HOW WE HELPED MOTATOS SCALE IN
COUNTRIES WITH NATIVE CUSTOMER SERVICE & USEFUL TECHNOLOGY
CASE AND RESULTS
Motatos has one clear goal - to reduce food waste in the world. In 2013, they took the Swedish e-commerce industry by storm selling food at risk of becoming waste due to either overproduction, incorrect packaging, seasonal trends, or short and sometimes overdue best-before dates. The success followed, and they now operate in five markets.
By outsourcing their customer service to MakesYouLocal, Motatos' team can focus on scaling their business without worrying about backlogs in customer service, whether it's a busy or slow day. Check out the results below:
with native customer service on all channels
of customers getting their answers through self-service channels
Utilisation of AI-powered customer service analytics to drive decision-making
SUPPORTING SCALE IN FIVE MARKETS
Motatos' initial success in Sweden set the stage for their ambitious expansion into other European markets. However, scaling internationally is no small feat, especially for a business with a mission as critical as reducing food waste. Challenges such as language barriers, cultural nuances, and varying customer service expectations had to be navigated. Motatos successfully overcame these hurdles together with MakesYouLocal by implementing a localised customer service strategy that maintained a consistent brand voice while catering to the unique needs of diverse markets.
The key to this successful scaling lies in the nature of Motatos' business. Selling food items close to their expiration dates requires swift and clear communication with customers to prevent increased food waste. Any delay or misunderstanding in customer service could undermine their core mission. By focusing on efficient and localised customer service, Motatos ensures that customer queries and concerns are addressed promptly. This allows them to concentrate on their primary goal of reducing food waste, even as they expand their reach across multiple markets.
20% OF CONVERSATION AUTOMATED W/ SELF-SERVICE
Automation is not just a buzzword; it's an important part of customer service for modern e-commerce businesses aiming to provide round-the-clock service. 70% of customers will initially try to find an answer themselves and Motatos recognised this early on and showed a keen interest in integrating automated solutions into their customer service strategy. MakesYouLocal implemented both chatbots and mailbots to handle customer inquiries, leading to 20% of conversations being automated. This not only reduced the workload for customer service agents but also provided immediate responses to customer queries, enhancing the overall customer experience.
Why is this significant? Quick and efficient customer service can make all the difference. Automated responses can handle common queries instantly, freeing up customer service agents to deal with more complex issues. This level of efficiency is crucial for Motatos, as it helps them manage customer expectations effectively while also reducing operational costs.
AI-ENHANCED CUSTOMER INSIGHTS
Data-driven decision-making is at the heart of successful e-commerce strategies. Motatos leverages AI-powered customer insights to gain a deeper understanding of customer behavior, preferences, and pain points. These insights are invaluable for optimising various aspects of their online shop, from site navigation, checkout flows, products and more, ultimately leading to an improved customer experience.
In a competitive market, understanding your customer is key to staying ahead. The AI-powered insights provide Motatos with the information they need to make customer-centric decisions in real-time. Whether it's learnings on what kinds of products are more likely to get damaged during transport, which distributors provide the best experiences to customers, or adjusting site navigation for ease of use, these data-driven insights help Motatos continually refine their strategy. This ensures they meet customer needs effectively while also aligning with their mission to reduce food waste.