The omnichannel knowledge base that boosts your customer service
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With Mayday, your knowledge is centralized, harmonized and intelligently redistributed internally in your contact tools or externally in an intelligent FAQ, where your users need it.
Omnichannel knowledge:
the right knowledge, in the right place, at the right time
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Elevate your customer relationships with the power of knowledge
Manage internal knowledge for support agents
and external knowledge for customers on your website.
Internal knowledge base
20% of your agents' time is wasted searching for information. With Mayday, your knowledge is centralized, in an intuitive format, and distributed in your agents' workspace to increase their comfort and productivity.
Help Center (FAQ)
73% of customers want the ability to find information on their own without having to contact support. With Mayday, your knowledge is brought together in an interactive format and accessible in an intelligent FAQ at any time.
Internal knowledge base
20% of your agents' time is wasted searching for information. With Mayday, your knowledge is centralized, in an intuitive format, and distributed in your agents' workspace to increase their comfort and productivity.
Help Center (FAQ)
73% of customers want the ability to find information on their own without having to contact support. With Mayday, your knowledge is brought together in an interactive format and accessible in an intelligent FAQ at any time.
Clients who have adopted Mayday solutions observe on average :
24% productivity gain on ticket resolution
Your agents find the right knowledge in a blink of an eye.
48% training time decrease
Get your new agents up and running twice as fast.
40% incoming tickets decrease
Customers can solve their product or service issues on their own.
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18% CSAT improvement
Customers receive prompt and relevant answers.
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For the 5,000 Fnac Darty employees in call centers, stores, workshops or at home, the tool saves precious time and represents a guarantee of efficiency and additional satisfaction for our customers.
Mayday brings a clear and reliable knowledge to customer services thanks to a simple administration and a whole series of performance indicators.
It is Mayday's interest to give advisors time to focus on customers rather than seeking knowledge, thus optimizing this ratio between time spent in production and time spent useful to the customer.
We noted a clear enthusiasm from our customer support agents for Mayday, that we haven't noted for other tools, mainly because of its ease of use.
Mayday allows, thanks to its Google Chrome extension, to have on the same screen the conversation with the customer and the knowledge base.
For the customer support team to be responsive, the knowledge base must be accessible and up to date. That's where Mayday comes in !
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The first reflex is to ask your neighbor... who is also new! Consequence? Wasted time and stress. Now, customer reps use Mayday and quickly quickly the answer.
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On the customer service side, the customer reps navigate easily in the tool, integrated in their interface. On the admin side, adding a large volume of knowledge on Mayday is very simple, fast and intuitive. A real all-in-one solution!
Decision trees allow new customer reps to find solutions to either simple either complex cases.
The advantage of Mayday for Colissimo Post: a tool that centralizes everything! For the editors: the harmonization of their content writing rules. For the advisors: a fast access from their workstation, integrated to the browser and the CRM.
Mayday allows us to optimize and simplify the access to the resolution procedures brought to our customers, by centralizing them.
It's as easy as that : you have a question, you go to Mayday.
The implementation of Mayday knowledge base is one of the most effective projects I have ever seen implemented. And the result is totally up to our requirements ! I recommend and have already recommended !
Mayday is simple, complete and intuitive! Our employees immediately handled the tool and it allowed us to quickly and significantly boost our customer service level and optimized communication with our providers.
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Mayday is a great tool to have really strong teams and a product with a lot more self serve !
The secret sauce of Mayday's knowledge management?
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Centralize
Sharepoint, Wiki, intranet, documents...
The multiplication of tools can seriously hinder knowledge management.
Bring all the business knowledge together in a single solution and make Mayday knowledge base the unique source of truth for all your collaborators.
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Harmonize
Ensure up-to-date and consistent knowledge across the company, which is more easily consumed by agents and provides a quality answer to the end customer.
Goodbye Powerpoint, PDF or Word. Welcome to interactive articles and decision trees.
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Deliver
Knowledge that is easy to find, even in the middle of a customer interaction, because it is delivered directly into the advisor's workspace.
AI-enhanced search engine and intelligent content suggestions to increase the speed and quality of your responses.
Discover the power of an omnichannel knowledge base
Your knowledge base available across all your channels becomes the unique source of truth for your company and responds to numerous use cases.
Omnichannel knowledge base
Centralize all your knowledge in a single platform for your customer agents to guarantee the quality and speed of your service.
FAQ / Selfcare
Create a branded FAQ to give your customers the ability to find solutions to simple problems on their own and offload your customer service department with our help center software.
Decision tree
Structure your processes or complex problems in the form of decision trees, or diagnostics, to facilitate decision-making by your agents or your clients.
Onboarding, Training and Remote Working
Ease the onboarding of your new recruits, even remotely, by offering a complete and up-to-date knowledge base, by communicating news through a notification system or by collecting their feedback.
Helpdesk Booster
Boost your contact, ticketing, chatbot, calling, CRM tools, by delivering your knowledge in a contextualized way via intelligent suggestions and a search engine available at any time.
Your knowledge where you need it !
Mayday integrates with all your tools in one click.
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Our three pillars to ensure your success.
A team of experienced Knowledge Managers dedicated to your success
Knowledge audit, best practices sharing, knowledge management training, custom roadmap... You are closely accompanied by our Knowledge Managers, who make sure you reach your goals and that your knowledge base is optimized!
Plug & play integration and express knowledge import
You want to increase the performance of your teams and your customer service with a Mayday knowledge base but don't have the time or resources to take care of it ? Good news, beyond our team of knowledge managers, Mayday has automated importers. Retrieving your knowledge is a breeze.
The highest standards of safety and compliance at your service
Mayday does not need any personal data to operate, only business knowledge. Your knowledge is key, which is why we apply the highest standards of security (ISO27001) and compliance. All data is encrypted in transit and at rest, stored in the EU and backed up in the EU.