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How Rapunzel of Sweden scaled customer service - without scaling complexity
Native-language customer service across four markets
- handled entirely by MakesYouLocal
The beginning
A complex product.
High volumes.
Choosing hair extensions isn't simple. Customers need to get colour, length, attachment method and volume right. When they're unsure, they hesitate or leave. When they choose wrong, they return it.
Rapunzel of Sweden saw both patterns. Before purchase, customers lacked quick answers when deciding on colour or method. That led to drop-offs and incorrect purchases. After purchase, the same uncertainty showed up as high contact volume.
Delivery status, returns and refunds quickly became the largest contact drivers. Most of it was handled manually, one request at a time. At the same time, the business expanded into Germany, Sweden and Finland. More markets meant more volume, more languages and more pressure on the same setup.
Rapunzel of Sweden saw both patterns. Before purchase, customers lacked quick answers when deciding on colour or method. That led to drop-offs and incorrect purchases. After purchase, the same uncertainty showed up as high contact volume.
Delivery status, returns and refunds quickly became the largest contact drivers. Most of it was handled manually, one request at a time. At the same time, the business expanded into Germany, Sweden and Finland. More markets meant more volume, more languages and more pressure on the same setup.
"We needed a setup that could match both our growth and the complexity of our products. Working with MakesYouLocal has allowed us to scale customer service without adding complexity or compromising on quality. And just as importantly, we no longer have to hire and manage customer service teams across multiple markets."
Annica Rantala
Rapunzel of Sweden
The solution
A fully outsourced setup. Localised, built to scale
Rapunzel of Sweden moved their entire customer service operation to MakesYouLocal to create a setup that could handle both growth and complexity. Today, all customer interactions are handled in German, Swedish and Finnish — each market supported in its local language by native-speaking teams with strong market understanding.
The teams are trained across the full product range, allowing them to guide customers before purchase and help them choose the right product from the start.
In parallel, the most common contact drivers were mapped and prioritised for automation. Delivery status, returns, refunds and order cancellations are now automated and available 24/7 across all markets. A strong AI engine delivers fast, consistent answers at scale - freeing time to focus on conversations where human guidance makes the difference.
Read about our Customer Service setup →
The teams are trained across the full product range, allowing them to guide customers before purchase and help them choose the right product from the start.
In parallel, the most common contact drivers were mapped and prioritised for automation. Delivery status, returns, refunds and order cancellations are now automated and available 24/7 across all markets. A strong AI engine delivers fast, consistent answers at scale - freeing time to focus on conversations where human guidance makes the difference.
Book a free 30-minute call with our specialist. We will help you understand where to start, and we'll show you exactly what fully managed customer service looks like for your webshop.
Max Riis Christensen
CEO, MakesYouLocal
more cases
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94%
Increase in conversion rate
€3000
Saved per mo. from chatbot automation
2000
products translated in 4 days