How Mirakl Transformed Customer Support with AGO
Key Results
Company Overview
Mirakl is a leading enterprise marketplace SaaS platform provider with $160 million in annual recurring revenue and over 750 employees worldwide. Their platform powers major online marketplaces for brands like Decathlon and Leroy Merlin, offering marketplace and dropshipping solutions along with complementary tools for retail media and payment services.
Challenge
With a 30% yearly growth, Mirakl faces challenges in scaling their customer support operations. They have a growing volume of customer inquiries and a need for multilingual knowledge sharing across regions while trying to maintain consistent response quality without costs spiraling out of control.
Juliette Hendouze, Director Customer Services
A partnership built on expertise, fluidity, and genuine collaboration
"What stood out to us in this collaboration with AGO was their high level of flexibility and responsiveness throughout the project. They adapted quickly to our constraints, with communication that was always smooth and efficient. Their dual expertise in both technical and functional areas was a real asset. It allowed us to move fast while staying fully aligned with our business priorities. But what we appreciated most was their co-construction mindset. We truly felt heard and involved, treated as a full partner at every step. That posture is rare and all the more valuable because it fosters both trust and efficiency."
A rapidly evolving product, built for complex challenges
"AGO’s product has evolved significantly over the past few months, especially when it comes to level-one automation. We’re now able to effectively delegate the handling of the most basic requests, which translates into a real operational gain. And all this in a particularly complex environment: we’re a B2B software vendor, with highly varied use cases and demanding standards. AGO was able to adapt their solution to this reality, really understanding our business specifics and addressing them precisely."
Concrete impact for both our clients and our teams
"On the client side, we’re already seeing meaningful changes in usage. Some clients have fully integrated our digital agent into their daily routines. Whenever a question comes up or there’s an internal discussion, their reflex is to turn to the agent, a clear proof of the perceived value. Internally, adoption is growing too. Teams use the agent to draft emails, interacting with it to generate first versions. This saves real time, allowing human effort to be refocused on higher-value tasks—like handling the specifics of each client context at every stage, something only a human can truly understand and interpret accurately."
Unified AI search + answer for Mirakl documentation
Thanks to AGO, Mirakl was able to get a complete help center with:
- AI assistants that answer questions in any language
- a powerfull AI search to help users finds the right document.
It's like Perplexity for Mirakl's documentation: a combined search-and-answer platform.
AGO's interoperable architecture enables deep integration with Mirakl's IT system
- Data Pipeline
A pipeline for Confluence, Madcap, and GitHub JSON files retrieves all the data needed to answer user questions.
- Security & Permissions
It uses Mirakl's authentication and leverages its permissions system to deliver the right documentation to each user type.
- Human Handoff System
AGO's handoff lets customers trigger a Zendesk ticket in Mirakl's system when AI can't resolve an issue, preserving workflow integrity with zero friction.
More than a platform, a true partner in success
Beyond delivering the platform, we partnered with Mirakl to:
- Upskill their teams on practical GenAI capabilities
- Coach them on crafting LLM-optimized, human-friendly documentation
- Drive continuous improvement through systematic problem analysis
Result
The implementation of AGO's solution
What Users Say
"I love One Help, I'm using it every time I have a question and systematically before opening a ticket. The answers are precise and very efficient. Congratulations to the whole team"
Mirakl Customer
Marketplace Operator
"We use One Help as our first line of support. It efficiently answers most of our initial questions and helps us identify and address any gaps or inconsistencies in the documentation, greatly improving our overall user experience."
Alice Henry
Manager, Technical Support @Mirakl
"I love it. I think it's the best thing you have released so far along with the search bar"
Marketplace Operator
Mirakl Client
"Je suis avec showroom et ils adorent le One Help ! Ils m'ont dit que c'était super intuitif et que les réponses étaient tops."
Candide
Marketplace Consultant at Mirakl
"I just wanted to say that Mirakl One Help has been pretty helpful for me over the past few days! I got clear answers with a good level of detail, and in the languages I needed for my emails (Italian & Spanish)"
Support Team Member
Mirakl
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