Case Study: Parfumado boosts personalised customer service with Trengo

How Parfumado personalised their customer journey through automation

Parfumado, a Netherlands-based e-commerce subscription brand, wanted to create a more personalised customer journey while selling perfume online, where customers can’t try the product before buying. To meet customers on their preferred channels and handle growing support demand, Parfumado used Trengo, including its WhatsApp Business integration, to bring communication from WhatsApp, email, phone, and social channels into one place.

With Trengo, Parfumado streamlined customer service through automation, labels, reports, and Flowbots that answered common questions and captured key details before handing conversations to agents. The result was a 43% automation rate, around 5,000 conversations handled per month, response times reduced by 58%, and average resolution time cut from about 24 hours to roughly 14 hours, while the support team became 30% more productive.

Parfumado

Martijn van Rooy

Founder