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How Les Deux kept their standard - while expanding into new markets
From English workarounds to proper local support in France and Germany. Expanding fast, without letting customer experience fall behind
A brand with momentum
Customers who expect more
Les Deux has built a strong following across Europe. The brand has a clear identity, a loyal customer base and serious growth to back it up. But that kind of momentum brings pressure - especially when it crosses borders.
Expanding into France and Germany meant taking on customers who expect to be met on their own terms. Not just in their language, but with the kind of responsiveness and clarity that reflects the brand they chose. At the time, customer service in both markets was handled in English, with AI translation covering email. Replies went out. Tickets were closed. But it was not a setup built to match the brand's ambition in those markets.
As order volumes grew and contact drivers became more varied, it became clear that keeping the same standard across markets required a different approach.
“We chose MakesYouLocal because they felt like a trustworthy partner with the right competences from day one, and they quickly understood what we needed in Germany and France. With local customer service and localisation support, we are now closer to our local customers and able to communicate in a much more relevant and effective way.”
The same high standard In every market
Most customer enquiries are the same five questions. The rest need a human. Les Deux now have a setup that knows the difference.
An AI front line handles the predictable volume - order status, returns, delivery updates - instantly, in French and German, around the clock. When a conversation needs more than that, it goes to a native-speaking agent trained on the full product range and familiar with the brand to communicate in a way that feels right to a Les Deux customer.
That combination means both markets are covered properly - without Les Deux having to build or manage a local team in either of them.
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