Lumino Beauty Scales to 50K Monthly Orders With AI Support
A DTC beauty brand handling 50,000 monthly orders replaced their 8-person tier-1 support team while improving CSAT from 3.8 to 4.7.
Results Achieved
Problem
Lumino's support team of 12 was overwhelmed during peak seasons. Tier-1 issues (order status, returns, refunds) consumed 65% of their capacity, while complex issues waited too long.
Architecture
AI Customer Support Agent + AI CRM Automation was designed as the operating layer for Lumino Beauty, integrated into the existing workflow stack and connected to the tools mentioned in the engagement scope. We deployed the AI Support Agent integrated with their Shopify store, Zendesk, and returns management system — handling all tier-1 automatically with smart escalation.
Solution
We deployed the AI Support Agent integrated with their Shopify store, Zendesk, and returns management system — handling all tier-1 automatically with smart escalation.
Business Impact
Lumino Beauty achieved New capability in tier-1 tickets resolved automatically, +24% in customer satisfaction (csat), -99% in first response time, -67% in support team headcount across a 6 weeks engagement with $70,000 investment.
"We went from our worst support ratings ever to our best — in 6 weeks. The AI handles returns and tracking better than our humans did."
E-Commerce & Retail
Delight every customer. Handle 10x the volume. Zero extra headcount.
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