Customer Success is a dedicated support service for Enterprise plan customers, covering the full scope of usage guidance and operational advice from onboarding through day-to-day operations.
Service Overview
Customer Success is a dedicated support service offered to customers on the Enterprise plan. A dedicated Customer Success representative supports you continuously, from onboarding Lumo through to establishing day-to-day operations.
We provide usage proposals tailored to your business goals, along with advice on improving your operations, delivered through web meetings.
Eligible Plans
Customer Success is available to customers on the Enterprise plan.
| Plan | Customer Success |
|---|---|
| Free | Not eligible |
| Starter | Not eligible |
| Business | Not eligible |
| Enterprise | Eligible |
For details about the Enterprise plan, see Checking Plans & Billing.
What the Service Includes
Customer Success provides the following support.
Onboarding Support (Paid Option)
If you wish, you can use the onboarding support service as a paid option. Onboarding support covers Lumo's basic setup, connection setup for your LINE Official Account, and assistance with external service integration setup (such as Shopify, HubSpot, and Klaviyo). For details, see the Onboarding Support SLA.
Operational Support and Usage Proposals
- Usage proposals based on your business goals
- Design advice for Workflows and Segments
- Consultation on Message Broadcast strategy
- Regular reviews to improve your operations
Training
- Training on Lumo's basic operations
- Walkthroughs of the management screens
- Introductions to new features and how to use them
About Web Meetings
You can receive individual consultations and support through web meetings with your Customer Success representative.
| Item | Details |
|---|---|
| Available hours | Weekdays 10:00–17:00 (Japan time) |
| Duration | Up to 60 minutes per session |
| How to request | Email your Customer Success representative |
As a general rule, we hold web meetings up to once per month (up to 60 minutes per session). We may provide additional sessions depending on your individual circumstances.
What You Can Discuss in Meetings
- Questions about Lumo's features and settings
- Design consultations for Workflows and Segments
- Advice on improving Message Broadcast performance
- Requests for proposals on new ways to use Lumo
- Resolving operational challenges
Service Levels
Customer Success operates to the following response standards.
Inquiry Response
| Item | Details |
|---|---|
| Initial response | Within 24 hours of receipt (business days) |
| Available hours | Weekdays 10:00–17:00 (Japan time) |
| Response methods | Email, web meeting |
Representative Quality
- Your representative has knowledge of all of Lumo's features
- Your representative is well-versed in the basic setup and broadcast features of LINE Official Accounts
Our Scope of Responsibility
Customer Success provides support within the following scope.
- Setup assistance for Lumo and explanations of how to use it
- Operational proposals that make use of Lumo's features
- Step-by-step guidance and assistance with integration setup
- Basic troubleshooting
- This service does not include performing implementation or operational tasks on your behalf, such as configuration work or message creation. Our support focuses on guidance on how to use Lumo and advice on design and effective usage.
What Is Not Covered
The following items are not covered by Customer Success.
- Operational decisions for your LINE Official Account
- Creating and reviewing broadcast content (text, images, video, and so on)
- Explanations of how to operate third-party tools
- Custom development based on individual business workflows
- Handling specification changes or outages of external services (LINE, Shopify, HubSpot, and so on)
Your Scope of Responsibility
We ask that you handle the following management and operational tasks.
- Managing your various account credentials
- Managing contracts with integrated services (LINE, Shopify, HubSpot, and so on)
- Creating and reviewing broadcast content
- Verifying settings at the time of broadcast
- Making policy decisions in your operations
- Explaining and training internal stakeholders
Disclaimer
We cannot be held responsible for the following.
- Results of measures carried out at your discretion
- Impacts caused by specification changes or outages of external services
- Damages resulting from operational errors on your part
- Impacts on business revenue or sales results
- Operational outcomes