Your AI Frontline
Built for volume
Your team spends too much time on questions that never change - order status, returns, delivery updates. Response times stretch, and the cases that need a human end up getting less attention.
We manage an AI front line that handles the repetitive volume, leaving the high-value conversations for the human backbone.
With automated emails and a chatbot that anticipates what your customers need before they have to ask, the customer journey and help center feels considered from the very first touchpoint.
A managed solution
Best of both worlds
Your AI front line is often the first thing your customers meet when they have a question. So it needs to work, and it needs to sound like you.
We give you the complete tech foundation for it. A chatbot and automated emails handle your customer contacts, and a customer insights platform shows you what comes up across every conversation.
The AI works from your existing guides and product data. And it is built with localisation in mind, so customers in each market get answers about the delivery and payment options they know, in a tone that feels natural to them.
Anything outside its scope goes straight to our native teams, who know your products and how customers in each market expect to be met. We set the rules together with you, and we manage the rest. As your business grows, the solution can grow with it.
How to get started?We will help you choose the right fit.
AI when possible, humans when needed
Not every customer interaction should be automated. We start by analysing your actual customer conversations to identify where your automation journey should begin – and where a human touch is still the better solution. This analysis forms the basis for the solution we develop for you.
The result is a fully managed AI customer service solution:
You’ll receive a chatbot and automated emails that respond 24/7 in your brand’s style, across 21 European markets, in your customers’ respective languages. A specialist reviews performance every month, reports on what has been resolved, and expands the scope of the AI in line with your growing requirements.
To find out more about automation in customer service, read our guide: „7 lessons about AI in customer service“.
AI when possible means AI when there is a real reason to automate - when it results in better processes and a better experience for your customers. When you are ready to add native agents for the complex cases too, you move to our full managed service. Same team, no restart.
The human layer in your customer service is one of the most valuable parts of the customer journey. That is where a customer with a complex question gets help from someone who speaks their language and knows how things work in their market. But it only works if your team has time to give those conversations the attention they need.
The AI front line handles the routine questions, so your team gets that time back. And as your business grows, the setup grows with it.
- Fully Managed solution
"Using MakesYouLocal's technology and expertise, we managed to reduce customer service costs drastically without compromising on quality"
— Emma Bonelli, E-Commerce-Specialist, Sephora
Sephora
How Sephora automated their customer service with 73% satisfaction
Before building anything, we mapped the customer conversations to reduce friction in the customer journey. Product recommendation questions - roughly 35% of all automations - were redirected to Sephora's Beauty Hub rather than answered directly. Birthday programme enquiries, which differ by market, were automated with a 95% approval rate. Fewer contacts for the team and better service for the customers.
Frequently asked questions
Do you want to learn more about our automated setup?
A chatbot is an extension of your customer service - one that lives on your website and is available around the clock. It interacts with your customers via text, working as a virtual agent that can answer questions and guide them through the journey.
Unlike a generic tool, it carries your brand identity and tone of voice. It can even have its own name.
Beyond answering questions, a chatbot can also handle actions directly in the chat - like letting a customer start a return without picking up the phone. No queue, no closing time. A tailored experience that does not have the same constraints as a human on the other end of a line.
The more interesting question is not where the AI cannot answer - but where you do not want it to. Some conversations are too valuable to automate. A customer reaching out before a big purchase, a complaint that needs a real human empathy - those are moments where you want to set up rules, so you have control over the right elements of your customer journey. Read more about how we work with customer service here.
You set the rules. The chatbot hands over exactly where your customer journey calls for it. A chatbot should be a help, not a standard solution you apply everywhere.
The cost depends on how many markets you operate in and the volume of contacts you handle. For a fully managed setup every solution is different. We always start out with a talk of your current setup, and how we can help you.
If you want to learn more about how you can optimize your customer service you can read more about our CS review here.