Sales services
SaaS & Software

Lumi

Lumi is an innovative online platform that brings personalized styling services to users worldwide.

20 sec

FRT

92%

CSAT

60k+

Requests
Type of client
Online platform
EverHelp client
3 years
Location
USA
Headcount
100-200

Challenges

  • No customer support team;
  • No organized customer support processes;
  • Number of support tickets - 600/month
  • Number of chats - 0;
  • Number of support agents - 1;
  • First Reply Time (FRT) - more than 20 minutes;
  • Average Reply Time ~ 2 hours;
  • Satisfaction rate - 69%.

Solution

  • Developed the concept and curriculum for Lumi Stylists School;
  • Established the recruitment process to hire professional stylists;
  • Launched Lumi Stylists School to train and onboard the team;  
  • Empowered stylists to provide personalized styling advice and recommendations to users;  
  • Established robust customer support processes and formed a team of dedicated support agents.

Results

60k+
Requests per months
3 min
First response time on emails
20 sec
First response time on chats
92%
Satisfaction rating
36
Number of stylists

Challenges

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Lumi

Lumi is an innovative online platform that brings personalized styling services to users worldwide.

20 sec

FRT

92%

CSAT
Explore more

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