Case Study: The Perfume Shop achieves 40% AI-powered contact responses, 77% faster first-response time and higher CSAT with DigitalGenius

Digitalgenius Powers 40% of the Perfume Shop Tickets, Boosting CSAT, AHT and FCR

The Perfume Shop, the UK’s largest specialist fragrance retailer with over 260 stores, faced rising online support demand and needed a scalable way to maintain its high in-store customer service standards. To handle growing ticket volumes and provide 24-hour support, they selected DigitalGenius and its AI platform, integrating it into their Zendesk agent interface to augment agents rather than replace them.

DigitalGenius now powers 40% of The Perfume Shop’s contact center responses and automated 7% of total ticket volume after three months, freeing agents to focus on complex cases. The DigitalGenius deployment drove measurable gains: CSAT rose to 88%, automated responses achieved 97% First Contact Resolution, and First Response Time fell by 77% to an all‑time low.

The Perfume Shop

Emily Mitchell

Customer Experience Manager