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With Luma, our customers feel better served
March 21, 2022

With Luma, our customers feel better served

Luisana Pacheco | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Luma

Thanks to this software we have had a better response capacity with our clients since we attend to their demands in record time. The customer will always be attended to, 24 hours a day, 7 days a week, making the agents attend to customers with urgent calls and the usual answers are answered automatically with Luma.
  • It has different automation tools such as answers to frequently asked questions.
  • Understands and responds naturally to customers, making communication more fluid and efficient.
  • It has integration with social networks such as Facebook, Skype, and WeChat among others.
  • Setting up the software was very difficult as well as installing the configurations.
  • The fact that it does not allow integration with customer service platforms is frustrating.
  • It is hard to adapt to the program, I wish it was much more intuitive, so you would get much more out of it from the beginning.
  • It has artificial intelligence, which does not need the customer to mention any keyword because it understands perfectly the flow of the conversation to give an answer.
  • The use of frequently asked questions allows customers to find a solution quickly, without the need for a human agent.
  • The integrations with different communication channels allow all our customers to be well attended.
  • 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.

Do you think Luma delivers good value for the price?

Yes

Are you happy with Luma's feature set?

Yes

Did Luma live up to sales and marketing promises?

Yes

Did implementation of Luma go as expected?

Yes

Would you buy Luma again?

Yes

I highly recommend this software to improve the workflow in the sales department and customer service, as it allows us to serve all customers through different communication channels. With Luma, we were able to make our customers feel better attended and always give them an answer to their requests.