France TV x Mayday: a rollout built with and for advisors

France TV, a major player in public broadcasting in France 

France Télévisions - also known as France TV - is a national programming company that oversees all public television activities in France, from production to broadcasting.

This major player in France's public broadcasting sector pays particular attention to the relationship with its viewers. The main mission of the customer service department is to respond to viewers' questions and comments about France TV's programs, services and platforms.

One of the major challenges for the customer service team is to provide fast, clear and precise answers, adapted to the nature of the request:

• For sensitive or complex subjects (legal, RGPD...), particular attention is paid to the accuracy of answers;
• The team also has to deal with user registration requirements on certain platforms (such as France TV & Vous), which can raise questions about user accounts and data protection.

Today, viewers can reach customer service via several channels:

• The France TV & Vous website ("Contact us" section) - mainly by e-mail ;
• Telephone;
• WhatsApp, Twitter, Facebook and more recently Instagram;
• Also postal mail, in line with its public service mission.

What's less obvious is that behind this service, there are just fifteen agents who absorb between 10,000 and 15,000 contacts every month. It's a real daily challenge, requiring the team to be highly organized, responsive... and above all, autonomous.

The aim is therefore clear: to enable them to process a maximum number of requests seamlessly, without relying on multiple intermediaries - while maintaining a high level of quality in the responses they provide.

Knowledge base and selfcare: modernizing information management

Before using Mayday, France Télévisions relied on a knowledge base integrated into its CRM, but this was difficult to access, not very intuitive and based on an obsolete system. More specifically, the interface was too archaic to allow efficient use of data: information had to be extracted manually, making the whole process tedious and inefficient.

It was against this backdrop that France Télévisions decided, at the end of 2023, to rethink its approach by adopting the Mayday intelligent knowledge base. 

Since then, the group has added another Mayday product to its range: selfcare, an intelligent FAQ designed to empower viewers and optimize their experience.

Mayday: a concrete response to challenges in the field

Mayday quickly won over the customer service department thanks to its modern, intuitive interface, tailored to the needs of field teams. Today, the knowledge base is centralized, easily accessible and fluidly fed, which represents a significant change in the day-to-day life of our advisors.

On average, the call center team consults between 5,000 and 7,000 pieces of content per month, proving that the tool has really taken root in their practices.

"Our call center teams handle between 10,000 and 15,000 contacts per month. With limited resources, we needed a tool that was both practical and efficient, and perfectly adapted to our business realities. The objective was clear: to make our advisors' day-to-day work easier, improve response quality and optimize each interaction ", explains Stéphane RUIZ, Deputy Head of Customer Service at France Télévisions - Direction du Marketing Relationnel.

Hand in hand: a team-driven transformation

Deployment went smoothly and intuitively. The knowledge base was built hand-in-hand with the call center agents, a real feature of the project. This ensured that the content was adapted to the needs of the field.

In less than a month, everything was in place. Despite the sometimes tedious initial work (reworking, sorting, simplifying), the team was able to get straight to the point, leaving no room for interpretation. Mayday then provided training for three referents, who then relayed the training internally.

Objective: to set up the new knowledge base and FAQ before the Olympic Games are broadcast!

"Working with Mayday is a pleasant experience, supported by a young, attentive team. Their approach is in stark contrast to that of more traditional groups, and it's a natural fit," says Stéphane RUIZ, Deputy Head of Customer Services at France Télévisions - Direction du Marketing Relationnel.

Today, the majority of our advisors use the Mayday add-on, directly integrated into their work environment. The result: instant access to information, smoother business processes, real time savings... and cost savings.

Save time, improve efficiency, and get real commitment from your teams

Thanks to Mayday, France TV has embarked on a real transformation in its knowledge management. The adoption rate has averaged 90% over this first year of use by advisors, and feedback from advisors has been very positive.

Collaboration between the different levels (service providers and in-house) has become much smoother: feedback is passed on directly, enabling us to respond more quickly and avoid unnecessary escalation. As a result, the team is able to concentrate on more substantive issues.

"We keep a close eye on how our call center agents use the tool: the content they consult, the number of times they go through the FAQ, and above all the feedback they leave - especially when a form doesn't meet their expectations", explains Stéphane RUIZ, Deputy Head of Customer Service at France Télévisions - Direction du Marketing Relationnel.

The internal benefits are clear: time savings, shorter average processing times, greater efficiency, fewer escalations and real commitment from teams at all levels.

"Mayday's support is regular and responsive. We often receive suggestions for improvement, and there's real follow-up. The CSMs are present, we have frequent meetings, and we feel we're being listened to. It's not just a tool we use on our own, there's a real link with the Mayday team", concludes Stéphane RUIZ, Deputy Head of Customer Services at France Télévisions - Direction du Marketing Relationnel.

Like France TV, opt for a simple, intelligent, AI-powered knowledge base: contact Mayday today.