Case Study: Hiflow achieves 46% higher customer service productivity with Mayday

Hiflow increases customer service productivity by 46%.

HiFlow, a leading French vehicle transport company, faced operational complexity due to its marketplace model involving four different stakeholders. This resulted in a high volume of support requests across multiple communication channels. Their customer service was divided into three specialized entities, creating a challenge for efficiently training agents and handling complex tickets while maintaining a high standard of operational excellence.

To address this, HiFlow implemented the Mayday knowledge base, integrated directly into their Zendesk platform. The solution involved creating detailed diagnostic paths for every potential issue, enriched with articles and quick-access answers. Mayday dramatically reduced new agent onboarding time by 80% and increased overall customer service productivity by 46%. The tool also provided advanced analytics, allowing HiFlow to prioritize and resolve the most impactful problems, leading to greater efficiency and customer satisfaction.

HiFlow

Nicolas Thouvenin

Operations Team Leader & International Rollout Manager