Market analysis
Understand your competition and lock in your positioning to succeed in your new market
BE KNOWN FOR GREAT CUSTOMER SERVICE
From €320/month
73% say customer experience is important when shopping online. Additionally, they want to do so in their own language. By outsourcing, you get a scalable, local, and high-quality customer service setup cheaper, than doing it in-house.
WHAT'S RIGHT FOR YOU?
OUR CUSTOMER SERVICE SOLUTIONS
Outsource your customer service to us, and we ensure that your customers have a great experience: before, during, and after they reach out. Our trained agents ensure professional and local customer service in every language we support. We focus on creating personalised experiences using the best available technology, making our solutions not only efficient, but most importantly, helpful for your customers.
- Full Customer Service
- Light Customer Service
- Automated Customer Service
All the channels, all the time
With our Full Customer Service solution you get customer service on all channels as well as a chatbot to automate frequently asked questions.
Your point of contact is a trained e-commerce manager, a resource for you to improve your processes in a given market.
In addition, you have self-service access to our AI-driven reporting tool, where all conversations are analysed, categorised, and translated to English, allowing you to improve processes from data, build dashboards for different departments, and stay on top of business.
Outsourced emails
With our Light Customer Service solution, you get local customer service by email, as well as a chatbot and an email filter to help automate a large part of conversations.
The reduced cost comes from removing the phone and live chat channel, making it perfect for exploring a new market with local customer service without breaking the bank.
At a reduced cost pr. conversation, we will switch out the local customer service team with an international team handling conversations by machine translating incoming mails and their replies.
Let technology work for you
With our Automated Customer Service product you get a tailored Chatbot and Mail Filter to make your own customer service much more efficient.
The technology is monitored by our own Automation Specialists, ensuring Chatbot and Mail Filter performance improves continuously over time.
By implementing both of these into your work, you can expect to reduce the work load for your agents by up to 50%.
- Full Customer Service
- Light Customer Service
- Automated Customer Service
All the channels, all the time
With our Full Customer Service solution you get customer service on all channels as well as a chatbot to automate frequently asked questions.
Your point of contact is a trained e-commerce manager, a resource for you to improve your processes in a given market.
In addition, you have self-service access to our AI-driven reporting tool, where all conversations are analysed, categorised, and translated to English, allowing you to improve processes from data, build dashboards for different departments, and stay on top of business.
Outsourced emails
With our Light Customer Service solution, you get local customer service by email, as well as a chatbot and an email filter to help automate a large part of conversations.
The reduced cost comes from removing the phone and live chat channel, making it perfect for exploring a new market with local customer service without breaking the bank.
At a reduced cost pr. conversation, we will switch out the local customer service team with an international team handling conversations by machine translating incoming mails and their replies.
Let technology work for you
With our Automated Customer Service product you get a tailored Chatbot and Mail Filter to make your own customer service much more efficient.
The technology is monitored by our own Automation Specialists, ensuring Chatbot and Mail Filter performance improves continuously over time.
By implementing both of these into your work, you can expect to reduce the work load for your agents by up to 50%.
COMPARE OUR SOLUTIONS
The quoted prices are standard and vary based on the specific tasks and procedures our agents must perform to ensure satisfactory handling of your webshop's customer service.
Monthly
Yearly
SAVE 15%
Automated
€320
/mo
€272
/mo
LIGHT
€420
/mo
€357
/mo
+ conversation costs
+ conversation costs
FULL
€740
/mo
€629
/mo
+ conversation costs
+ conversation costs
PREMIUM
CUSTOM
CUSTOM
+ conversation costs
+ conversation costs
Custom chatbot 24/7
Localised 24/7 chatbot developed by native e-commerce specialists trained in chatbot development and best practices
Smart mail filter
Smart email submission form that proactively answers questions before customer sends the email.
Weekly reporting
Email support
Service level agreement of 24 hours response times during weekdays.
Support team
Native*
Our agents will be native and reply in your customers' own languages, however, at a reduced conversational cost our international team can handle customer service using machine translation tools for customer service
Native
Our agents will be native and reply in your customers' own languages
Native
Our agents will be native and reply in your customers' own languages
Live chat support 9.00 - 21.00
From 09:00 to 21:00 on Monday - Thursday and from 09:00 to 16:00 on Friday
Native phone support 09:00 - 17:00
From 09:00 to 17:00 on Monday - Thursday and from 09:00 to 16:00 on Friday
AI Customer Insights
Access to Customer Insights platform which contains all conversations in every language, allowing to browse and filter to improve operational processes
Conversation routing
Strategic routing of conversations based on topic and urgency to improve conversion.
Dedicated E-commerce Manager
Ongoing feedback from a native E-commerce Manager from one of the markets you are in.
Monthly performance meetings
Meetings with your E-commerce Manager and Customer Success Manager regarding business development and process improvements.
Weekend mail and chat support
Live chat and email support from 10:00 to 15:00 on Saturday and Sunday
Tailored conversation routing
Tailored conversation routing based on your unique case, customer base, and conversation pool
FAQ and help page management
Management of help center content and continuous updating and optimisation based on customer service insights.
Qualitative feedback
We will dig deeper into customer feedback conducting quarterly customer interviews and provide qualitative insights to help improve your business.
Positive outreach
We will reach out to customers that have provided low satisfaction ratings or written bad Trustpilot reviews to understand why and improve experiences.
COMPARE OUR SOLUTIONS
The quoted prices are standard and vary based on the specific tasks and procedures our agents must perform to ensure satisfactory handling of your webshop's customer service. The pricing is excluding costs pr. conversation which are applied in Light, Full and Premium.
Monthly
Yearly
SAVE 15%
AUTOMATED
€320/mo€272/mo
Custom chatbot 24/7
Chatbot created and monitored by our in-house e-commerce specialists
Smart mail filter
Smart contact form which deflects emails in a way that is not annoying
Weekly reporting
LIGHT
€420/mo€357/mo
Everything from Automated plus...
Email support
Native support team
Optional: Have an international team answer conversations rather than a native team at a reduced pr. conversation cost.
FULL
$740/mo$669/mo
Everything from Light plus...
Live chat support
09:00-21:00 on weekdays (Friday until 16:00)
Native phone support
09:00-17:00 on weekdays (Friday until 16:00)
Customer Insights access
Access to your data in our self-service platform that categorises all conversations with AI
Conversation routing
Conversations prioritised based on subject and urgency
Own e-commerce manager
An e-commerce manager from one of the markets you are in will be your contact person and sparring partner at MakesYouLocal
Performance meetings
Monthly performance meetings with e-commerce manager to help improve processes
PREMIUM
Custom pricingCustom pricing
Everthing in full plus...
Weekend support
Weekend support by chat and email
FAQ management
We will handle the management of your FAQ pages and Help Center
Customer feedback
We will conduct quarterly interviews with your customers and provide you with qualitative feedback from them
Positive outreach
We will reach out to customers that have provided bad CSAT scores to lean more about their experiences
WHAT HAPPENS WHEN YOU OUTSOURCE CUSTOMER SERVICE?
Motatos outsourced all their customer service. 20% of it is fully automated - the rest is just really good
OUR APPROACH
GREAT CUSTOMER SERVICE IS...
Local teams
Teams speaking more than 20 languages ensures your customers can always speak their mother tongue when they need help.
Best technology
Our setup is scalable and uses the best available customer service technology.
14 years experience
We have helped companies in most industries succeed with customer service abroad.
DID YOU KNOW...
CUSTOMER SERVICE CAN IMPROVE YOUR BUSINESS
You will always have access to all your customer service data in a self-service format. All conversations are analysed and categorised continuously by Artificial Intelligence in our Customer Insights Platform allowing you to get to the root cause of pressing issues quickly, and improve your processes based on customer feedback. Hear more in the demo video right here!
SOME OTHER THINGS...
FREQUENTLY ASKED QUESTIONS
What is your answer time?
We offer 24 hours answering times across all of our teams during weekdays, and we take care of adjusting our resources to handle peak times.
Which languages do you support?
We speak 20 languages across our four offices. We have our own agents employed from countries that speak these languages, and do thorough screening of our agents to ensure they speak, and write, the language at the highest level.
The languages we speak are: English, Danish, Swedish, Norwegian, Finnish, German, Dutch, French, Italian, Spanish, Latvian, Lithuanian, Estonian, Polish, Bulgarian, Hungarian, Croatian, Slovakian, Czech, Romanian, Ukrainian, and Russian.
Missing a language? Feel free to reach out anyway - we have partners all over the world who can help.
What about Facebook, Instagram, WhatsApp, etc.?
We can connect to your social media and alternative messaging accounts and answer your requests as well, as if they were completely regular chat messages.
We can also monitor the comment sections on your social media pages and reply to comments, boosting the engagement with your community.
How do I make sure you do it right?
We offer full transparency in the work we do. You have real-time access to the conversations we receive and our replies. You can easily translate conversations to English, so you can easily follow along in all markets.
You will also have continuous meetings with your dedicated e-commerce manager, who helps ensure product knowledge is present in the teams and that things are going according to your wishes and processes.
