Scents & Secrets is one of Pakistan’s fastest-growing fragrance brands, known for offering premium-quality perfumes at affordable prices. With a strong digital presence and a loyal customer base, the brand has quickly become a household name by blending international standards with local accessibility. Their focus on innovation, authenticity, and customer experience has positioned them as a market leader in the country’s fragrance industry.
Customer Queries Automated
Conversion Rate
Average Response time
Average Live-Agent handoff time
The Challenge
Scents & Secrets, one of Pakistan’s leading fragrance brands, faced a growing challenge as their digital presence expanded.
With customers reaching out across Instagram, WhatsApp, and Facebook Messenger for product inquiries and order support, their customer service team became overburdened.
The sheer volume of messages led to delayed responses, inconsistent communication, and missed sales opportunities, directly impacting both customer satisfaction and revenue growth.
What did
Numero do
To address these challenges, Numero Ventures developed an Agentic AI Chatbot, natively integrated with Scents & Secrets’ Shopify store. This intelligent solution was designed to handle the high volume of queries across Instagram, WhatsApp, and Facebook Messenger in real time. The chatbot could:
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Instantly respond to product and order inquiries with accurate, up-to-date information.
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Place orders directly on Instagram, Facebook Messenger & WhatsApp and seamlessly push them into Shopify for fulfillment.
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Manage multilingual conversations and interpret multiple input formats including text, voice, images, and even videos.
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Provide a seamless handoff to live agents on Manychat when human intervention was needed, ensuring smooth customer experiences.
By combining automation, AI, and omnichannel integration, Numero delivered a scalable solution that eased the burden on Scents & Secrets’ support team while elevating customer engagement.
The Results
- 500+ conversations automated a day
- Realtime information from multiple systems.
- End to End secure conversations.
- Delivered 99%+ accuracy in handling customer queries through the Agentic bot
- Achieved an impressive 95% conversion rate from inquiries to completed purchases.
