Lumina Apparel
Scaling Customer Support Without Expanding the Team.
Industry
E-Commerce & Retail
Year
2026
Live Website
E-Commerce & Retail
The Challenge
With a 200% sales growth in one quarter, Lumina's customer service team was drowning in "where is my order?" emails. Response times dropped to 48 hours, causing order cancellations and negative reviews. Rushing to hire more staff was not a cost-efficient solution.
The Solution & Impact
We integrated a Natural Language Processing (NLP) AI system directly into their Shopify and Zendesk platforms. The system was trained on historical data to understand context, track shipments, and process simple refunds without human intervention.
The Result
The system now operates as their frontline. Through our Grow phase, we continuously train the AI model with new query variations every month. Lumina not only saved on operational costs, but their customer satisfaction score (CSAT) hit an all-time high.
Support Tickets Automated
65%
Instant Response Time
24/7
Cart Recovery Rate
+15%
"We were planning to hire 10 new support agents. The system from Synthetix made us cancel that plan. It's the best investment we've made this year."
Sarah Jenkins
COO