Case: byACRE X MakesYouLocal

84%

chatbot satisfaction rate

24/7

customer service availability with a chatbot

30%

of all customer service fully automated

The beginning

Award-winning design
Built for the world

byACRE builds rollators for people who refuse to compromise on design and functionality. Their products have earned the Red Dot Design Award, one of the most recognised marks of excellence in product design, and their ambition has always reached beyond Denmark.

Today they sell across the US, the UK, France, Germany and the Netherlands, and they are firmly established as a premium brand in each of those markets.

Getting there required more than a great design. As byACRE expanded, so did the volume and complexity of customer inquiries. Serving customers across six markets, in multiple languages, across different time zones - they needed a customer service operation that could match their ambitions and scale as they were growing.

Man walking with mobility aid from byACRE

Modern designed mobility aid from byACRE

“The chatbot has been a great addition, offering round-the-clock support for our customers. It has made accessing help easier and aligns perfectly with our mission to improve mobility solutions.”

Daniel Schmidt, Process Manager and Customer Experience byACRE

The solution

Fully redesigned
Built around the customer

MakesYouLocal took on customer service across byACRE's international markets - handling inquiries in the local language of each region, with native-speaking agents who understand what customers in those markets behave and expect.

For a brand selling to people who depend on their products every day, that level of precision is a very much "need to have".

The setup also includes a rebuilt chatbot - redesigned for clarity and built around the questions byACRE's customers ask most. It handles the repetitive inquiries instantly and around the clock, so the human team can focus on the conversations that need the attention og the customers with high value questions.

Read about our Customer Service setup →

Elderly customer sitting on modern designed rollator from byACRE

Outside location and photo of woman sitting on mobility aid

Results

What this means:
more capacity, less manual work

byACRE now handles a third of all customer contact automatically - with a chatbot built around the people using it, and a team that has more time for the conversations that need them.

84% of chatbot users rate the experience as helpful

Customers across all time zones get answers

Chatbot designed in byACRE's tone and visual identity

Human agents can now focus on higher-value tasks

A leaner support process with less manual handling

Highlighted feature

Chatbot visibility and design

byACRE's chatbot was already live, but it was not being used enough. Most customers still reached for the phone or email - not because the chatbot failed, but because it was easy to miss. For an older customer base that is not always looking for a chat widget, visibility matters more than usual.

On the contact page, it now opens automatically - making it the first option customers see before looking for other ways to get in touch.

Redesigned widget with a more visible, approachable presence on-site
Simplified language and flow built for less digitally confident users
Automatic opening on the contact page
A support channel that works alongside calls and email, not against them

See what we can do for your business →

Curious about what automated support could look like for your business? Book a free 30-minute call and we will show you how to get more out of your customer service without adding to your team's workload.

Max Riis Christensen CEO, MakesYouLocal

Book a meeting →