Enhancing Customer Support for Lumynology

Overview: Lumynology is a modern beauty brand known for its IPL hair removal handset—designed for safe, at-home hair reduction. With growing popularity and daily order volumes increasing, Lumynology began facing operational pressure on their customer support channels.

Challenge: The brand was receiving over 100+ emails and 50+ live chat inquiries per day. These ranged from order tracking questions to product usage guidance, returns, and refunds. Their internal team struggled to maintain timely responses and consistent service, risking customer satisfaction and brand trust.

Our Solution: We stepped in with a dedicated team of two trained support agents, offering both live chat and email coverage. We established a clear support workflow with SLAs—ensuring all email inquiries were answered within 12 hours and live chats were handled in real-time during business hours. Our agents were trained not just on policies, but also on product specifics like how the IPL handset works, proper usage instructions, and safety guidelines.

Managed 150+ daily inquiries across email and chat.

Provided accurate order updates and tracking information.

Offered easy-to-understand usage instructions and linked relevant manuals.

Handled refund, replacement, and return requests within policy guidelines.

Maintained brand voice and empathetic tone throughout all customer interactions.

Flagged recurring issues to the client to help improve product and shipping communication.

Reduced average email response time to under 10 hours.

Maintained a live chat satisfaction score above 90%.

Helped Lumynology significantly reduce customer complaints and improve post-purchase satisfaction.