Partner profile
Linc Global
Conversational AI Specifically for Retail
Founded 2016 · Santa Clara, California · 51-200 employees · Acquired or merged
Partnership Overview
Who Linc Global is built for
Mid-to-large retail and e-commerce brands with significant customer service volume: DTC consumer brands, major retailers, fashion, beauty, grocery, electronics. Especially Shopify Plus, BigCommerce, and Salesforce Commerce Cloud customers.
Linc Global is a retail/e-commerce-specialized customer experience automation platform founded in 2016 and based in Santa Clara, CA. Its AI concierge handles pre-purchase product discovery and post-purchase order tracking, returns/exchanges, loyalty/rewards, and service across web chat, SMS, email, voice, WhatsApp, and Facebook Messenger, with deep integrations to commerce platforms (Shopify, BigCommerce, Salesforce Commerce Cloud, SAP Hybris, Adobe Commerce/Magento). In October 2024, Linc was acquired by Capacity (an AI-powered support-automation platform) as part of Capacity's expansion into retail/e-commerce, and Linc's technology is being folded into the Capacity platform; founder/CEO Fang Cheng joined Capacity to lead the retail/e-commerce push. Linc's retail-trained NLU (SKUs, order numbers, sizes) autonomously resolves a large share of customer inquiries.
- VerifiedJul 6, 2026 · high confidence
- 4solutions across 3 categories
- 10 yrsin business, since 2016
- 51-200employees
Why teams pick Linc Global
- Retail-vertical specialization
- Pre-built deep integrations with major commerce platforms
- Pre/post-purchase journey coverage
- Multilingual conversational AI
- Strong loyalty/rewards automation
Probably not a fit
We haven't published fit caveats for Linc Global yet. Tell us what you run and we'll say whether they fit, or who we'd look at instead.
Get matched insteadRecognition & proof points
Forrester Wave conversational AI recognitionAnalyst recognition · Forrester
- Retail Touchpoints awardsAward
- Customer Experience awardsAward
Notable clients
Vendor-reportedCCarter's
- OOshKosh
- SMStein Mart
- LPLamps Plus
- JJustFab
- TCTarte Cosmetics
- HBHugo Boss
- VVVineyard Vines
eBags · P&G Shop (per Linc / Crunchbase).
Our Solutions
Rubber Duck solutions through Linc Global
From first evaluation to day-to-day operations, Rubber Duck Technology helps you get full value from Linc Global's Communications & CX, Managed IT & Cloud Ops, and AI Enablement & Automation solutions. We fit them to the systems you already run, remove overlap, and give you a clear view of how they perform, so your team can move faster with fewer surprises.
Communications & CX
Voice AI / Conversational AI
Linc Global delivers retail-trained conversational AI that handles pre-purchase product discovery and post-purchase order tracking, returns, and exchanges across web chat, SMS, voice, WhatsApp, and Messenger.
- Retail-specific NLU Models are trained on retail context to understand commerce-specific intents and resolve a high share of inquiries autonomously.
- Multilingual coverage Conversational AI supports multiple languages to serve global customer bases.
Shopify
Salesforce
ZendeskCCaaS / Cloud Contact Center
Linc Global automates customer care across the full retail journey, autonomously resolving common service inquiries such as order status, returns, and loyalty across chat, voice, SMS, and social channels.
- End-to-end journey Covers both pre-purchase discovery and post-purchase service in a single automation layer.
- High ticket deflection Retail-specific context lets the platform deflect a large portion of customer service tickets.
ZendeskSalesforceCPaaS / Messaging APIs
Linc Global engages shoppers programmatically across web chat, SMS, email, WhatsApp, and Facebook Messenger from a unified conversational platform.
- Multi-channel reach Single platform spans chat, voice, SMS, and social messaging channels.
- Loyalty automation Strong loyalty and rewards automation engages customers across messaging touchpoints.
AI Enablement & Automation
Generative AI / LLM Platforms
Linc Global applies generative AI tuned for commerce to power product discovery chat and natural customer conversations grounded in retail-specific data.
- Retail vertical focus Purpose-built for retail and e-commerce rather than a generic horizontal AI tool.
- Deep commerce data Pre-built integrations feed live order and catalog data into AI responses.
OpenAI
AWSHow Linc Global delivers
Managed service tier with conversation design specialists; customer success; 24/7 enterprise support (vendor-reported)
Services in detail
- Implementation & OnboardingDelivered as managed onboarding combining platform setup with conversation flow design.
- Integration ServicesProvided as integration support for commerce platforms during and after deployment.
- Customer SuccessDelivered as ongoing managed customer success engagement.
- End-User TrainingProvided as part of managed enablement alongside implementation.
- Channel-led deliveryDelivered through channel partners in addition to direct SaaS subscription.
Automate/AI, built in · Native AI Platform. Native AI platform trained specifically on retail conversations. Conversational AI, NLU, intent recognition, generative AI for personalized responses, voice AI, and retail-specific entity recognition (SKUs, order numbers, sizes).
Compare
One quote is a price. Three quotes are a market.
We'd price Linc Global next to these. Same scope on one page, sent to every provider, so the numbers actually line up.
Who we'd price next to Linc Global
Ada Communicate Automate/AI
Where Customer Service Becomes Extraordinary
Yellow.ai Automate/AI Communicate
The Leading Customer Service Automation Platform
Kustomer Communicate
AI-Native CRM-Based Customer Service Platform
Already talking to someone else? Tell us and we'll put them in the mix.
Case Studies
What backs it up
Case studies
No published case studies yet.
Ask us and we'll request a reference call with Linc Global.
Ask for a reference
Technology that doesn't sink under pressure
Talk it through before you sign.
Send us what you run today. We'll price Linc Global against two alternatives and tell you which one we'd pick, and why.