Live Chat with Jen Weaver
Live Chat with Jen Weaver
Podcast Description
Live Chat with Jen Weaver is your go-to resource for quick, actionable insights into customer support operations. Designed for decision-makers on support and services teams, we deliver bite-sized episodes that dive into a single solution, showcasing the tech stacks and workflows top support pros use to tackle challenges and optimize their customer and team experience.
Podcast Insights
Content Themes
The podcast centers around customer support efficiency and operational strategies, featuring episodes that tackle automation techniques, escalation processes, and team readiness for product launches. For instance, Rob Dwyer's episode discusses using automation to reduce manual tasks, while Ashley Gutierrez-Seiler covers strategies for smooth product releases.
I deliver bite-sized episodes every two weeks that each dive into a single solution, showcasing the tech stacks and workflows top support pros use to tackle challenges and optimize their customer and team experience.
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Have you ever felt like your support dashboard is just a bunch of numbers no one really connects with? In this episode, Jen sits down with Mario Guisado to talk about building dashboards that actually tell a story. Mario walks through his six-step process for making data useful: how to choose the right metrics for the right audience, resonate with your leadership, and build something that supports real change across your organization.
Whether you're cleaning up a messy reporting system or starting fresh, this conversation will help you create dashboards with purpose and with people in mind.
🔧 Sponsored by Supportman.io linking Intercom to Slack for instant made-for-you ticket QA.
Key Points
- Define a keystone metric and build your story around it
- Differentiate internal coaching data from external leadership reporting
- Test metrics before locking them in
- Build your dashboard after you understand the story
- Avoid common pitfalls like over-reporting or frequent change
Your Next Moves:
💬Follow Mario Guisado on LinkedIn: https://www.linkedin.com/in/mario-guisado/
📬 Get Weekly Tactical CX and Support Ops Tips: https://live-chat-with-jen.beehiiv.com/
🎙️ More Episodes of Live Chat with Jen Weaver: https://www.buzzsprout.com/2433498
👩💼 Connect with Jen: https://www.linkedin.com/in/jen-weaver/
🤖 Sponsor Link: https://supportman.io
Episode Time Stamps:
0:00 Intro
1:52 Getting Started – How Mario Landed in Data
3:03 Step 1 – Pick Your Keystone Metrics
8:59 Step 2: Identify Supporting Data
12:44 Step 3: Pressure Test Your Story
17:56 Recap and Step 4: Build a Shareable Format
29:18 Step 5: Watch for Common Pitfalls
32:41 Step 6: Iterate as You Grow
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