Everything You Need to Know About Luna, Your Music Gateway Assistant
How Does Our AI Chatbot Luna Work?
At Music Gateway, we are committed to providing exceptional customer support while ensuring that your questions are answered promptly and effectively. That’s why we’ve introduced Luna, our AI Customer Agent powered by HubSpot, as the first point of contact for all customer enquiries.
Why Are We Offering an AI Solution?
- Speed and Efficiency: Luna provides immediate responses to your questions, ensuring you don’t have to wait for human intervention for straightforward issues.
- 24/7 Availability: Luna is always online, offering assistance even outside office hours, including weekends and holidays.
- Streamlined Processes: Luna can guide you to relevant Knowledge Base articles, answer FAQs, and assist with common tasks like navigating the platform or understanding our services.
- Escalation for Complex Queries: For more detailed or specific enquiries, Luna will seamlessly escalate your request to a human agent, ensuring you receive the support you need.
How to Get in Touch with a Human Agent
Start by asking Luna your question in the chat widget available in your Music Gateway account.
If Luna cannot resolve your enquiry or detects a need for further support, she will automatically pass your information to a member of our customer support team.
For urgent enquiries, such as unresolved refund or cancellation requests, Luna will guide you to submit additional information for priority review.
Note: Our customer support agents are not available on a weekend. Our support team work hard to ensure they respond to our customers quickly, typically you'll receive a response with 24 to 48 hours.
What if I can't access my account to use the Chatbot?
If you are unable to access your account and therefore unable to reach out to our support team using the chatbot, please email accounts@musicgateway.com with your full name and email address associated with the account and a member of the team will help you regain access.
The accounts team is not a support mailbox, they are only able to help with access related enquiries. Therefore, once you have regained access, customers are asked to then use the chatbot for any further help or enquiries.
Why Did We Choose the Name Luna?
Luna represents...
Logic
User Assistance
Navigation
Accessibility
...a clever acronym that reflects her mission to assist you in the most intuitive and accessible way possible.
A Fun Side Note: Luna is also named after our MD's loyal dog, who has been a beloved and integral member of the Music Gateway family. Her daily presence at the office since she was a puppy inspired us to make our virtual assistant just as dependable and friendly!
By introducing Luna, we aim to enhance your experience while maintaining our commitment to exceptional service. Whether you’re navigating the platform, managing your account, or exploring our services, Luna is here to help every step of the way.