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How Matsmart scaled customer service - without losing focus on the mission
Native-language support, smart automation and AI-powered insights - built and optimised with MakesYouLocal
A mission-driven business.
Growing fast
Matsmart launched in Sweden in 2013 with a clear purpose: to reduce food waste by selling food at risk of being discarded. The model worked, and international expansion followed.
But growth brought complexity. Selling food with short shelf lives means customers need fast, clear answers. A delayed or mishandled contact does not just frustrate a customer but it can lead to more waste, which cuts against the core mission of Matsmart.
Managing that volume across multiple languages and markets, while keeping quality consistent, was not something they could handle with a single internal team. They needed a setup built for scale.
"Strong execution, consistent delivery and a focus on our long-term results - that is what we have experienced with MakesYouLocal throughout the years. 6 markets in, the collaboration just keeps improving, allowing us to grow quickly and cost-effectively, without compromising our customer experience"
A localised setup, built around the mission
Matsmart moved their entire customer service operation to MakesYouLocal - native-speaking teams across all six markets, trained on the product range and local customer expectations.
The most common contact drivers were mapped and automated. Chatbots and mailbots handle routine enquiries around the clock, freeing the team for contacts that require a person - and reducing operational costs in the process.
But the more valuable shift has been using customer conversations as a source of intelligence. AI-powered analysis surfaces patterns that are hard to spot manually: which products are more likely to arrive damaged, which distributors generate the most complaints, where the site creates friction before purchase.
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