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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

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

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.
Little girl with arts and 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.
Woman in Boom Butik sweatsuit in the water
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 floor

HOW WE HELPED SEPHORA AUTOMATE

25%

OF THEIR CUSTOMER SERVICE REQUESTS

Sephora's make-up brushes in product packaging
SEPHORA

CASE AND RESULTS

For multiple years, MakesYouLocal have handled Sephora's customer service in Denmark and Sweden. As a customer-centric brand, Sephora wants to be able to guarantee shoppers a great experience and a high level of customer service every time any of their customers reach out.

By designing a chatbot specifically with Sephora's customers in mind, we managed to automate 25% of all customer inquiries without compromising on the quality of service or the customer experience. Check out all the results here:

25%

of all customer service conversations fully automated with chatbots
73%

customer satisfaction when using the chatbot
€3000

saved per month from chatbot automation

"Using MakesYouLocal's technology and expertise, we managed to reduce customer service costs drastically without compromising on quality"

Emma Bonelli, E-commerce Specialist at Sephora

 

ebonelli
Line drawing - sephora

25% OF ALL CONVERSATION AUTOMATED

This was achieved through the chatbot's intuitive interface, where customers were seamlessly guided either to relevant sections on the site or provided with direct answers within the chat interface.

Take product recommendations, for instance. Automating such requests is a difficult task, especially for a brand like Sephora which boasts thousands of products on their sites. Instead of attempting direct automation, these inquiries were smartly redirected to Sephora's 'Beauty Hub' and 'Trending on Social Media' sections, ensuring customers discovered products tailored just for them. This strategy accounted for approximately 35% of the chatbot's total automations.

 

73% OF CONVERSATIONS HELPFUL

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. The chatbot on Sephora's website demonstrates how speed and quality in customer service can be combined.

A noteworthy 73% of interactions with the chatbot were marked helpful by users. For example, Sephora's global birthday programs and the varying gifts available across regions could be complex for customers. Yet, the chatbot efficiently clarified the nuances between Scandinavian and other regional offerings, achieving an impressive 95% approval on these conversations, which make up 15% of its total engagements.

On the other end of the scale, delivery-related topics saw a 37% approval rate. However, these conversations remained automated, still offering value without necessitating human intervention. Behind such tailored solutions stands a commitment to understanding unique business challenges, a philosophy that MakesYouLocal promotes.

 

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€3000 SAVED A MONTH

With their 24/7 availability and instantaneous responses, chatbots don't just ensure that customers are assisted immediately, potentially averting any purchasing barriers, they also offer a more cost-effective solution compared to human agents.

Here’s how the math works for Sephora: each chatbot interaction represents a conversation that would have otherwise required a human touch, with all the associated costs of wages, training, and infrastructure. Since introducing the chatbots in December, Sephora has been saving on these very human-associated costs, with monthly savings amounting to approximately €3000.

This strategic shift to automation has not only ensured reduced operational costs for Sephora but has also emphasised their commitment to delivering timely and efficient customer service. The outcome? A modern, cost-conscious, and responsive approach to customer inquiries.

 

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