The deployment of Loca has reduced the number of tickets by 65% for over 100 sellers during the pilot implementation between January and June of 2025. Loca will assist D2C brands and e-commerce sellers with real-time updates on order status, help re-schedule deliveries, and more Loca also offers multilingual support to serve a diverse seller base, focusing on its clients across tier-2 and tier-3 cities.
With rising order volumes and rising demand for same-day and next-day deliveries, D2C brands and sellers face increased pressure to meet customer expectations for real-time updates, scheduling flexibility and instant support. To help brands deliver a seamless post-purchase experience while optimising backend operations, logistics management platform, Shipway, has launched its AI chatbot “Loca”.
Designed to serve as a virtual logistics assistant, Loca enables D2C brands to automate customer support at scale – managing delivery inquiries, tracking orders, and resolving issues without human intervention. With Loca, Shipway empowers sellers, especially emerging and smaller brands, by instantly answering logistics-related queries, freeing up teams to focus on growth and core business functions.
The deployment of ‘Loca’ enables: 24X7 customer support: Brands have access to a 24X7 conversational customer support with Loca, enabling them to check delivery statuses, reschedule shipments, and resolve concerns via web chat. Faster resolution: It can instantly provide information about delivery exceptions (like delays or failed attempts). The recent implementation of Loca has improved the TAT adherence for query resolution by an average of around 25% during the last six months starting January 2025.
Reduction in tickets: The deployment of it has reduced the number of tickets by 65% for over 100 sellers during the pilot implementation between January and June of 2025. Loca offers multilingual support, ensuring brands in Tier 2 and Tier 3 cities can access services in their preferred language.
“The role of technology is to simplify business processes. Loca’s ability to handle most customer queries without human intervention makes it ideally suited for scalable implementation and translates into faster response times for users. We believe AI tools will transform backend operations, and Loca is an important step in that direction,” said Saurabh Kumar Choudhary, Chief Business Officer at Shipway.
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