Case Study: Rakuten France improves customer care knowledge sharing with Mayday

How has Rakuten France decompartmentalized its customer service knowledge?

The customer, Rakuten France, faced significant challenges in managing and disseminating consistent customer service knowledge between its in-house team and an outsourced team in Madagascar. With only 3% of procedures available and updated for the external team, training was complex and the tools were inadequate, leading to misalignment. The company sought a simple, scalable solution to centralize this knowledge and turned to the vendor Mayday for its internal knowledge base service.

The solution implemented by Mayday provided an intuitive, easy-to-use knowledge base that was quickly adopted by Rakuten's advisors. This broke down silos, improved the quality and speed of responses, and fostered better team alignment. The measurable impacts included reducing ambassador training time by one week (from three weeks to two) and achieving an 84% adoption rate by counselors. Mayday's tool also facilitated continuous content improvement and integration with everyday tools like Slack and Notion.

Rakuten

Loïc Peeters

Head of User Care