Case: Boom butik X MakesYouLocal

Full customisation

Native-language on all channels

89%

customer satisfaction rating for the chatbot

15%

of all customer service conversations fully automated

The beginning

A brand built fast
Wanting to scale

Boom Butik launched during Denmark's 2020 lockdown. What started as a small fashion concept quickly became a recognised Copenhagen fashion brand. More orders meant more questions, more returns, more customers reaching out at all hours.

When brand identity and tone of voice are everything, the higher amounts of customer service created challenges. Hiring more people was one option. But the question was whether you could scale availability without scaling the team, and do it in a way that still felt like Boom Butik.

The solution

A customized chatbot

For Boom Butik the answer to the high volume on customer serivce was a customized chatbot - built as an extension of the Boom Butik experience. Available around the clock, handling the most common questions automatically, and doing it in a way that felt like the brand rather than a one-sided third-party tool.

MakesYouLocal built and customised every detail to match Boom Butik's identity. The font, the tone of voice, the emojis based on how the brand communicates everywhere else.

The result was a new extended channel customers actually chose to use. 84% of visitors who opened the chatbot engaged with it rather than going to live chat. Of those, 70% got the answer they needed straight away. The rest were handed over to a live agent without any problems.

Read about our Chatbot and product features →

Results

What this means: how to optimize the customer journey

84% went to the chatbot first rather than calling or waiting for a live agent.

Most people prefer to find the answer themselves rather than wait for someone to help them. A well-built AI chatbot makes that possible, because it can handle far more than simple yes or no questions. It understands context, guides customers through decisions and gives them what they need 24/7 and with no waiting line.

Customers could get help at any hour, without waiting for the shop to open

A consistent brand experience across every customer touchpoint

A new channel launched without adding to the support team

Customers could get help at any hour, without waiting for the shop to open

Seamless handover to a human for high value questions

Highlighted Feature

Full customization of the chatbot

Your brand doesn't stop at your website. It lives in every customer interaction, including the ones handled by a chatbot. That's why Boom Butik's chatbot was built to feel entirely like theirs. To dot the i, the chatbot widget hovering in the bottom right of the page was hand drawn by the same artist that drew all the other buttons on their site.

Helvetica font and fully customised messaging
Tone of voice and wit that matches how Boom Butik communicates everywhere else
A widget icon hand-drawn by the same artist behind the rest of the site's buttons

See what we can do for your business →

Book a free 30-minute call with me. I will help you identify where to start, uncover opportunities for improvement, and show you how smarter AI solutions can create a better customer experience.

Max Riis Christensen CEO, MakesYouLocal

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