Case Study: Farfetch achieves higher CSAT and more efficient customer support with Unbabel

FARFETCH Elevates Customer Support Agent Experience with Unbabel

FARFETCH, the global luxury fashion platform, needed to maintain high-quality native-language customer support across more than 190 countries while reducing pressure on its support and recruiting teams, especially for niche languages. Working with Unbabel and its AI-powered Language Operations platform, integrated with Salesforce Service Cloud, FARFETCH sought to improve agent experience, control backlogs, and preserve a premium customer experience.

Unbabel implemented a multilingual translation solution with human editor support that helped FARFETCH keep turnaround times short and quality high. The results included translation quality improving from 4.5 to 4.8 stars, productivity increasing by 8%, recruiting costs dropping by 4%, and translation turnaround times falling to 6–10 minutes instead of 3–4 days, enabling FARFETCH to scale more flexibly with demand.

Farfetch

Rogério Correia

Head of ROI & Optimization