How Glossify Reached 99% SLA Adherence with Halo

A Fast-Growing UK Beauty Brand Built Around Its Community

Glossify was founded in 2020 as a B2B and B2C nails and beauty brand, with its community at the heart of how it operates. It is a small, UK-based team going through a period of major growth, with the stated aim of being the best in the industry.

Growth of that kind lands first on the least visible part of a consumer brand: what happens after a customer gets in touch. More customers and more orders mean more enquiries, arriving across more channels at once.

Enquiries Scattered Across Mailboxes and Social, With No Way to Report on Them

Glossify's former approach meant managing enquiries manually through mailboxes, and separately again through various social media platforms. There was no categorisation of enquiries and no single place where a question could be picked up, tracked and closed. With customers and orders both climbing, the risk was straightforward: something gets missed.

Reporting was the second problem. Because the team worked out of mailboxes, reporting on issues was troublesome and virtually impossible to keep up to date. There was no reliable view of which enquiry types were driving contact, how long anything was taking, or whether service levels were being met at all.

What Glossify needed was a customer services management system that could be set up to their needs quickly, consolidate every enquiry into one place so nothing is missed or forgotten about, and keep pace with them as they scaled.

Every Enquiry in One Place, With Reporting the Team Can Run Themselves

Shortly after signing, Glossify moved onto Halo — a platform that absorbs all of their incoming enquiries into one place, with visibility over whether each one has been actioned and within how much time. That single change replaced the shared-mailbox model and gave the team one queue to work from, which is the omnichannel model at the centre of Halo.

The platform also had to grow with them, and that was a deciding factor: Halo suits all of Glossify's requirements for a strong customer services platform and scales with the business rather than needing to be replaced as it gets bigger.

Reporting was rebuilt on a no-code reporting suite with real-time analytics. Glossify can now create reports on enquiry types and categories themselves, giving accurate data to their teams and letting them measure their key metrics without waiting on anyone. Because every enquiry carries a timestamp and an owner, service level targets went from being unmeasurable to being reported on continuously. The team also singled out the interface itself — a nice-on-the-eye display that people are willing to sit in all day.

The rollout is what Glossify's team talk about first.

Nothing Missed, and the Data to Prove It

Glossify are no longer struggling with overflowing mailboxes. Every enquiry is visible, owned and measured, and the numbers behind the service are finally available to the people running it.

• 99% SLA adherence — service levels went from unmeasurable to consistently met and reported on
• Five-hour average resolution time — enquiries are picked up, owned and closed rather than sitting in a shared inbox
• 87% of customers rate Glossify's support 'excellent' — the feedback options in Halo give the team real insight into how their support is received
• Full visibility of actioned and unread enquiries — no more wondering whether a message has been dealt with
• Reporting on enquiry types and categories — built by the team on a no-code suite with real-time analytics, not commissioned from someone else
• A platform that scales with the business — capacity to keep absorbing growth in customers and orders without changing system again

Glossify are not finished. Next on the list is integrating a phone system into Halo for visibility of call notes and incoming call volumes, alongside enhancements to the chatbot and a self-service portal for client bookings.