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How It Works

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Find

 

At LumeWorks, we conduct a completely customized recruitment process to find the perfect agent for your role. After meeting with your team to understand your specific requirements, we hand-select an agent who not only meets your criteria but also shares a genuine passion for your brand.

To ensure you are confident in our choice, you will receive a comprehensive LumeWorks Agent Profile showcasing your candidate's:

  • Past experience and skills

  • Personal interests

  • Writing samples

  • A personalized video introduction

 

The LumeWorks Guarantee If you are not completely satisfied with our selection, we will gladly conduct a new round of recruitment until we find the absolute perfect fit for your team.​

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Training at LumeWorks

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We take training seriously! Every LumeWorks agent undergoes a rigorous 20-hour program to ensure they are fully equipped to support your business. This comprehensive training covers:

  • Shopify, Gorgias, and Zendesk

  • Subscription Management

  • E-Commerce Best Practices

  • Customer Service Best Practices

 

Brand-Specific Customization

To further tailor our training to your business, we analyze 150 of your past inquiries to create a custom, brand-specific guide. This familiarizes your LumeWorks agent with your most frequent questions, preferred answers, tone of voice, and internal processes.

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Seamless Onboarding & Live Support

While our process takes the bulk of training off your team's plate, we know that every brand has its own unique nuances. Your LumeWorks agents can always hop on Live Training calls with your team to ensure they understand their responsibilities in depth. We record these calls, making the onboarding of future team members an effortless process as your brand continues to grow.​

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Manage​

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At LumeWorks, Quality Assurance is at the heart of everything we do. Your dedicated LumeWorks agent will meet with a Team Lead regularly to review opportunities for improvement, ensuring they are consistently growing in their role.

 

To guarantee your agent is providing elevated support to your valued customers, our Team Leads actively monitor key performance metrics, including:

  • Daily Ticket Volume: Tracking the number of tickets your agent closes per day.

  • Speed & Efficiency: Evaluating average response and resolution times.

  • Weekly Spot-Checks: Reviewing 5 random tickets each week for strict quality control.

 

All of this information is compiled into a comprehensive weekly report that your team will have full access to, ensuring you are always in the loop with how your LumeWorks operations are running.

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