Marc Olivier Meunier

Marc Olivier Meunier

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Astra

After some time building my consulting practice, I decided to build something new instead. Met with my co-founder, Cris, and we started to build a new Online Brand Platform to upgrade the whole industry. We're learning a lot and growing fast. Find us at https://astraobp.com

Your Customer Journey Is Either Printing Money or Bleeding It. Which One Is Yours?

Your Customer Journey Is Either Printing Money or Bleeding It. Which One Is Yours?

What questions should you ask yourself in order to turn your customer journey into a money printing machine.

The Cost of the Wrong Support Team Structure

The Cost of the Wrong Support Team Structure

As businesses grow, customer support often turns into a bottleneck. If you are a C-level executive, you have probably felt the urge to "just add more people" when tickets pile up. But increasing headcount without a clear support team structure is like adding more firefighters instead of installing

Is Your Customer Support Strategy Driving Growth or Just Putting Out Fires?

Is Your Customer Support Strategy Driving Growth or Just Putting Out Fires?

As a founder and C-level executive, you might view support as a necessary expense rather than a profit center. But what if your customer support strategy could directly impact your bottom line? The reality is that most companies build their support operations reactively, adding headcount when queues get too long,

Adopting offshore for customer support

Adopting offshore for customer support

Outsourcing / 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

Choosing a BPO for offshoring customer support

Choosing a BPO for offshoring customer support

Selecting 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

Choosing a customer support platform

Choosing a customer support platform

Table of Contents This is a guide to help Customer Experience leaders, COOs or CEOs looking for a customer support platform or looking to switch to a new one. Below you will see a number of criteria to assess against your needs and a Google Sheet you can reuse to