Skip to content
Close
en
dadeltplsv
Log in
Get in touch
en
dadeltplsv
Log in
Get in touch
We help webshops with e-commerce strategy and market expansion.

Expanding your e-commerce business abroad can be daunting, with language barriers, local regulations, and unfamiliar markets. Navigate the challenges of international expansion with our market expansion and strategy services.

Discuss your opportunities
Market analysis

Understand your competition and lock in your positioning to succeed in your new market 
Webshop review

Webshop audits focusing on increasing conversation through proper localisation
Webshop translations

High quality webshop translations that ensure your customers can shop in their own language
Business roadmaps

Tailored business roadmaps and board workshops on e-commerce strategy
Market as a service

Test a new market with everything taken care of

Local presence

Add legitimacy to your webshop with local return addresses and phone numbers
Terms & conditions authoring

Stay within the legal guidelines with terms & conditions tailored for your webshop and market
Conversation rate optimisation

Sometimes it's not clear what the problem is. We do a 360 degree review to get you converting
Translation quality review

Ensure your webshop's translation are on point with a thorough quality review by a native

We supply webshops with native staff on demand.

When expanding to new markets, one of the biggest challenges is finding native staff to do translations, customer service, and other tasks that require a native touch. Our in-house teams from more than 20 countries gives you the access to individuals who understands the local culture and speaks the language of any market you are in.

Discuss your opportunities
Outsource customer service

Outsourcing customer service is more scalable and less expensive than doing it internally
B2B Sales Support

We serve your B2B customers in their native language and boost sales
Webshop and product translations

High quality e-commerce translations powered by AI and native translators

Performance marketing services

Native growth marketing specialists for ongoing digital marketing work and strategy
E-commerce management

We have e-commerce managers from +14 countries ready to help you by the hour
Social Media Management

Strengthen your brand by outsourcing your social media channels to local experts

We tailor and integrate software tools for efficient e-commerce processes.

As a webshop owner, the rapid development of new technologies can be difficult to keep up with. We make sure to stay up-to-date with the newest developments so you do not have to, ensuring that your webshop is able to benefit from the newest technologies.

Discuss your opportunities
Chat automation

A chatbot allows you to automate upwards of 15% of all customer service from day one
Automated conversation analysis

Automate and improve customer service analysis and reporting with artificial intelligence 

Email automation

Automate 40% of customer service emails with an intelligent contact form for your site
Technology setup and integrations

Connect your systems to some of the best software for process improvement in e-commerce

See all cases
We have done work for more than a 1000 webshops. We have gathered some of our work here in a collection of cases.
Featured case
Creativ Company
We did a Site Check for Creativ Company's German webshop. After having implemented our suggestions, they experienced a 94% uplift in conversion rate.
A toddler with a hand made craft crown
Featured case
Boom Butik
We made a chatbot for Danish fashion brand, Boom Butik. On day 1, it answered 15% of their conversations, while matching the website in tone of voice and design.
Person in pool with clothes on
Featured case
Matsmart - Motatos
We do customer service in five markets for Motatos, as well as supply technology for customer service that facilitates data-driven decision making in the organisation.
Motatos parcel on the hallway floor

HOW WE HELPED MOTATOS SCALE IN

5

COUNTRIES WITH NATIVE CUSTOMER SERVICE & USEFUL TECHNOLOGY

Motatos parcel on the hallway floor
MOTATOS

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:

5 markets

with native customer service on all channels
20%

of customers getting their answers through self-service channels
Enabling AI

Utilisation of AI-powered customer service analytics to drive decision-making

"With MakesYouLocal we get access to a local team of specialists for each market, allowing us to grow quickly and cost-effectively, without compromising customer satisfaction"

Johannes Kayser, Chief Strategy Officer at Motatos

 

motatosmatsmart
motatos

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.

 

Motatos mock up
CUSTOMER FEEDBACK PLATFORM

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.

Continue reading