How Lumi Went from 1 Agent to a 36-Stylist Operation Handling 60K+ Requests a Month

Lumi Personalized Styling App
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Lumi is an AI-powered personal styling app helping over 100,000 women put together outfits every day. The service personalizes suggestions based on style preferences, body type, budget, and lifestyle, then offers to shop the look directly in the app. Whether it's a workday, a weekend, or a special occasion, Lumi takes the guesswork out of getting dressed and helps bring some structure to your wardrobe.

Who’s EverHelp?

EverHelp is an industry-leading provider that combines human + AI efforts to deliver custom support outsourcing services. Since our founding in 2021, we have scaled from 5 employees to 1,000+ agents across 4 continents and have worked with over 100 clients. But great support today isn't just about people, but about pairing the right humans with the right technology.

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That's why we combine our expert agents with Evly, our proprietary AI customer service agent built on everything we've learned about delivering exceptional customer experiences. Evly: 

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• instantly responds to queries in just 15 seconds
• handles 85% of routine tickets without agent involvement
• and reduces workload by up to 60% during peak periods.

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The result? A seamlessly blended human + AI support model that helps our clients:

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• Deliver quick responses in under 45 seconds
• Offer a true omnichannel experience across all touchpoints
• Achieve 83%+ CSAT scores
• Resolve 97% of disputes

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The Challenge: Organizing Support Processes to Match Growing Operations

Lumi's core product is deeply personal, and their users expect real, thoughtful styling guidance. As their support setup wasn't equipped to deliver that, they turned to EverHelp. Prior tomour partnership, their customer service:

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• Had no organized support processes and no dedicated team
• Consisted of 1 agent handling 600 monthly tickets
• Had over 20 minutes FRT, with average replies taking up to 2 hours.
• Plateaued at 69% CSAT

Our Solution: Building a Styling-First Support Team for Personalized CX

Though the client initially wanted to build a support system for simple ticket handling, we soon recognized that their audience requires knowledgeable styling specialists. That shaped how we approached Lumi’s case. 

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• Support processes – established structured workflows and processes from scratch
• Recruitment – built a dedicated hiring process to bring 36 specialist stylists onto the platform.
• Lumi Stylists School – developed the full concept and curriculum for an internal training program designed to onboard new stylists with the product knowledge and communication skills.
• Response time optimization – streamlined first-contact handling across email and in-app chat.
• Personalized user experience – empowered stylists to actively provide outfit recommendations and styling guidance based on each user's preferences, body type, budget, and lifestyle

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The Results

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Looking Head

Through our partnership, we managed to provide Lumi with both a support team and a product asset. From here, we are planning to only build on further:

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• Systematize Lumi Stylists School to keep onboarding fast and consistent as the team grows.
• Feed stylist interaction data back into Lumi's AI recommendation engine to turn frontline conversations into product intelligence.
• Explore Evly AI for first-contact triage to maintain the 20-second FRT as chat volume scales.
• Maintain curriculum quality and regular stylist coaching to keep CSAT at 92%+ as the business grows.