×
8 webshops, 1 customer service setup: how Open24 scaled with natives and automation
The Lithuanian shoe retailer with more than 2,000 models now offers native service in five languages, backed by chatbots that handle order tracking and returns on their own
Growing fast
across borders
Open24 launched in Lithuania selling shoes. It now carries more than 40 brands and 2,000+ models. The model worked, and expansion followed: Latvia, Estonia, Poland, Czechia, plus seven Crocs franchise stores and separate Crocs webshops in three of those markets.
Growth across five countries brought a problem. Customers expect answers in their native tongue. A Lithuanian agent cannot answer a Czech customer's return question the way a Czech-speaking one can. Getting that wrong costs trust fast in e-commerce.
Volume was not constant either. Open24 has clear seasonal peaks, and covering them across five languages was starting to wear on the internal team.
Open24 needed a different conversation: not more hires, but a setup where native specialists know each market well enough that the mistakes do not happen in the first place, and the internal team gets its time back for everything else.
"With MakesYouLocal we can rest assured our current customers are in safe hands, allowing us to focus on developing our business further"
Native specialists
Backed by automation
Native agents cover email, phone and chat across all eight webshops, each in the customer's own language.
Chatbots handle the repeatable part. Order tracking, return questions, the things customers can solve themselves if the answer is fast enough. That is time back for the native team, spent on conversations that actually need a person.
The result is not fewer people. It is the right people, on the right conversations, in every market at once.
Could this be your setup?
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.
more cases
See all cases →
