Freelancer profile translated to English.
Back to original languageAbout Yoann
Hello, I'm Yoann, founder of Bridge Ops, an agency 100% dedicated to customer service automation.
Customer Service & AI Expert, Crisp IM Partner, I help companies optimize and structure their customer support to reduce incoming volumes while improving user experience.
I mainly work on Crisp IM, but I can also assist you with other customer relationship tools (Zendesk, Intercom, Freshdesk, Zoho..)
🚀 Why hire me?
I help support teams transition from reactive to AI-driven support through:
⭐ Implementation of AI Agents
Autonomous conversational agents, contextualized responses, intelligent qualification, and controlled human handover
⭐ Modular Customer Processes (MCP) Approach
Breaking down customer journeys into actionable modules: information, action, escalation, and follow-up
⭐ Channel Centralization and Management
Tickets, emails, chat, messages, calls, SMS, social networks, and WhatsApp
⭐ Advanced Support Automation
Workflows, rules, scenarios, intelligent routing, and prioritization
⭐ Helpdesk and Self-Care Creation and Optimization
Structured FAQs and resolution-oriented knowledge bases
⭐ Reporting and KPIs
SLAs, automation rates, response times, and customer satisfaction
⭐ Business Tool Integration
Shopify, WooCommerce, Prestashop, Klaviyo, Ringover, and others
⭐ Multi-brand Management and Fine-grained Interaction Personalization
🤝 My Methodology:
💎 Mapping of Customer Requests
💎 Definition of MCPs
💎 Training of AI Agents on your real data
💎 Progressive Deployment and Performance Measurement
💎 Continuous Optimization: quality of responses, automation rate, and satisfaction
🧩 My Support Type:
💎 AI and Existing Support Audit
💎 Implementation of AI Agents and Automations
💎 Continuous Monitoring and Optimization
Want to know more?
Send me a message so we can chat
English
Native or bilingual
French
Native or bilingual
Can work on-site
Paris (up to 50km)
Experience
- ChronovetAI Chatbot Consultant – B2C & B2B Customer Support Automation (Chronovet)E-COMMERCEJuly 2025 - Today (11 months)Paris, FranceAI chatbot consultant for B2C and B2B support teams, I assist Chronovet in automating incoming chat and email requests via Crisp.An omnichannel AI chatbot was deployed, capable of resolving up to 50% of incoming requests, while improving customer journey fluidity and support operational performance.Work performed:
- Strategic review & customer journey mapping
- Elimination of siloed operation (FIFO) through automatic request classification
- PrestaShop API integration for order tracking automation
- Automatic closure of eligible requests
- AI training, deployment, and continuous optimization
- Support team training & operational coaching
The client opted for a TMA (Third-Party Maintenance) support, ensuring continuous management, regular optimizations, and sustainable maturity of customer support. - Panda TeaE-commerce AI Chatbot Consultant – Omnichannel Support & Sales AutomationE-COMMERCEApril 2025 - December 2025 (8 months)Paris, FranceSuccessful bet for Pandatea with the design and deployment of the AI agent **Emilie**, capable of handling over 50% of incoming requests via chat and email.Possibly one of my most accomplished achievements on Crisp.An AI agent focused on business, support, and customer experience.The AI agent Emilie is capable of:
- Assisting prospects through to purchase
(contextual advice, personalized links, product sheet descriptions)- Providing delivery status via Shopify and Klaviyo integration
- Intelligent handover to the human team in case of dissatisfaction or blockage
- Automatically tagging requests through intent analysis
- Classifying conversations into different inboxes
(segmentation by typology vs. FIFO management)- Adding contextual private notes
(criticality, customer profile, VIP, recurring customers)Channels deployed:- Messenger
- Website Chat
Key results:- First Reply Time: < 18 seconds
- Average Resolution Time: 3 hours
- CSAT: 4.64 / 5
- Fully automated conversations: 52%
How did this mission unfold?The mission was carried out in 2 parts:1st part:- Full audit- Customer journey mapping- Operator interface redesign- AI agent creation- Testing, acceptance, deployment- Training & Follow-up2nd part:- Analysis of the improvement backlog- AI agent readjustment for responses- Deployment of the agent on WhatsApp- WISMO (Where Is My Order) deployment to automate delivery tracking information - SubmagicB2C SaaS AI Chatbot Consultant – Customer Support Redesign & AutomationSOFTWARE PUBLISHINGApril 2025 - July 2025 (3 months)Paris, FranceAI Chatbot Consultant at Submagic, engaged during a period of strong hypergrowth, with a user base exceeding one million and a volume of 4,000 to 6,000 requests per month.The mission's objective: to completely redesign the existing chatbot via Crisp, in order to reduce support load, improve user experience, and make support scalable in the long term.The project enabled the automation of up to 50% of incoming requests, thanks to the following deliverables:Key achievements:
- Replacement of a multiple-choice chatbot (message picker) with a multilingual AI agent capable of understanding free-form requests
- Implementation of intelligent and automated handover for complaints requiring human intervention
- Integration of a dynamic FAQ, continuously fed and enriched by AI
- Real-time announcement of agent availability, for better user expectation management
- Automatic closure of resolved requests, without human intervention
Result: smoother, faster customer support capable of handling high volumes while maintaining a high level of user satisfaction.
Reviews
Recommendations
TM
AL
+7
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Education
- Bachelor in Marketing and Sales Development ManagementEcole supérieure de commerce et de gestion ISTEF2018
- Bachelor in Web Marketing & E-commerceSup Career, l'École des Formations en Alternance du Groupe INSEEC2013