Case Study: Look Fabulous Forever achieves 93% CSAT for inbound customer support with Freshworks (Freshdesk)

Look Fabulous Forever achieves 93% CSAT rating for inbound customers

Look Fabulous Forever, a UK online retailer of pro‑age makeup, was struggling to manage a growing volume of inbound customer enquiries handled manually via email and phone with no tracking, reporting, or easy way to scale the support team. The company chose Freshdesk from Freshworks to unify customer contact across website chat, email and telephone and address missed responses and SLA gaps.

Freshworks implemented Freshdesk to centralize ticketing, automate delegation and prioritization, and provide intuitive reporting and tracking, making the system easy for the team to adopt. Using Freshworks' Freshdesk, Look Fabulous Forever achieved faster resolution and better first‑call handling, improved analysis and measurement, and a 9.3/10 (93%) customer satisfaction score.

Look Fabulous Forever

Caroline Geraerts

Customer Service Manager