Case Study: Ankorstore reduces contact rate by 10% with Mayday

How Ankorstore improved its operational efficiency by reducing its contact rate by 10% with Mayday

Ankorstore, a European B2B marketplace platform, faced challenges with dispersed and outdated information management across its teams. This lack of a centralized knowledge base made updates difficult and compromised access to reliable information for both customers and internal agents. To improve operational efficiency and ensure knowledge reliability, Ankorstore partnered with vendor Mayday to implement a solution.

Using Mayday's internal knowledge base and Mayday Selfcare service, Ankorstore created a centralized, intelligent FAQ in five languages. The implementation was completed in just three months. This solution led to a significant 10% reduction in customer contact rate, demonstrating greater customer self-service. Internally, agents provided consistent feedback to improve the knowledge base, enhancing overall productivity and establishing a new key performance indicator for customer self-resolution.

Ankorstore

Yannick Voit

CX Operation and Strategy Manager