HOW WE SUPPORT LIEWOOD'S
FULLY LOCALISED WEBSHOPS
CASE AND RESULTS
fully localised webshops with native customer service
more efficient customer service by improving processes
3 FULLY LOCALISED WEBSHOPS
Liewood's journey into Germany, France, and the Netherlands has been all about making shopping easy and friendly for everyone, no matter where they are. With MakesYouLocal they decided that everything should be on point. They now have teams from each country to handle customer chats, calls, and emails, so when you need help, you're talking to someone who gets the local scene and speaks the language. On social media they are speaking the local language and embracing the local culture as well. Using this native lens, they keep an eye on what customers like and don't like, which helps them make their online shops even better.
And it's not just about talking the talk. We help Liewood with their trustmark management on their German site, facilitating the contact between customers on their Trusted Shops page, so local trust can be nurtured. We ensured their pages were up to high standards in the different markets prior to launch, while we also tuned their terms and conditions to fit with the local legislation.
Through this deep webshop localisation Liewood ensures that all their new customers in their new markets can feel right at home on their sites right away.
20% MORE EFFECTIVE CUSTOMER SERVICE
The collaboration between MakesYouLocal and Liewood is not just about what we do - it's about doing what we do in ways that benefit both parties. By thoroughly evaluating Liewood's internal processes in customer service, logistics handling and more, the internal time needed to facilitate customer service decreased by 75%, almost 20% of the total time needed to do customer service. Now, only a small slice of time is spent on internal work, which means Liewood save money by MakesYouLocal working more efficiently with their customers, and the customers win from better brand experiences.
These improvements were not just for Liewood's foreign markets - their Danish webshop and operations also benefit from these improvements.