The Lueira Support Team: How we support our customers

What the Lueira support team does

Lueira's support team is responsible for two things that, while sounding distinct, are completely related: helping you when you have a problem, and helping you before you even have one.

The onboarding. When a new customer starts with Lueira, the support team is the first to spring into action. We don't just hand you an 80-page PDF and wish you luck. There's a person who configures the program with you, who understands how your business works, and who adapts the platform to your operations, activities, rates, schedules, instructors, online store, etc.

This process isn't the same for everyone. A dive center doesn't need the same things as a ski school. A multi-adventure center has a different structure than a paddle surf school. The support team knows these sectors and knows how to configure Lueira to fit your way of working from day one.

The ongoing support. Once the program is up and running, the team is still there. If you have a question about how to set up a discount, if something isn't right in your accounting, if you want to activate a new feature, if a customer tells you they can't complete an online booking… the support team handles it.

The goal is simple: to make sure you don't get stuck. So that what you needed to do today, you can do today.

How to contact support

The main channel is the brand's internal chat, available within the Lueira platform itself. It's the fastest and most effective way; you can write your question the moment it arises, the team receives the message with your account's context and can respond without you needing to explain from scratch who you are or how you have the program configured.

Help Center: Answers when you need them

In addition to chat support, Lueira also provides our customers with a help center with guides and answers to the most common questions.

Here you'll find step-by-step explanations on how to configure features, manage bookings, create products, use the online store, set up invoicing, integrate new tools, and much more.

It's a resource designed so you can resolve many questions immediately, at any time and from anywhere, without having to wait for a response from the team.

The help center is continuously updated with new guides and improvements, incorporating both platform updates and the most frequent queries we receive from our customers.

What support can do for you

The support team assists customers daily with the Lueira platform. Broadly speaking, their main responsibilities include:

• Answering questions about platform usage.
• Helping you configure new features you decide to activate.
• Reviewing technical issues: if something isn't working as it should, the team investigates.
• Guiding you through the onboarding process.
• Supporting you when you launch something new in your business: a new activity, integration with an OTA, etc.

Support as part of the product

The support team doesn't work in isolation from the rest of Lueira. They are in direct contact with product and development, which means that when they detect a recurring problem or a question that comes up again and again, it ultimately influences how the software evolves.

They are not just a team that manages incidents. They are part of the cycle: they listen to what happens in customers' daily lives and relay it internally. And vice versa, when there's something new in the platform, they are the first to know about it so they can explain it well.

Do you have questions about how Lueira support works?

At Lueira, we've committed to real support, with people who know the product and the sector, because we believe it's part of the service. If you're evaluating Lueira and want to better understand how the onboarding process works or what kind of support you would receive, you can ask directly in the demo.

Or if you prefer, email us at hello@lueira.com or call us at +34 690 168 045.