Lumineux Oral Essentials: whitening without the
harsh chemicals.
Lumineux Oral Essentials set out to prove that plant and mineral rich formulas can stand up to any leading brand, with stellar results. As demand grew, their support had to keep up.
A clean-formula brand, buried in email.
Lumineux Oral Essentials are the purveyors of naturally whitening oral care. Their products were formulated by Dr. Koroush Maddahi, a dental practitioner who saw fault in the run-of-the-mill whitening products on the market for their harsh chemicals and disregard for tooth sensitivity. Today their lineup spans whitening strips, toothpaste, and an all-natural bamboo toothbrush that ties the whole experience together.
Oral Essentials was struggling with a surge of email volume as its internal team strained to keep up with an exponentially growing customer base. When we onboarded, they had roughly 4,000 emails unattended. They had originally pulled members of their sales and executive teams to answer support requests, but the volume was too much to handle.
Oral Essentials reached out through our website to help with both the backlog and the bigger goal: raising service levels and improving the overall customer experience.
A dedicated team, built to clear it.
With a thorough implementation, Beyond the Call set up a dedicated team of "Lumineux Specialists" to respond to Oral Essentials' customers, supported by:
- A complete knowledge transfer, so our agents fully understood the brand and product.
- A constant channel of communication between our management team and Oral Essentials for a smooth handover.
- Client-involved training and a full technology walkthrough.
- Custom-tailored tooling to answer customer inquiries across channels: phone, email, and online chat.
Service levels up, backlog gone.
Beyond the Call helped Oral Essentials reach a higher service level with a high degree of efficiency and consistency, clearing the backlog and keeping pace with a fast-growing customer base.
Ready to see the results for yourself?
AI-first · Human-Driven.
One call and we'll show you.