Lumen Boutique is a retail business based in Brooklyn, NY. Like most teams their size, they were losing customers to slow replies and missed calls.

The challenge

The team was answering the same questions all day across phone, messages, and email. After hours, inquiries piled up, and by the next morning many of those customers had already gone elsewhere.

The solution

Kova was connected to their chat, email, instagram in under a week. A specialist imported their policies and pricing, set handoff rules with the team, and reviewed the first answers before going live.

The results

• 50% fewer “where is my order” tickets

• 3x holiday message volume handled

• 0 seasonal hires needed

What’s next

The team is now expanding Kova to new channels and using conversation insights to update their services and FAQ.