Back to Press Releases Paris December 14, 2023

Freshworks Inc. (NASDAQ: FRSH) announced Misterfly, the online travel sales site and a key brand under the Digitrips group, has undergone a significant customer experience transformation through the adoption of Freshworks’ customer service suite. Chosen for its omnichannel approach, flexibility, and integration capabilities, Freshworks has empowered MisterFly to achieve cost reduction, faster response times, enhanced business visibility, and improved collaboration with customers.

Specializing in white-label online travel sales and management, MisterFly successfully handles 750,000 trips annually with a dedicated team of 100 advisors across France and Belgium. With a focus on meeting the expectations of customers seeking a seamless experience, MisterFly chose Freshworks for its omnichannel solution. Now, MisterFly efficiently manages 17,000 monthly customer requests, boasts a remarkable 99% chat satisfaction rate, and resolves inquiries in an average of 17 minutes. 

To optimize customer care, MisterFly is currently beta testing a new feature using generative artificial intelligence (AI). This innovative approach, leveraging Freshworks’ AI engine  Freddy AI, automatically produces summaries at the end of each interaction, facilitating quick updates for subsequent advisors. With Freshworks’ customer service solution, every incoming ticket is 100% qualified, providing agents with a comprehensive overview for better customer service. 

“Thanks to its customization features, Freshworks facilitated the rapid deployment of custom apps in just four months,” said Frédéric Pilloud, Digital Director at Misterfly. “These apps were designed to automate and integrate various processes with MisterFly's online business systems, encompassing the entire travel journey. Automatic categorization and qualification of requests enables efficient prioritization, providing a customer experience as intuitive as that encountered in the e-commerce sector.” 

"With the Freshworks solution, MisterFly's teams gain in working comfort and efficiency,” added Gabriel Frasconi, Senior Director of Sales for South Europe and DACH at Freshworks. “Freshworks is an easy-to-use omnichannel customer service software for conversational support and ticketing, supercharged with generative AI, that can grow with MisterFly's needs. We're delighted to have been able to enable them to optimally manage all their customer requests." 

About MisterFly

MisterFly is one of the brands of the DIGITRIPS group founded in 2015. Since its creation, DIGITRIPS has flown over 5 million customers for its partners on and offline travel agencies; tour operators, white labels and loyalty programs. Our teams build products, services and technologies used by our B-to-B customers to offer, book and manage travel services through API connectivity, white label or travel agency sales solutions. Our technology solutions include SAAS solutions for hotel distribution, travel agencies and TMCs.

About Freshworks

Freshworks Inc., (NASDAQ: FRSH) creates AI-boosted business software anyone can use. Purpose-built for IT, customer support, and sales and marketing teams, our products are designed to let everyone work more efficiently and deliver more value for immediate business impact. Headquartered in San Mateo, California, Freshworks operates around the world to serve more than 65,000 customers, including American Express, Blue Nile, Bridgestone, Databricks, Fila, Klarna, and OfficeMax. For the freshest company news, visit www.freshworks.com and follow us on Facebook, LinkedIn, and X.

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pr@freshworks.com