Mollie processes billions in payments annually for over 250,000 businesses across Europe. Every payment matters. Every question needs an answer. Every issue needs resolution, fast.
Support at European Scale
Mollie serves over 250,000 businesses across Europe and the UK, providing support in multiple languages. Merchants expect fast, accurate responses regardless of whether they're asking about transaction status or troubleshooting complex API integrations.
The support challenge at Mollie goes beyond volume. Payment support requires deep knowledge of technical integrations, compliance requirements, and financial regulations. This level of complexity demands more than a simple FAQ bot.
What Open Does
Today, Open handles over 60% of Mollie's support volume across email and chat. It answers questions in Dutch, English, German, French, Spanish, Italian, Portuguese, and Polish.
The AI handles transaction status inquiries, refund processes, account verification, failed payment troubleshooting, and integration questions. When something requires human judgment or falls outside its knowledge, it escalates with full context.
Merchants get answers in seconds, 24/7, in their language. The support team focuses on complex merchant issues and improving the product based on support insights.
The Results
Today, Open powers the majority of Mollie's customer support:
| Metric | Impact |
|---|---|
| Automation rate | 60%+ |
| Support coverage | 24/7 in 8 languages |
| Response time | Under 30 seconds |
| Channels covered | Email and chat |
The support team evolved from answering repetitive questions to solving complex merchant issues, building better documentation, and improving product flows based on support insights.
The Impact
60%+ automation across email and chat means Mollie can scale support without scaling headcount proportionally. 24/7 coverage in 8 languages means merchants get help when they need it, regardless of time zone or language.
The support team evolved. Instead of answering "Where's my payment?" for the thousandth time, they solve complex merchant issues, improve documentation, and work with product teams to fix underlying problems.
For merchants, support just works. Questions get answered. Problems get solved. In their language. At any time. That's what matters.
