Case Study: Medion improves support resolution rates with Mavenoid

Improving resolution rates through a customized & innovative support approach

Medion, Germany’s leading consumer electronics manufacturer, needed a better way to streamline support data across hundreds of products and improve self-service for customers. Medion turned to Mavenoid and its Product Assistant to organize scattered support information, uncover common issues, and better understand what customers were searching for and where support gaps existed.

Mavenoid implemented a customized Product Assistant for Medion, including deep product analysis, natural language understanding, decision support, and a resource library, all built in Medion’s native German. The result was a 32% resolution rate, a 7% escalation rate, and 71% positive ratings, giving Medion a more personalized and effective support experience for both customers and agents.

Medion

Thomas Heiermann

Managing Director, After Sales Service