Case: Foliekniven X MakesYouLocal

The beginning

A small team. Seven webshops

Foliekniven has sold film and signs online for more than 20 years. Next to the Danish shop, there are webshops for Sweden, Norway, Germany, the Netherlands and France, and an EU shop for the rest of Europe. Behind all of them sits a small team on Fyn, and they want to keep it that way.

The problem was the inbox. For roughly every two orders, one customer got in touch with a question. Most of those questions landed with the same few people who also run the business, and many of them came by phone. On top of that, the team did not have the local knowledge to know what customers in each export market expected.

Our work with Foliekniven started in 2024 with market entry reports for the Netherlands and France. So when they wanted one partner to cover customer service across all their markets, with automation and data in the same package, they already knew where to go.

Read about our reports →

"We have more freedom now. It’s really useful when you tell us you’re seeing a trend around a topic, so we can explain it better on the webshop. And you keep your finger on the pulse with AI, so I don’t have to stay quite as up to date myself. At the same time, you hold on to the areas where a person adds the most value."

Rune Fabricius Owner of Foliekniven

The solution

Native specialists. Local answers

Our native specialists now handle customer service for Denmark, Sweden, Norway, Germany and the international shops, on every channel.

AI tags every conversation, so we can spot when a topic starts coming up more often. We share that with Foliekniven, and they use it to improve the webshop. A simple feedback loop that means fewer repeat questions. Read more about how our native specialists work and how they support our clients.

When Foliekniven launched in the Netherlands and France in 2026, we took over customer service by email in both markets. But our native specialists do more than answer the phone. They also look at the webshop through local eyes and point out what doesn’t feel right for their market, so the shop fits the customers it is selling to.

We also help Foliekniven improve the webshop itself. The contact page now guides customers to the chatbot first, so simple questions get answered straight away. Next, we’re making the product pages for furniture film easier to understand for private customers.

Results

Help around the clock. More time for the business

The goal ahead is for half of all questions to be solved automatically, including the daily parcel reminders. Alongside that, we keep working on making the shops clearer for private customers, with a special focus on Norway and Sweden.

The chatbot now resolves 20% of conversations

41% of the chatbot's resolved conversations happen outside opening hours

73% of all questions come before the purchase. The chatbot answers the repetitive ones straight away

Foliekniven gets regular feedback on what customers ask about, and uses it to make the webshops better

Growing like Foliekniven?

Do you want to discuss where your business could benefit from a fresh perspective? Book a free 30-minute call with me. I will help you identify where to start, uncover opportunities for improvement, and show you how smarter AI solutions can create a better customer experience.

Max Riis Christensen CEO, MakesYouLocal

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Product highlight

Automated customer service

Foliekniven’s chatbot is built by our tech specialists on their own product manuals. Self-adhesive film is not a simple product. Customers want to know which film suits their surface, how to apply it and how much they need, and they want to know all of this in the pre order phase = before they buy.

The chatbot now handles the repetitive questions. When a customer needs more than that, it hands them over to a native specialist. Every time that happens, we look at why and fill the gap. That is how it went from solving 14% to 20% of conversations in a few months.

It also works when the office is closed. 41% of the conversations it solves happen outside opening hours. As Rune puts it, we keep track of what is possible with AI, so he does not have to, and we keep people in the conversations where they make the biggest difference.

How Foliekniven automated customer service in seven markets

A small team. Seven webshops

Native specialists. Local answers

Help around the clock. More time for the business

Growing like Foliekniven?

Automated customer service