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 Result

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.