CX Technology Partner
Your support infrastructure has more potential than you're getting out of it.
I'm Fabien Monnier, and I work with high-volume support teams on the areas platforms do not cover well: routing, integrations, internal tools and AI in production.
- 3,000 chats/week handled by an AI agent, 80% satisfaction
- 35% lower email handling time
- 100K+ customer conversations handled by systems I've built
Trusted by
Use cases
A look at recent projects across different industries and platforms.
CX in 2026
Powerful tools, poor fit.
CX platforms are feature factories, but they're rarely adapted to your specific workflows. Your team ends up adapting to the software instead of the other way around.
AI is everywhere, but barely useful.
Built-in AI features are disconnected from your actual data, or wildly overpriced. You end up paying for AI capabilities that nobody on your team actually uses.
DIY or overpay. No middle ground.
Many agencies deliver solutions limited to what the platform offers out of the box, at a price that doesn't always match the value delivered. Between trying to hack it together internally or burning your CX budget on generic consulting, the right option is hard to find.
Here's how I solve it.
Three ways to work together
The right starting point depends on your situation: understand what is slowing the team down, build a new system or improve what is already running in production.
Diagnostic
Operational review
A review of ticket samples, routing rules, automations and agent workflows. The result is a clear list of issues and improvements, ranked by impact.
Scope and price agreed after an initial call
Custom support system
Automation, integration or internal tool
An assignment engine, a Zendesk app, an AI workflow connected to Shopify or a tool built around the way your team operates.
Projects from €10K
Ongoing partnership
Production support and improvements
Monitoring, maintenance and regular improvements as the team, products and workflows change. The monthly plan includes a defined amount of engineering time.
Monthly plan based on the support required
What Gem CX projects cover
The strongest systems connect the helpdesk with customer data, operational workflows and the controls needed to run safely in production.
AI inside the agent workflow
Autonomous conversations, reply drafts, classification, order lookups, quality control and escalations. One deployed agent handles 3,000 chats a week at 80% satisfaction.
Commerce and support data together
Orders, tracking, refunds, warranties and product catalogues connected to tickets and support workflows.
Operations managed in real time
Assignment, agent capacity, live queues, appointments and callbacks visible and actionable as work arrives.
Systems built for production
Test modes, human approval, idempotency, retries, logs and alerts for workflows the operation depends on.
Platforms & tools I work with
CX Platforms
Automation & AI
What clients say
“Fabien was instrumental in building a 360° Customer Service tool that played a key role in getting our startup off the ground. His commitment, availability, and proactive support were exceptional throughout the entire project. I can't recommend him highly enough. Truly outstanding work!
Javier de Llano Pimentel
Co-founder
“Fabien possesses a remarkable talent for transforming complex ideas into user-friendly, functional applications. From our initial consultation to the final product delivery, professionalism and attention to detail were evident every step of the way.
Henri Timmerman
Founder
“Fabien has been leading our Customer Service in an impeccable way: the Team has been successfully managing hundreds of thousands of conversations, scoring consistently an impressive 4.7/5 on Trustpilot. His proactiveness in innovating Customer Service with technological solutions impressed me favorably.
Luca Liboa
General Manager
10 years in customer service
Every engagement is led directly by Fabien Monnier, with 10 years of experience across support team management and engineering for customer service. Based in France, I work with teams across Europe, the US and Canada.
Here's the path.
First mission: deploy Odoo end-to-end across a startup. Sales, inventory, logistics, HR, accounting, all connected. Same method I use today, applied to CX departments.
Joined a fast-scaling e-commerce brand in Amsterdam as a support agent. That's where I realized how much engineering CX actually requires.
Promoted to CS Manager. 11 agents, 60,000+ conversations/year, Trustpilot from 3.8 to 4.6. Three years learning what breaks at scale, and exactly why.
Went independent. Started helping e-commerce and SaaS teams configure Zendesk, Freshdesk, and Intercom properly from day one.
Tools were configured, but the operational layer around them was fragile. Built custom apps to replace the spreadsheets that were breaking down.
Scaled to multi-system integrations: APIs, webhooks, Make.com. Turned isolated tools into connected operations for 20+ support teams.
Building done-for-you solutions that go where CX platforms stop: AI classifiers, auto-assignment engines, chat queue apps. Designed to run on their own from day one.
FAQ
Let's talk about your support priorities.
Tell me about your environment, support volume and the areas you want to improve. I'll get back to you within 24 hours.