DigitalGenius Powers 40% of The Perfume Shop Tickets, Boosting CSAT, AHT and FCR

After only 3 months, DigitalGenius was automating 7% of The Perfume Shop’s total ticket volume, which enabled agents to invest additional time into solving more complex cases. Investing this extra time has led to an increase in overall customer satisfaction CSAT to 88%.

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The Perfume Shop



Customer Service Automation Platform

"DigitalGenius powered a drop in our first-response time (FRT) to an all-time low. 40% of responses from our contact center are now answered in part or in whole by DigitalGenius, and we’ve seen notable improvements in customer satisfaction and AHT as a result. It’s allowing our agents to invest more of their time into solving complex customer queries instead. This is a big win for us and for our customers."
Emily Mitchell
Customer Experience Manager
The Perfume Shop

Founded in 1992, The Perfume Shop is the UK’s largest specialist fragrance retailer, with over 260 stores nationwide. They sell all major designer fragrance brands, as well as classic and celebrity perfumes with unrivaled expertise at value-for-money prices.

In 2005 The Perfume Shop was acquired by leading beauty retail group A.S. Watson – who are known in approximately 24 markets, and who own over 11,000 stores worldwide.


The Challenge

For a physical retailer, opening new online support channels while keeping high levels of customer service can be a challenge. As more of their customers began to reach out to customer service online, The Perfume Shop looked at AI solutions to help them maintain the high standards of customer service they are known for, with a strong desire to deploy a scalable solution that could cope with their increase in ticket volumes.

With customer service a key competitive differentiator in their physical locations, the team decided to approach this challenge by adding modern technology that would augment their existing customer support team, while also providing 24-hour support by using AI for automation. They chose DigitalGenius as their AI platform.

The Results

By implementing DigitalGenius into their Zendesk agent interface, The Perfume Shop has been able to significantly improve their key customer service metrics.

Results show that over 40% of responses are powered by DigitalGenius, which allowed the AI platform to significantly and continually improve its ability to understand incoming messages and predict accurate responses.

After only 3 months, DigitalGenius was automating 7% of The Perfume Shop’s total ticket volume, which enabled agents to invest additional time into solving more complex cases. Investing this extra time has led to an increase in overall customer satisfaction CSAT to 88%.

Automated responses by DigitalGenius AI resolved 97% of tickets with just one contact (First Contact Resolution), and The Perfume Shop’s First Response Time (FRT) went down by 77% the lowest in the company’s history.

Let's Put Your Customer Support on Autopilot.

Want to Learn More About DigitalGenius?

Here are a few answers to help you learn more about how to start understanding conversations, automating repetitive processes and delighting your customers.

How do I use DigitalGenius inside my customer support operation?

DigitalGenius is installed as an app into your existing customer service software (Salesforce, Zendesk and others). We will take you through a seamless onboarding experience that identifies your most expensive & repetitive tickets; connects your CRM to our AI platform; then trains and deploys your first AI model.

Once DigitalGenius is configured and the model is trained, you can onboard your agents, and begin automating inbound queries end-to-end; assist agents to handle tickets faster, therefore reducing AHT; support increasing volumes, and open up new communication channels like Facebook Messenger, Live Chat and SMS.

What processes does DigitalGenius automate?

1. DigitalGenius puts your most repetitive and expensive tickets on autopilot by connecting conversations to processes; from the inbound ticket all the way through your backend systems via our open API framework.

2. Together we map out the automation framework, custom-building exactly how you want your repetitive tickets to be resolved, and what information you’d like included in order to best reply to your customers.

3. DigitalGenius’ AI recognizes the objective of a customer’s question. When the answer rises above a certain confidence level, those processes can be automated. When it’s below, your agents will pick up those tickets, which ensures a consistent and accurate customer experience.

4. To provide the greatest ROI, we aim to automate the tickets that are the most repetitive, expensive and time-consuming for your business. These can be anything from refunds, account lookups, order cancellations, shipping status and so on. You tell us what they are - we'll do the rest.

How do I know if my company is a good fit for AI and Customer Service Automation?

Adding a layer of AI into your customer support operations is a journey, but it’s not for everyone. While DigitalGenius supports a wide variety of use cases, we want to make sure there is a good fit for your business, your agents and your customers.

If your customer service team has a large amount of inbound, text-based tickets; if you have 10 agents or more; AND if you’re experiencing repetitive queries and processes - chances are that DigitalGenius can not only reduce your costs, but will also help make customer service a competitive advantage for your business. do we get started?

Let us do the heavy lifting! We want to learn about you, the challenges you’re facing in customer service, and then determine if we’re the right choice for your business. Give us 30 minutes, and we can definitely answer the question.

If we uncover that there’s a mutual fit, we'll take you through a deeper review of our product, validate an AI match and provide you with a roadmap of what it will take to go live, plus pricing, an implementation plan and a full ROI calculation.

Want to come on an AI-powered automation journey with us? Let's talk. Get started by telling us a little bit about yourself on the form to the right.

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