Case Study: Perfumes & Companhia doubles customer service productivity with Cleverly

Perfumes & Companhia doubles its customer service productivity and reduces manual work by 75% with Cleverly

Perfumes & Companhia, Portugal’s largest cosmetics retail chain, faced a sudden surge in online support requests when the pandemic forced its physical stores to close and sales moved online. With a nearly nonexistent digital support operation and thousands of tickets piling up, the team struggled to respond quickly and reduce pressure on agents. They worked with Cleverly, using Zendesk + Cleverly, to get control of the backlog and build a scalable customer service operation.

Cleverly implemented intelligent triage to classify and prioritize tickets, along with automated and suggested replies for common requests. The solution helped Perfumes & Companhia double customer service productivity, reduce manual work by 75%, and cut its backlog significantly, with 96.3% of one-touch tickets resolved automatically and 95.3% of replied tickets solved in one touch. In just one week, agents were handling almost twice as many tickets as before while focusing on higher-priority customer issues.

Perfumes & Companhia

Mariana Romão

Head of Digital Channels