Customer support that thinks along, right down to the measuring advice.
Lumoa sells made-to-measure pleated and honeycomb blinds at lumoa.nl. Customers ask their questions by email and WhatsApp, often with photos of their windows. Many questions are about measuring and fitting, and call for real product knowledge.
Illustration of the workflow, not real client data
- Sector
- Made-to-measure blinds
- Built
- Customer support, agents and a knowledge base on its own Mac mini
- Connected to
- Shopify · Outlook · WhatsApp
Six parts,
one system.
One card per part, the way the team sees it. The cards are illustrations, not real client data.
- 01
One inbox for email and WhatsApp
Outlook email and WhatsApp messages come together in one ticket system, with the Shopify order alongside. The team sees who is working on what.
- 02
Agents that prepare replies
Digital workers read each customer question and prepare a draft reply in the team’s writing style, with the right signature. A second agent checks the draft.
- 03
Measuring advice on the photo
When a customer sends photos of their windows, an agent marks on the photo where to measure and which system fits.
- 04
Company knowledge in one place
Products, measuring and fitting guides, warranties and policies live in one knowledge base. The agents work from it and the team can read everything back.
- 05
Learns from the team
When someone edits a draft or leaves a comment, it becomes an agreement for every draft that follows.
- 06
Its own environment in the office
The platform runs on Lumoa’s own Mac mini, with nightly backups and a weekly restore test. The team works from one dashboard.
The team approves every reply and every measuring drawing before it is sent. An unusual window goes to a colleague as a proposal.
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