Your trusted growth partner
Lumi
20 sec
92%
60k+
Type of client
EverHelp client
Location
Headcount
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
Challenges
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Lumi is an innovative online platform that brings personalized styling services to users worldwide.
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