Lokulus logo

Revolutionising retail customer service

We know that the evolving and competitive retail space means that exceptional customer service is a must. Stay ahead of the competition with the platform that helps you keep engaged with your customers.

  • Resolve endless WISMO queries with the help of Virtual Agents on Web and through IVR.
  • Streamline returns and warranty processes through intelligent data automation and insight.
  • Experience improved customer journeys with prioritisation of tasks driven by sentiment analysis and summarisation powered by GPT.

How it works

Problems. Solved.

Without Lokulus

Problem

High volume of queries causing the requirement of diminishing CSAT and increased employee costs.

With Lokulus

Solved

Automate common and low value queries such as WISMO and Returns to deliver a great customer experience and lower your cost to serve.

Without Lokulus

Problem

Rising customer expectations, especially regarding the delivery and returns process, lead to increased volumes of queries for your agents.

With Lokulus

Solved

In cases where things go wrong, proactively communicate with your customers to manage expectations, preventing the costs of inbound enquires and avoiding damage to the CX.

Without Lokulus

Problem

Siloed customer data results in a disjointed experience, leading to reduced customer loyalty and lifetime value.

With Lokulus

Solved

Personalise each individual customer experience through our platform, which consolidates customer data from all systems so your customer service teams have access to valuable insight 24/7, regardless of their location.

Without Lokulus

Problem

Disparate tech stacks such as customer comms channels and back end fulfillment systems lead to poor customer experience, low FTR and high training requirement on staff.

With Lokulus

Solved

A single platform built to work seamlessly by joining up all systems in one place with invaluable sentiment analysis to provide frictionless customer journeys and proven high FTR.

Benefits

Wave goodbye to time-consuming screen switching or additional training requirements and say hello to engaged and empowered agents with the tools they need to deliver excellent customer service.

Reduce cost-to-serve

Extend service hours and optimise human involvement through automated journeys.

Work smarter not harder

Personalise engagements to drive positive customer outcomes and increase brand loyalty. Reduce assisted service without compromising customer satisfaction.

Boost loyalty and retention

Centralise service data and build actionable customer insights to drive continuous service improvement.

IVAZendeskFreshworksPuzzelGorgiasKustomer
Inline Automated Channel Shift (AV)
Intelligent Automated Escalation
Agent empowered customer engagement
Pre-built industry specific journeysLimitedLimited
Standard and bespoke integrationsLimitedShopify-only

Take a tour

How it works

Matalan is a clothing retailer with multiple product ranges, from womenswear and menswear to homeware and furniture.

We have worked with Matalan since 2008 to bring together all aspects of customer service channels, including email, IVR, webforms, social, webchat and FAQs and the unique challenges of the Matalan card.

Realised multi-million pound cost savings over 3 years

Automatic classification and prioritisation of enquiries before distributing to agents with availability and the right skills

Our security protocol, escalation tools and full audit trail enabled Matalan to move their workforce tc fully remote during 2020 with confidence

Implemented an omnichannel customer service solution handling over 250,000 enquiries per month

BVG owns a number of online and catalogue brands in the Garden sector which include Thompson & Morgan, Suttons and Garden Gear.

Through acquisitions of new brands and organic growth the business system were not capable of manging the increased volume and inefficiencies were being seen around the business, especially in the seasonal peak periods of March, April and May.

Lokulus provided a multichannel (inc. email, social and IVR), multi- brand customer service solution

Engaged in December 2020, initial email phase was delivered ahead of peak in January 2021

Solution enables handling of multiple brands through one contact centre ensuring adherence to brand guidelines