waiting for a live agent. We have also driven incremental revenue due to Linc’s product recommendation engine. Linc has also helped reduce the stress from our customer service reps. Our customers receive a holistic experience as all their previous order information is factored into the complete experience. Since using Linc, we have been able to reduce the overall number of contacts to our contact center while increasing our CSAT along with it. It has been a great experience and win-win situation for us and our customers. **What do you dislike about Linc?** I can’t think of anything I don’t like about the platform. Linc has been a great partner for us.. **What problems is Linc solving and how is that benefiting you?** We are using Linc to to enhance our customer order support experience ### 10. Keeps customers engaged during the order and returns process **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Enterprise (> 1000 emp.) **Reviewed Date:** March 11, 2021 **What do you like best about Linc?** Linc's customer success team is very responsive and supportive to our business needs. Their services keep our customers engaged during the order and returns process, and they are consistently trying to find ways to improve our customer experience and ways we can be more efficient. **What do you dislike about Linc?** Implementation took longer than we would have liked but it has been great since then. **What problems is Linc solving and how is that benefiting you?** We are currently using Linc to keep customers engaged as their order is being processed and shipped, and to provide customers with a self-service feature for initiating returns and printing their shipping labels. Previous to implementing Linc, we did not have a solution like this in place and adding this level of engagement with the customer has improved their experience with our brand. ### 11. Open and enthusiastic about special project. **Rating:** 4.0/5.0 stars **Reviewed by:** Zeke D. | Executive Director, Small-Business (50 or fewer emp.) **Reviewed Date:** September 12, 2019 **What do you like best about Linc?** We are developing a use case that is not typical for Linc. The team has worked hard to understand the nuances of our use cases and deployed the technology to test a concept. **What do you dislike about Linc?** I can't judge Linc against competitors or other players in this industry. I wish there was a more thorough project management visual and organization, but perhaps our use case is so unique the infrastructure just isn't there. **What problems is Linc solving and how is that benefiting you?** We're revolutionizing how people with a traumatic spinal cord injury learn about, explore, and discover adaptive sports as a means of getting back to their life. ### 12. Linc is an amazing company! They are very supportive and collaborative with our requests. **Rating:** 5.0/5.0 stars **Reviewed by:** Aarde C. | Director of GMS Technology, Product, & WFM, Enterprise (> 1000 emp.) **Reviewed Date:** March 18, 2019 **What do you like best about Linc?** Linc is an amazing company to collaborate with. They have the ability to deliver an out of the box solution and/or customize a product for most customer service needs. We have used them for multiple business objectives and they have been nothing but supportive in both design and implementation. **What do you dislike about Linc?** Linc is really good at designing and adapting to the business needs, but since most of our build outs have been custom we have had a little lag in getting KPIs to help support the original business tool rollout. **What problems is Linc solving and how is that benefiting you?** We are using Linc for FBM social bots that help self serve our North American consumer base with retail eCommerce issues like; Shipping notifications, skip the month, FAQs, etc. They are an important part of our self service and deflection strategy. ### 13. Collaborative Partner for Customer Care Automation **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** September 13, 2019 **What do you like best about Linc?** Linc has been a solid partner with us to collaborate with in pushing our Customer Care Automation. Their solution has been effective for our customer service needs. We have implemented some basic functionality but are looking forward to expanding to include more functionality. **What do you dislike about Linc?** Any limitations at this point are more on our side than limitations from Linc. However we have not seen as much improvement in our KPIs as we would have liked to have seen. We are still working to see how we can increase the engagement. **What problems is Linc solving and how is that benefiting you?** We are using Linc for shipping notification and social media integration. ### 14. Simple product to work with and great service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** August 28, 2019 **What do you like best about Linc?** The care and one to one attention shown to us. **What do you dislike about Linc?** The interface for customer exchanges. The user will most likely be confused when selecting product to exchange. **What problems is Linc solving and how is that benefiting you?** The assurance that our customers know the status of their outgoing or incoming package at all times. ### 15. Unproductive Experience **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** July 12, 2018 **What do you like best about Linc?** I was, unfortunately, unable to use Linc Global the way I had desired. Their customer service was not very helpful. This was disappointing. **What do you dislike about Linc?** The pricing is confusing. There is a FREE version but that is not very apparent. I had to reach out to the CEO to find out I did not have to pay tens of thousands of dollars. **What problems is Linc solving and how is that benefiting you?** No business problems have ever been solved using Linc Global. With the unhelpfulness of customer service, we gave up and moved onto another solution. **Official Response from Maren Kelly:** > Thank you so much for taking the time to review our product. While, we understand customer service issues can be frustrating, this review of our company was written by a reviewer who was never an actual customer and is based on an outdated and free light version of our platform that no longer exists. The original reviewer has reached out to G2 crowd and asked to have the review removed and was by told by G2 crowd that they didn’t have the capability to do so. As a customer care automation platform, we pride ourselves on our service to our own customers. If any client ever has a question about our platform, they are more than welcome to send an email to support@letslinc.com and we will respond as soon as possible. ### 16. Compatible culture with keen focus on client success **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** March 19, 2019 **What do you like best about Linc?** Amazing culture, hyper-responsive, and they truly immerse their team into client's business in order to provide solutions that best fit the same. **What do you dislike about Linc?** Nothing to-date. The Linc team, across various disciplines, has gone above and beyond! **What problems is Linc solving and how is that benefiting you?** We had gaps on ensuring customer care was present on all levels of the customer journey. Linc has been quickly filling these with their innovative team, tools and excellent products! - [View Linc pricing details and edition comparison](https://www.g2.com/products/capacity-linc/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-18+10%3A55%3A30+-0500&secure%5Bsession_id%5D=152ea38e-b80b-4b03-af7d-e4b41535a26e&secure%5Btoken%5D=17c1431feec524a354f124b1d7d03579a15ff6d387813a29473bc87801f90985&format=llm_user) ## Linc Features **Responses** - Customization - Control - Route To Human - Menu bars - Drip sequences **Platform** - Live chat - Integrations - Branding - Analytics - A/B testing - Role-based access - Collection of information **Generative AI** - AI Text Generation - AI Text Summarization ## Top Linc Alternatives - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,687 reviews) - [Drift](https://www.g2.com/products/drift/reviews) - 4.4/5.0 (1,204 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,500 reviews)