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.
Customer Support QA and Training: 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.
If your QA process is just a checklist, you are wasting time, money, and customer trust.
Today, I’m talking with Chloé Koers-Bourrat, Process and Productivity Manager, Support Operations at Smartly, who built a prevention-first QA program that turned a fast-growing ad tech team into a 97 percent-plus CSAT powerhouse.
Chloé’s approach is simple but powerful. She focuses on catching problems before they ever reach the customer, creating a strong feedback loop between support and product, and keeping every interaction human, even when AI is involved.
In this episode, you will learn:
- Why starting every review with negative CSAT is the fastest way to improve
- How 10 to 20 thoughtful reviews a week can outperform 100 rushed ones
- The peer review method makes feedback easier to give and receive
- The visual aid change that cut handling time and boosted clarity
- How to route escalations so engineers only see what matters most
Whether you are building QA from scratch or improving an existing program, this episode gives you a proven checklist you can start using this week.
For more resources related to today’s episode:
📩 Get weekly tactical CX and Support Ops tips → https://live-chat-with-jen.beehiiv.com/
▶ Keep listening → https://www.buzzsprout.com/2433498
💼 Connect with your host, Jen Weaver, on LinkedIn
🤝 Connect with Chloé Koers-Bourrat on LinkedIn
🔧 Learn more about our sponsor Supportman → https://supportman.io
Episode Time Stamps:
0:00 – Intro: Why prevention beats apologies in support
1:15 – Meet Chloe Kors-Barratt: From CSM to Support Ops
3:40 – A week in the life of a QA-focused support ops lead
6:10 – Fixing broken escalation processes with JIRA
9:20 – Launching QA: From spreadsheets to Klaus
12:05 – Raising CSAT with visual aids & tone improvements
15:00 – Klaus acquisition by Zendesk & shifting strategy
17:30 – Rethinking QA: Fewer reviews, more depth
20:40 – Building feedback loops with product teams
24:10 – Peer-to-peer QA and mentorship in action
28:00 – Key lessons: Prevent issues, keep the human touch, and “QA to save the day”
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