Transforming knowledge into customer experience: Parc Astérix's successful gamble

Customer service at the heart of the Parc Astérix experience 

Opened in 1989, Parc Astérix is now France's 2ᵉ largest theme park, immersing visitors in the legendary world of Asterix and Obelix, the iconic heroes created by Albert Uderzo and René Goscinny. Combining conviviality, Gallic humor, sharing, authenticity and thrills, the park offers no fewer than 50 attractions and live shows for young and old alike. A truly immersive experience, it also offers the chance to extend your adventure in one of its 3 themed hotels, with 450 rooms, for a stay in the heart of Gaul of yesteryear.

Because a satisfying experience is the key to building customer loyalty, Parc Asterix's customer service plays an essential role. It is responsible for ensuring that the sales policy defined by management is properly applied, as well as for the quality of information provided on products, offers and services. Present at multiple points of contact (e-mail, chat, telephone, on site or via digital), the customer service department strives to offer the best possible experience to every visitor, whatever the chosen channel. 

Often the first human contact for customers, these initial exchanges and the information shared are decisive. With a team of 40 employees, this structure relies on the company's knowledge base Mayday's knowledge base and training platform, used by everyone according to their needs, to guarantee responsiveness, consistency and relational excellence.

We need to be able to respond to our customers within our deadlines, while ensuring the quality of the information we provide is up to date and relevant," explains David Lunel, Parc Astérix Contact Center Manager. It has to be up-to-date and relevant," explains David Lunel, Contact Center Manager at Parc Astérix.

 Unifying access to information: a strategic challenge  

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Parc Astérix's customer service department had to meet a twofold challenge: respond to visitors within controlled deadlines, while guaranteeing the quality, relevance and up-to-dateness of the information transmitted. 

Customer satisfaction was paramount, even if this meant sometimes spending more time on an exchange, provided it was complete and accurate. As David Lunel explained to us, "I don't mind if an employee spends more time on the phone if, in the end, the customer is satisfied." A true Once and Done approach, where each exchange, no matter how long, must lead to a complete and definitive resolution of the customer's request.

But to achieve this objective, employees had to have the right tools, and in particular a reliable, centralized knowledge base, a real pillar of performance and satisfaction in a business that combines sales support, advice and follow-up.

Before adopting Mayday, information was scattered across a variety of tools, which were difficult to feed, prioritize and consult. This organization created disparities between people or channels: some employees wasted time looking for answers from their colleagues or managers, and the customer experience suffered as a result.

The choice of Mayday was a natural one: harmonize information, make it accessible at the click of a button, and enable every member of the team to offer a consistent, high-quality service.

"We were looking for a simple, effective and scalable tool to centralize information and make it easily consumable by our teams. Mayday has become our daily companion, providing us with the right information", explains David Lunel, Contact Center Manager at Parc Astérix.

3 months, and the magic potion (knowledge base) was ready 

As soon as the solution was chosen, the challenge was clear: to deploy the Mayday knowledge base before the start of the season and the arrival of all employees. " We developed the knowledge base in just three months, so as to be ready on time", explains David Lunel. Between two and three people were mobilized to update and structure the information in Mayday, a key task to ensure rapid and consistent adoption. 

A record deployment and a tool that has become indispensable... By Toutatis, Mayday has conquered the village!

What does the team particularly appreciate about the tool? The ability to easily consume knowledge thanks to a widget that can be superimposed on other applications, but also to push notifications directly to announce new articles or updates, like an internal chat, without having to resort to traditional messaging.

If we had to sum up their relationship with Mayday in three words: efficient, concise and friendly. As for the support they received: "We always had the right advice as we set up our business, and Aymeric, our Mayday consultant, was always available to help us.

Over 95% adoption and goodbye to post-it notes

"Given the 95%+ acceptance rate of the solution by contact center staff, there's no doubt that the Mayday implementation has been a success," says David Lunel, Contact Center Manager at Parc Astérix.

Thanks to Mayday, the Le Parc contact center team centralized all its business knowledge in record time (3 months as described earlier in this article). As soon as the roll-out was launched, a dedicated project committee, led by a dedicated project manager, met every week. Prior to this, meticulous work was also carried out, including the creation of a directory centralizing all existing information, enabling content to be efficiently structured and categorized before the solution was implemented. Two good practices to follow!

What's more, this gain in speed is matched by greater consistency and accuracy, even on the most complex subjects. Fleet agents no longer doubt the veracity of the information provided, and when questions remain, the integrated feedback system enables everyone to quickly point out shortcomings, inconsistencies or specific needs linked to their offers and products. A real asset for maintaining quality.

From post-deployment to customer excellence with Mayday

What they measure with Mayday is the quality of information transmitted to their customers. Detailed statistical reports give them precise visibility on content consumption, for example, who consults articles about Parc Astérix hotels or the latest ticketing offers. The ability to rate articles is also an important lever for their editors, enabling them to quickly identify information in need of improvement and update content accordingly.

With an adoption rate of over 95% by contact center staff, Mayday's success is undeniable. The tool has also helped to reduce training times, thanks to a single repository, thus facilitating the integration of new agents. 

A satisfaction survey was also carried out by Parc Astérix and Mayday to gather customer feedback on the tool.

• 76% of advisors find information faster than before 
• NPS: 62
• 8.9 /10: average score awarded to Mayday
• 4.2/5: greater autonomy thanks to Mayday
• 4.3/5: average rating given to Mayday features

Today, Mayday has become an indispensable tool that supports them in the continuous improvement of their customer experience.

"Thanks to all these new AI-based tools that will analyze interactions and knowledge bases, the customer experience will be increasingly automated and personalized. Our employees will be able to take advantage of these advances to anticipate and provide ever more relevant responses," concludes David Lunel, Contact Center Manager at Parc Astérix.

Mayday Academy: a new approach to training

The Parc Astérix contact center has also equipped itself with Mayday Academy, an interactive training platform (LMS) that enables customer services departments to train and accelerate the skills development of their teams. With this training tool, it is now possible not only to offer modules that can be accessed at any time, but also to track and precisely assess each advisor's progress.
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If you too would like to discover Mayday Academy and the Mayday knowledge base, schedule a demonstration of our knowledge empowerment software suite with our expert team now: https: //www.mayday.fr/rencontrez-nos-experts