Mayday
Mayday is a French knowledge-management suite for customer service teams. Its four modules Knowledge, Selfcare, Academy and AI centralise scattered procedures and push the right answer directly into the CRM, ticketing, chat and phone tools that agents already use.
What is Mayday?
Mayday is a knowledge-management suite built specifically for customer relations, published by the French company Mayday, a SAS based in Boulogne-Billancourt. The company was created on 3 January 2020 and the product launched in May 2020. The site positions it as the first all-in-one intelligent and omnichannel knowledge base, and claims more than 150 corporate customers.
The suite comes in four modules. Mayday Knowledge is the internal base advisers consult. Mayday Selfcare turns the same material into a public FAQ or help centre, customisable and indexable, with self-resolution tutorials and embeddable knowledge capsules. Mayday Academy reuses it again as training modules with quizzes, practical cases and gamification. Mayday AI runs across all three: long or short summaries, conversion of an article into a checklist or into a decision tree, spelling correction, tone-of-voice improvement, automatic translation, article generation from an uploaded file, content merging, gap detection, and an Ask function for querying the base in natural language.
What sets the product apart is distribution rather than storage. Mayday plugs into fifteen named CRM, ticketing, chat and telephony tools, and a Google Chrome extension puts the customer conversation and the knowledge base on the same screen. By scanning the content of a ticket, Mayday identifies the knowledge the adviser needs to answer, while interactive decision trees walk agents and customers through a procedure step by step. Semantic analysis flags duplicates and related content so the base does not rot.
Administrators get a dashboard on searches and content performance, obsolescence alerts, granular roles and permissions, real-time notifications with open rates, and user feedback managed on a kanban board. The software is not the whole offer: a team of Knowledge Managers runs audits, training, monthly reviews and action plans, and importers pull in what already exists.
The site claims up to 24% productivity gains on resolution, 48% less training time, 40% fewer inbound tickets and 18% higher CSAT. Data is hosted on Microsoft Azure in Europe, mainly in Paris, with backups in France, and content and storage are unlimited with no effect on the licence price. Target sectors are banking, insurance, retail and e-commerce, tourism and mobility, public services, logistics, telecom, outsourcing, and software.
What it does
- Centralise business knowledge scattered across Drive, SharePoint, wikis and intranets using built-in importers
- Deliver the answer inside the adviser’s own tool: CRM, ticketing, chat or telephony
- Suggest the useful content automatically by scanning the ticket in progress
- Generate, summarise, proofread, translate and merge articles with AI
- Detect duplicates, related content and knowledge gaps through semantic analysis
- Publish a customisable, search-engine-indexable public help centre
- Train advisers with gamified modules built on the same knowledge base
When to use Mayday / When not to
A quick filter to help you decide if Mayday is the right fit.
When to use Mayday
- Customer service and contact centre directors who need one standardised set of answers, whether the team is one adviser or five thousand
- Large multi-site brands with huge procedure libraries: Fnac Darty runs 500,000 procedures for 5,000 people on Mayday, alongside references such as La Poste Colissimo, BoursoBank, Doctolib, Qonto and France Télévisions
- Outsourcers and outsourced contact centres that must get agents productive quickly on several clients’ processes
- Regulated French and European organisations in banking, insurance, public services or health that want their data processed on Azure in France and Europe
- Knowledge managers, technical writers and L&D teams looking for a single source of truth that serves agents, end customers and training at once
When not to use Mayday
- Buyers who need a published price to build a budget: no amount, currency or billing unit appears anywhere on the site, including the pricing page
- Anyone expecting self-serve onboarding: every path leads to a booked demo, and the site never states whether a trial or a permanent free tier exists
- Teams looking for a general-purpose company wiki: the product is scoped to customer relations, not to enterprise-wide documentation
- Developer-led or mobile-first teams: there is no public API documentation and no iOS or Android app, only the web app and a Chrome extension
- Non-French-speaking evaluators working alone: the site and its documentation are in French only, and the header’s EN switcher is inactive
How to use Mayday
A typical end-to-end flow, from setup to results.
- Book a demonstration through the “Meet our experts” page: it is the single commercial entry point, and every call to action on the site leads there
- Choose one of the three onboarding modes offered: complete autonomy, guided support, or Mayday taking the whole transfer over
- Bring in the existing documentation semi-automatically with Mayday’s importers for Drive, SharePoint, wikis and intranets, backed by the Knowledge Managers’ editorial work
- Plan a timeline proportional to volume: the reference given is Fnac Darty, 500,000 procedures for 5,000 people in roughly two and a half months
- Structure the base in the advanced knowledge editor, using the two knowledge formats and interactive decision trees
- Set granular roles and groups, then apply your visual identity: logo, colours, fonts, covers, corners, structure, and custom code on the public FAQ
- Connect Mayday to the tools already in place, chosen from the fifteen named CRM, ticketing, chat and telephony integrations
- Give advisers access through Mayday Desk, the Google Chrome extension, or directly from the integrated CRM or ticketing tool, and sign in at app.mayday.fr
- Publish the public help centre with Selfcare and build training modules with Academy from the same content
- Keep the base alive with obsolescence alerts, duplicate detection, the feedback kanban and the analytics dashboard; support answers Monday to Friday, 9am to 7pm, at support@getmayday.co, alongside a help centre of more than 75 articles
Pros & Cons
Pros
- Four jobs in a single product: internal knowledge base, public help centre, training and an AI layer
- Data processed on Microsoft Azure in Europe, mainly in France (Paris), with backups in France, which matters to regulated French buyers
- Fifteen named integrations covering CRM, ticketing, chat and telephony, plus a Chrome extension that puts the base beside the conversation
- Human support included alongside the software: a team of Knowledge Managers running audits, training, monthly reviews and action plans
- Unlimited content, storage and consultation, with no effect on the licence price
- Contractual reversibility, a 99% availability commitment 24/7 and daily backups: a complete export of Customer Data is returned within 45 days of the contract ending
- Numerous verifiable references in demanding sectors, from Fnac Darty and La Poste Colissimo to BoursoBank, Doctolib and France Télévisions, with GDPR handled in detail in Annex B of the terms
Cons
- No public price whatsoever: the pricing page carries a feature matrix by module and not a single amount
- No public information on a permanent free plan or on the length of any trial, so the real cost of entry is unknown before a sales conversation
- The site does not agree with itself on personal data: the pricing FAQ states that Mayday handles no personal data, only business data (your procedures), while the privacy policy and Annex B of the terms describe Mayday as a processor of personal data on its customers’ behalf
- ISO 27001 is announced as in progress, therefore not held at the date of review, and no exhaustive named list of subprocessors is published, only categories plus two named vendors
- No public API documentation, even though the product advertises integrations and the triggering of actions in third-party tools
- No iOS or Android application: access is web plus a Chrome extension only
- Nothing is said about whether customer data is used to train AI models or about an opt-out; the retention-periods section of the privacy policy is an empty heading; the site exists in French only with an inactive EN switcher, and “Lorem ipsum” placeholder text still sits in the Solutions and Industries menus
Pricing & Plans
No price is published. The pricing page sets out a feature matrix and carries no amount, no currency and no billing unit, and the same is true of every other page on the site, so no free plan and no entry price can be confirmed. Access runs through a commercial route: every call to action on the pricing page leads to the demonstration booking form, and a quotation follows. Two things are stated about what a licence covers. Content, storage and consultation are unlimited, and the volume held or read has no effect on the licence price. Payment is taken by card or direct debit, with bank transfer available to large accounts. The sign-up page invites visitors to start organising their knowledge free of charge, but says nothing about whether that means a time-limited trial or a permanent free tier.
- the offer is divided by module
- not by plan
- and no price is attached to any module
- internal knowledge portal for advisers
- integrated into the production tools
- public FAQ and help centre portal
- training platform connected to the knowledge base
- AI layer running across the other modules
- advanced knowledge editor
- two knowledge formats
- AI-augmented express search
- knowledge lifecycle management
- customisable content library
- user feedback and satisfaction
- content and user analytics dashboard
- multilingual management
Data, GDPR & hosting
A consolidated view of how Mayday handles your data.
GDPR overview
GDPR is treated in detail rather than in passing. The privacy policy (updated 8 July 2025) and the terms (updated 24 March 2025) cite Regulation (EU) 2016/679 and French law 78-17. The controller is Mayday, a SAS registered with the Nanterre commercial court under number 880915715, at 32 rue de Paris, 92100 Boulogne-Billancourt. A Data Protection Officer is appointed and reachable at privacy@getmayday.co or by post. Rights are listed article by article: information (13-14), access (15), portability (20), rectification (16), erasure (17), restriction (18), objection (21) and instructions for data after death; the CNIL is named as supervisory authority. Annex B of the terms carries Article 28 and 32 commitments, staff training and confidentiality, and customer audit rights. No Article 27 representative appears, and none is required of a French-established publisher. Transfers outside the EU rest on adequacy decisions, standard contractual clauses or Chapter V safeguards.
Who owns the data?
The terms draw a clean line. Article 8.1 states that the Solution itself, including all patches, workarounds, updates, upgrades, improvements and modifications, along with the trade secrets, copyrights, patents, trademarks and trade names attached to it, remains at all times the entire and exclusive property of Mayday, with nothing transferred to the customer; some components are open source. Article 8.2 keeps any idea, know-how or technique Mayday develops on Mayday’s side. Customer Data, on the other hand, stays with the customer: a complete copy is returned when the contract ends. Under the GDPR the customer is the controller and Mayday acts as processor, on the customer’s instructions.
Reuse rights
Two very different sets of data sit side by side. The knowledge a customer publishes in Mayday stays the customer’s to reuse: Annex B of the terms limits Mayday to processing user data on the customer’s instructions and solely to deliver the service, and adds that, the service being a product knowledge base, Mayday carries out no other processing of personal data relating to customers. A complete export is handed back at the end of the contract, so the content can be taken elsewhere without asking permission. Separately, as controller of its own website, Mayday collects identification data (surname, first name, email, postal address, phone), contractual data, connection data (logs, encrypted passwords), browsing data (IP address, pages viewed, date and time, browser, operating system, user ID, MAID), economic and financial data such as bank details, and the content of contact requests. Recipients are Mayday staff, categories of subprocessors (hosting, CRM, customer support, emailing, audience measurement, messaging, secure payment, invoicing, cookie management) and public or private bodies where the law requires it. One vendor is named outright: 6Sense Insights, Inc., in San Francisco, systematically analyses and evaluates visitors’ interaction behaviour, profiling B2B prospects from their IP address for account-based marketing on a legitimate-interest basis, with US transfers covered by the Data Privacy Framework, standard contractual clauses and a transfer impact assessment. Nowhere does the site say whether customer data is used to train AI models.
Data retention & training
Hosting summary
Microsoft Azure is the sole host. The privacy policy states that personal data is stored on servers located within the European Union; the AI page is more precise, saying data is processed only in Microsoft Azure data centres in Europe, and mainly in France, in Paris; the pricing page adds that the data centres are in France and that backups are located in France too. Mayday names Azure as the only subprocessor involved in its AI features. Published security measures include TLS 1.2 in transit, databases heavily encrypted at rest and requiring several keys, continuous replication, backups copied to different cloud hosts, and monitoring and alerting on access and modifications; the terms add a daily backup of Customer Data. Transfers outside the EU remain possible through third-party tools such as CRM, emailing or audience measurement, framed by an adequacy decision (Article 45), appropriate safeguards (Article 46, standard contractual clauses, binding corporate rules) or Chapter V; 6Sense transfers to the United States under the Data Privacy Framework and standard contractual clauses. Note that the public IP address resolves to a Cloudflare anycast node in the United States: that is the CDN edge, not where the data is stored.
Things to keep in mind
Risks and trade-offs to weigh before adopting Mayday.
- No public price at all: you cannot size a budget, compare offers or renew without going through a salesperson, and nothing on the site anchors what a fair amount would be
- The site says two different things about personal data. The pricing FAQ states that Mayday handles no personal data, only business data (your procedures), while the privacy policy and Annex B of the terms describe Mayday as a processor of personal data on its customers’ behalf. Both appear on the same site; worth having the contract settle it rather than assuming either one
- Nothing is published on whether customer data feeds AI model training, nor on an opt-out. What you upload is your operational know-how, so the silence is worth breaking before the base is filled
- ISO 27001 is announced as in progress on the pricing page, not obtained, and no exhaustive named list of subprocessors exists, only categories plus Microsoft Azure and 6Sense: ask for the current state rather than relying on the page
- The privacy policy section headed with purposes, legal bases and retention periods for personal data carries no content, so no retention period for personal data is actually published
- Over-reliance is a real risk with this class of tool: answers suggested automatically from the ticket, and articles generated, summarised and rewritten by AI, can gradually stop being questioned by the people using them. The site’s own counterweights, obsolescence alerts, duplicate detection, feedback kanban and Knowledge Managers, only work if someone is genuinely assigned to them
- Details worth verifying at contract time: the contact and support addresses run on getmayday.co, a domain distinct from the mayday.fr product domain; 6Sense Insights (US) profiles B2B visitors to the site from their IP address on a legitimate-interest basis, before you are even a customer; “Lorem ipsum” placeholder text remains in the site menus; and the public IP resolves to a Cloudflare anycast node in the United States, which is the CDN edge and not where the data lives
Setup & Integrations
Technical difficulty
Low on the technical side. Mayday is SaaS: nothing to install, access through the web app plus a Chrome extension, and connections handled by named native integrations, since no public API is documented. Integration is presented as plug and play, with importers pulling in existing content and three levels of assistance, up to Mayday taking the whole transfer over. The real effort is editorial (auditing, harmonising and structuring the knowledge) plus configuration: granular roles and groups, visual identity, custom code on the public FAQ. One extreme case: 500,000 procedures for 5,000 users in about two and a half months.
Deployment
Integrations
Behind Mayday
Fundraising
Social
Resources
All the official URLs gathered for verification and reference.
Frequently asked questions
How much does Mayday cost?
Where is the data hosted?
What security and compliance standards does Mayday claim?
Are subprocessors involved in the AI processing?
How long does it take to deploy an internal knowledge base?
How does migration from another tool work?
Is stored knowledge billed by volume?
Can the interface carry our own brand?
What service level is guaranteed?
What happens to the data when the contract ends?
Should you pick Mayday?
Six years in, Mayday reads as a mature product rather than a promise: more than 150 corporate customers, verifiable references at Fnac Darty, La Poste Colissimo, BoursoBank, Doctolib, Qonto and France Télévisions, and a scope covering the internal knowledge base, the public help centre, training and an AI layer in one suite. For a French or European customer service organisation, two arguments carry real weight: data processed on Microsoft Azure in Europe and mainly in Paris with backups in France, and a team of Knowledge Managers included beside the software, since the hard part of a knowledge project is editorial rather than technical.
The trade-offs are just as clear. Nothing about the price is public, so budgeting means going through a salesperson first. There is no public API documentation, which sits awkwardly beside a product advertising integrations and triggered actions in third-party tools. ISO 27001 is announced as in progress, not obtained. And the site says nothing about whether customer data is ever used to train AI models.
Three points deserve to be settled in writing before signing. Ask where the ISO 27001 certification actually stands. Ask for a clear position on model training and any opt-out. And ask the vendor to reconcile its own two statements about personal data: the pricing FAQ says Mayday handles only business data and no personal data, while the privacy policy and Annex B of the terms describe Mayday as a processor of personal data on the customer’s behalf. Both statements sit on the same site, and only the contract can settle which one governs.
Best suited to the customer relations department of a mid-sized or large organisation that is comfortable with a demo-led sales cycle and has someone ready to own the knowledge itself.
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