This podcast is sponsored by Supportman, which connects Intercom to Slack and uses AI to give agents feedback and surface problems in real time. What does it take to turn everyday customer conversations into insights that guide the whole business? In this episode of Live Chat with Jen Weaver, I sit down with Andrew “Coach” Rios, a veteran support operations leader with more than 25 years of experience at startups, scaleups, and Fortune 100s. From Cisco to Fitbit, Coach Rios has built support ...
All content for Live Chat with Jen Weaver is the property of Jen Weaver and is served directly from their servers
with no modification, redirects, or rehosting. The podcast is not affiliated with or endorsed by Podjoint in any way.
This podcast is sponsored by Supportman, which connects Intercom to Slack and uses AI to give agents feedback and surface problems in real time. What does it take to turn everyday customer conversations into insights that guide the whole business? In this episode of Live Chat with Jen Weaver, I sit down with Andrew “Coach” Rios, a veteran support operations leader with more than 25 years of experience at startups, scaleups, and Fortune 100s. From Cisco to Fitbit, Coach Rios has built support ...
Prevention-First QA to Rocket Your Team to 97-Plus-Percent CSAT | Episode 19
Live Chat with Jen Weaver
31 minutes
2 months ago
Prevention-First QA to Rocket Your Team to 97-Plus-Percent CSAT | Episode 19
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 ke...
Live Chat with Jen Weaver
This podcast is sponsored by Supportman, which connects Intercom to Slack and uses AI to give agents feedback and surface problems in real time. What does it take to turn everyday customer conversations into insights that guide the whole business? In this episode of Live Chat with Jen Weaver, I sit down with Andrew “Coach” Rios, a veteran support operations leader with more than 25 years of experience at startups, scaleups, and Fortune 100s. From Cisco to Fitbit, Coach Rios has built support ...
