Marc-Olivier MeunierEverything and anything related to my work
Reading Time: 2 minutesI’m excited to tell you about Support from HEL, a community of customer support professionals! In February 2020, I was knee deep in Customer Support at Smartly.io and I was wondering why we didn’t have a community of Customer Support professionals that could gather and share insights. I was interested to grow my network, my […]
Reading Time: 16 minutesSelecting a BPO for outsourcing a customer support function usually goes through a Request for Proposal (RFP). An RFP can have varying degrees of detail, depending on the companies. For some, the quality control or the tooling may be more important, for some others the language coverage may be the clincher. Why using an RFP? […]
Reading Time: 9 minutesOutsourcing / offshoring? Same same. Don’t get caught up with wording. There is probably a subtle difference. But you are simply looking at paying another company to take care of the support function for you. A BPO is a Business Process of Outsourcing. It’s a company specialized in externalising a whole function. Adopting offshore for […]
Reading Time: 13 minutesThere are many aspects to consider when moving to a full blown 24/7 support setup. If you are starting from a regular 9am-5pm and you want to extend the hours to cover more time zones, that’s probably a separate exercise. Below, we are going to talk about moving from 24/5 to 24/7. When you are […]
Reading Time: 3 minutesI am Marc Olivier Meunier, a Customer Engagement Leader. My professional career spans over 20 years in both large corporations and startups. I’ve had success pouring oil on the fire of the advertisement technology company Smartly.io, before dabbling in consulting. First at Eficode, a DevOps consulting company, then as a startup advisor for companies like […]
Reading Time: 7 minutesEDIT: I have been now working at Smartly.io for 5 years. Going from 40 employees to more than 400 today. My mission today is to scale the way we do customer support to the next 1000 employees. Our ways of hiring have changed a lot. The story below is not really a good reflection of […]