So retailers invest in customer service technology to improve customer experience. But customer service isn’t the problem — it’s where operational issues like this surface.
Lokulus acts as the operational engine behind the customer experience — connecting orders, fulfilment and customer communications to surface critical insights and drive the right actions at the right time.
of customers expect consistency interactions regardless of department or channel
of businesses successfully carry customer context across those interactions
of customers have switched brands because of poor customer experience
will walk away after a single negative interaction
The problem isn't customer service; the problem is everything customer service depends on.
Most customer service platforms surface information and leave advisors to work out the next step themselves. Lokulus goes further.
Using customer, operational and transactional context, Lokulus routes work, prioritises activity and automates repetitive processes.
Whether it's a WISMO enquiry, a delayed delivery, a VIP customer escalation or a returns request, Lokulus helps ensure the right action happens at the right time.
The more successful a retailer becomes, the more operational complexity it creates.
+ More orders + More marketplaces + More channels + More systems + More processes.
Lokulus helps you connect the information behind them.
By bringing customer service, ecommerce, fulfilment, marketplaces, returns and operational systems together in one intelligent platform, Lokulus creates a connected customer operation that scales with your business.
Without continually adding more systems, more manual processes or more headcount.
Because when customer service, ecommerce, fulfilment, returns and operational systems are connected, advisors no longer need to hunt for information across multiple platforms.They can see every order, every return, every conversation, every interaction and every customer journey in one place. Giving them the context they need to resolve issues faster, personalise interactions and deliver a more consistent customer experience.
Enterprise Orchestration Without Enterprise Complexity
Our competitors are designed for rapid ticketing and deflection, or they’re designed for large-scale enterprise transformation.
But most retailers don't need either of these.
They need a platform that can orchestrate work across systems, automate processes and provide operational visibility - without the astronomical overheads.
Lokulus is the fundamental missing part in the middle.
| Zendesk / Freshdesk | PEGA | Lokulus | |
|---|---|---|---|
Primary focus | Managing customer conversations | Enterprise-wide process transformation | Retail customer operations |
Designed for | Customer service teams | Large enterprises | Mid-market and enterprise retailers |
Core capability | Ticketing and case management | Complex workflow orchestration | Operational orchestration across customer service, ecommerce and fulfilment |
Customer context | Customer interactions | Process-level context | Customer, order, fulfilment, returns and operational context |
Workflow automation | Basic workflow rules | Highly configurable enterprise workflows | Retail-specific workflow automation and routing |
Cross-system orchestration | Limited | Extensive | Extensive, without enterprise complexity |
Operational insights | Service metrics | Enterprise reporting | Real-time operational visibility, sentiment and SLA monitoring |
Implementation approach | Fast deployment | Large transformation programme | Rapid implementation with measurable outcomes in weeks |
Typical ownership model | SaaS platform + internal configuration | Platform + consulting partner ecosystem | Platform, implementation and support from one team |
Best suited to | Managing tickets | Transforming the enterprise | Running and optimising retail operations |
Without Lokulus
High volume of queries causing the requirement of diminishing CSAT and increased employee costs.
With Lokulus
Automate common and low value queries such as WISMO and Returns to deliver a great customer experience and lower your cost to serve.
We'll help you identify the operational bottlenecks creating unnecessary customer contacts and show you how Lokulus could reduce workload, improve customer experience and lower operational costs.