Partner Ecosystem
Linc Global
Part of the Rubber Duck Technology partner ecosystem — vetted for capability, accountability, and fit before they ever meet a client.
About the partner
About Linc Global
Conversational AI Specifically for Retail
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.
Why teams choose 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
Capabilities we have validated
- Pre-built retail integrations
- Order management system (OMS) connectors
- Retail-trained AI models
- Multilingual
- Multi-channel (chat, voice, SMS, social)
- High ticket deflection rates
Recognition & proof points
- Forrester Wave conversational AI recognition
- Retail Touchpoints awards
- Customer Experience awards
AI in the offering
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).
Profile maintained by Rubber Duck Technology research from primary sources and partner collateral · Last verified Jul 6, 2026 · High confidence · Verified multi-source.
Capabilities
Solutions Delivered by Linc Global
The outcomes this partner is equipped to deliver — drawn from our vetting record, not their marketing deck.
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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.
Integrates with ShopifySalesforceZendesk
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CCaaS / 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.
Integrates with ZendeskSalesforce
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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.
Integrates with OpenAIAWS
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CPaaS / 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.
Integrates with KlaviyoYotpo
Delivery
How We Deliver
Engagement & delivery models we have validated with this partner — where the slide deck ends and the actual work begins.
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Implementation & Onboarding
Linc Global pairs its SaaS platform with managed AI design services to stand up conversational flows and launch retail brands on the platform.
Delivery: Delivered as managed onboarding combining platform setup with conversation flow design.
Retail expertise — Onboarding draws on retail-vertical specialization to design commerce-relevant flows.
Journey coverage — Flows are designed across both pre- and post-purchase customer journeys.
Integrates with ShopifyBigCommerce
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Integration Services
Linc Global connects its platform to commerce, OMS, and support systems using pre-built deep integrations with major retail platforms.
Delivery: Provided as integration support for commerce platforms during and after deployment.
Pre-built connectors — Deep, pre-built integrations with major commerce platforms speed time to value.
OMS connectivity — Connects to major order management systems for live order data.
Integrates with Salesforce Commerce CloudMagentoMicrosoft Dynamics
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Customer Success
Linc Global provides ongoing customer success support to help retail brands optimize automation performance and deflection rates.
Delivery: Delivered as ongoing managed customer success engagement.
Retail-focused guidance — Success teams bring retail-vertical specialization to ongoing optimization.
Outcome tuning — Helps brands improve resolution and deflection over the full purchase journey.
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End-User Training
Linc Global enables brand teams to operate and refine conversational flows on the platform after launch.
Delivery: Provided as part of managed enablement alongside implementation.
Flow ownership — Teams learn to manage conversation flow design for their own brand.
Retail context — Training reflects retail-specific use cases across the customer journey.
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Channel-led delivery
Linc Global extends its retail conversational AI platform to brands through partner and channel relationships alongside direct engagement.
Delivery: Delivered through channel partners in addition to direct SaaS subscription.
Commerce ecosystem — Pre-built commerce integrations make the platform easy for partners to position.
Retail specialization — A focused retail offering differentiates partner-led deals.
Proof
Results with this partner
Documented outcomes from real engagements — not testimonial vibes.
Case studies featuring this partner are being prepared. See all client results →
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