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Lumi
SaaS & Software
Sales Support
Description
Lumi is an innovative online platform that brings personalized styling services to users worldwide
TYPE OF CLIENT
Online platform
Everhelp client
3 years
36
stylists hired and onboarded
38
support agents
20 sec
FRT on chats
🤔 Situation to be resolved
- 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
Number of requests - 60k/month
FRT on tickets - 3 minutes
FRT on chats - 20 sec
Satisfaction rating - 92%
Number of stylists - 36
Let's discuss how we can help you with customer support
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