Case Study: Look Fabulous Forever achieves 93% CSAT for inbound customer enquiries with Freshdesk

Look fabulous forever achieves 93% CSAT rating for inbound customer

Look Fabulous Forever is a UK-based online retailer of pro-age makeup that was handling growing volumes of customer enquiries manually via email and phone. Without a tracking system or easy way to allocate work, the support team struggled to meet SLAs, risked losing customers to delayed responses, and needed a scalable solution as the team expanded.

They implemented Freshdesk (recommended for its Magento integration) to centralize ticketing across email, chat and phone, enable delegation and prioritization, and provide robust reporting. The result was faster first-contact resolution, better tracking and analysis, and higher customer satisfaction—Trustpilot now rates LFF 9.3/10 (93%) with customers praising the service.

Look Fabulous Forever

Caroline Geraerts

Customer Service Manager