HOW WE SUPPORTED OPEN24'S

Open24 is a Lithuanian retailer offering a wide variety of shoes, boasting more than 40 brands and over 2000 models. The company has Lithuanian, Latvian, Estonian, Polish, and Czech webshops, manages a network of seven Crocs franchise stores in Lithuania, as well as the online sale of Crocs in Lithuania, Latvia, and Estonia.

Since the beginning of 2023, they have outsourced their customer service to MakesYouLocal. With this collaboration, Open24 has been able to offer local customer service for all their webshops through email, phone, and chat. In addition, we have collaborated to successfully automate a significant portion of customer inquiries, streamlining customer experiences without sacrificing service quality. This reflects Open24's dedication to efficient, customer-focused solutions.

Almost 70% of online shoppers prefer to seek answers independently before turning to customer service, and 85% will switch channels if not promptly catered to. Open24's chatbot demonstrates how speed and quality in customer service can be combined.

The performance numbers of Open24's chatbots speak for themselves: 75% of customer interactions with the chatbot were rated as helpful by users; the chatbots automated 10% of all customer conversations. In Lithuania and Latvia, however, almost 15% of all conversations were fully automated. Features such as live tracking of order delivery provides a unique possibility of self-service, and the ability to automatically answer questions about return processes makes one of the most expensive things in e-commerce less so.