Customer Support Services

The critical components of an ecommerce business are product assortment and the user experience. Customer delight is ensured when customer support is provided throughout the customer purchase journey. Our email and chat-based customer support team guides and handholds customers with their technical and service queries at each level of the buying cycle. This includes awareness, consideration, intent, purchase, and repurchase. 

Email/Chat Support Team

Over 90% of customer queries are technical or service-related, which can be resolved through a dedicated team that responds to customer emails at agreed levels of service. Lumina Datamatics’ offshore team of trained email/chat support resources understand and resolve Level 1 seller queries related to processes, payments, returns, and so forth. The same team manages Level 2 queries regarding system and technical issues. All Level 3 queries are passed on to the client. 


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