Freshworks transforms the travel experience for MisterFly customers

When the travel industry came back to life after the pandemic, customer care teams for the online travel sales site MisterFly struggled to handle the surge in requests coming in through separate channels—email, ticketing, live chat, and chatbots. 

“All the communication flows involving our agents and clients were handled via different tools that were not integrated with one another,” says Timour Abo El Einein, business process manager at MisterFly. 

Recognizing the need to improve both operational efficiency and customer experience, MisterFly turned to Freshdesk for its ability to automate workflows (for tasks like plane ticket refunds), to integrate channels, and to improve efficiency in responding to inbound queries.

Freshdesk centralized all customer information and prioritized and qualified queries based on criteria such as flight times and connections. With Freshworks’ customer service solution in place, every ticket is now 100% qualified, providing agents with a comprehensive overview for faster and improved service.

Additionally, MisterFly began leveraging Freddy Copilot, Freshworks’ AI-powered assistant, to automatically produce summaries at the end of each customer interaction, facilitating quick updates for subsequent advisors.

The company

MisterFly, a key brand under the Digitrips group, is a Paris-based online travel service that manages about 750,000 passenger trips per year with 100 advisors in France and Belgium. It also offers a white-label service for a select number of travel partners. 

The challenge

Providing a timely, transparent, and user-friendly customer experience is at the core of MisterFly’s brand. Manual inputs required of service advisors were undermining MisterFly’s ability to respond to customers and manage time-sensitive matters like airfare refunds and hotel cancellations.

As the pandemic eased, inbound requests surged, overwhelming service advisors. MisterFly sought an omnichannel customer service solution that could integrate with its existing tech stack and enable better self-service options.

The solution

MisterFly quickly customized the Freshworks platform to meet their business needs, beginning with a system to track inbound requests and agents’ progress on tickets. 

“It took a lot of time to stop the hemorrhage here,” says Vincent Laham, marketplace project manager at MisterFly. “But once we got a view of the volume, we began working with IT to automate as much as possible.”

By categorizing inbound requests with multiple criteria, Freshworks prioritized queries and automatically directed them to the right agent. That proved especially useful during periodic spikes in demand, such as during an air strike. 

Freshworks Freddy Copilot provided an additional boost to agent productivity. By using the Summarize feature to recap previous customer interactions, every agent is better equipped to help customers more quickly. Freddy’s Rephrase feature also helps agents communicate the best way about a change in itinerary or a cancellation.

Impact

By adopting Freshworks’ generative-AI-powered omnichannel solution, MisterFly reduced operational costs. The quality and speed of the company's responses to customer inquiries have improved significantly year over year, with first response time shrinking from 13.5 hours to just over 3.5—as ticket volume doubled. 

Real-time analytics powered by Freshworks Neo Platform provided MisterFly with better visibility into its operations, enabling more responsive decision-making. And for travelers on the go, quick and accurate responses mean everything.