Lumi

The client turned to EverHelp as they faced challenges organizing their customer support team:

• There was neither organized customer support processes nor a dedicated team to address customer queries.
• The client only had 1 customer support agent handling 600 tickets a month.
• The first response time on the platform was usually more than 20 minutes, with an average reply taking up to 2 hours.
• This hindered the user experience, increasing customer satisfaction to only 69%.

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After close consideration and analysis of the client’s case, the EverHelp team has established a solution tailored to their unique needs and requirements:

• First, we established strong customer support processes and formed a team of dedicated support agents, which helped reduce the first response time to 3 minutes on emails and 20 seconds on chats.
• Additionally, we developed the concept and curriculum for Lumi Stylists School and launched it to train and onboard the team of professionals helping the users.
• Then, we established the recruitment process to hire more expert stylists, bringing 36 specialists to the platform.
• Finally, we empowered stylists to provide personalized styling advice and recommendations to users, helping increase the initial satisfaction rate to 92%.