LucentLayer is a CX and SaaS specialist agency. We build, configure, and manage customer support and communication systems for B2B, SaaS and ecommerce businesses.
How We Deliver and Manage Your System?
We split how we work with you into two parts: getting your system set up, and running it for you every month after that. Here's how each side works.
Part 1: Software & Account Setup
We build, configure, and connect your software under your own account, then show you how the system works alongside your business, your customer flow, and your day-to-day operations.
Part 2: Ongoing Service & Operations
We run the system for you: training and optimising the AI agent, updating workflows, cleaning your data, monitoring live analytics, and handling the conversations your AI agent escalates through a trained support layer. You set the goals; we deliver them.
Who We Work With?
We work with two types of business:
B2B and SaaS companies that need enquiries resolved, triaged, and routed accurately across their support and account teams.
Ecommerce stores on Shopify, WooCommerce, or BigCommerce that need support connected directly to orders, shipping, and fulfilment data.
Enquiry volume is the main thing that determines what you need from us:
Enquiry volume | Conversations per month | What usually makes sense |
Lower | Under ~200 | A setup usually makes sense. Ongoing management often doesn't yet. |
Moderate | ~200–1,000 | The core of what we do. Repeat questions are eating real hours, and automating them returns that time immediately. |
High | 1,000+ | Setup plus fully operated support, with continuous optimisation as your volume and product change. |
Our Team
Your systems are managed by a dedicated team of senior CX architects, AI automation specialists, and integrations engineers. As certified partners with the platforms we build on, we have early access to new features, direct support from their product teams, and priority escalation paths to resolve complex platform issues quickly.
Communication Channels
We keep communication central, fast, and transparent. To ensure your requests never get lost, we use two dedicated channels to support your team:
1. Shared Slack Channel (For Day-to-Day & Urgent Chat)
Best used for: Quick questions, urgent system blocks, and rapid feedback during deployment.
How it works: Upon signup, we will invite your team to a shared Slack Connect channel.
2. Email Support (For Non-Urgent Tasks & Project Scoping)
Best used for: Submitting new helpdesk documentation, sharing asset files, or requesting major changes to your monthly strategy.
How it works: Send your requests directly to [email protected]
Business Hours
Our team operates Monday through Friday, from 9:00 AM to 5:00 PM AEST. Any inquiries, task requests, or support updates received outside of these hours are prioritised and addressed first thing on the following business day.
💬 Still have questions?
Need more help? Our team responds to every message within 24 hours. Start a conversation and we'll point you in the right direction.