Lumin Skin Shaking up the CX Routine and Creating a Best-in-Class Reactive and Proactive CX Operation The Challenge When Lumin Skin first launched in 2018, they focused their resources on creating premium skincare products for men. Lumin believed in the power of proactive engagement and personalized experience to drive purchase, reactivate subscription, build loyalty, and more. However, as the business grew and support volume shot up to over 40,000 requests per month, personalizing support at scale using their existing help desk solution became increasingly challenging. Siloed conversations led to frequent agent collision, and lack of unified customer profiles and in-depth reporting impeded the support team from delivering contextual experiences. The Results • Increased first

Join for free to read