Serviceaide headquartered in San Jose offers Luma, an AI virtual assistant designed for customer support.
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LumApps
Score 8.5 out of 10
Enterprise companies (1,001+ employees)
LumApps is an Employee Experience Platform that engages every employee with personalized communications, regardless of location, and empowers them to do their best work by connecting them with the tools, people, and information they need to get the job done. Integrations with both Microsoft and Google enables employees to share knowledge, resources, and connect with each other. The employee experience platform aligns and engages digital workplaces, and enables…
I can fast chat, share files, share screens, present, and collaborate on any work through a streamlined interface. it is very easy to use and accessible worldwide for meetings despite long distances between users, You can use it to meet people virtually using video and audio, making it easy to connect with people across borders. It saves a lot of time and is effective for both discussion and work meetings.
Suited for- It's a great one start shop for information. If you want your data all in one place and easy to access, you cannot beat LumApps for this. It's ease of placing pages across multiple sectors, menu navigation, and org chart integration are lovely. It showcases information and files very well with easy web page design that brings it all together. With only a little bit of training many people can use the product and create content. Less Appropriate- While great at what it does it is still a place to showcase information, not house it. It's not a replacement for Microsoft or Google regarding online file storage. It does not do the storage. It just makes files easy to access if your company houses them already. This same idea applies to Active Directory, it can do a lot of great customization of roles and allow/highlight information for people if they already have great data about people. It is a challenge if the backend data profiles of a person are not already syncing from other systems.
It provides quick replies to the customer with chat it has AI which determines and replies to frequently asked questions.
Without stating the whole sentence it understands what the user is going to express it helps to get a better approach in terms of communication stability.
The best part is effective and satisfactory support given by he service owners.
The editing user interface is a bit wonky and occasionally glitchy.
The back-end options are not organized super well, which can make it confusing to find the right settings.
The customization options are somewhat limited without advanced CSS/dev skills, and the basic functions can be a bit challenging for some non-technical users.
If you are a content owner, you need to learn how to use the tools and this can be time-consuming and not simple. We rely on the support of our internal LumApps team to provide support and train us on the tools. But it is fairly convenient once you know how to use it correctly.
Question and bug support are very helpful and quick. About the feature requests, we don’t have much visibility of the features that we suggested, or If they are going to implement some solutions or not.
Our organization selected LumApps for its customizability, integrations with the Google suite, Slack, etc., in addition to the customizable meta-data that would allow for a unique user experience for our global teams so that users in the Latin American region, for example, would no longer be inundated with content that did not apply to their region or market.
It is a somewhat complex tool to use where the learning curve can be high, but in the long run, customer service agents feel that the work is lighter. They are able to attend and prioritize customer calls making all customers feel satisfied with our services.
The purchase of this software is an investment that is undoubtedly worthwhile because, in the medium and long term, the sales department will work better and will be much more productive.
after migration, it has reduced time for Internal Comms to create and publish content (for some content that we can import as a chart, like anniversary celebrations, we've been able to reduce the time from 4-6 hours down to about 15 minutes)
we haven't used long it enough to see ROI on other facets, but not having divisions create their own websites unbeknownst to anyone else is invaluable
