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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.
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Unlocking Efficiency: Rob Dwyer’s Approach to Automating Support Operations
39:01
39:01
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39:01
Support teams juggle way too many manual tasks—from sending training invites to formatting reports and tracking progress. But what if you could automate it all with the tools you already have? In this episode, Rob Dwyer from Happitu shares how he used VBA inside Microsoft tools to eliminate repetitive work, saving hours every week on training, onbo…
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When Customers Get Personal: Conor's Escalation Processes for Expensify
32:22
32:22
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32:22
I'm delighted to share episode 3 with Conor Pendergrast of CustomerSuccess.cx! In this episode, Conor shares how as the Senior Leader of Customer Success at Expensify, he handled the customer backlash after some contentious executive decisions. We talk about: The Turning Point: How Conor identified the need for an escalation process and brought sen…
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Effortless Product Launches: Ashley’s Strategy for Support Team Readiness
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26:54
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Effortless product launches are possible! In this episode of Live Chat with Jen Weaver, we sit down with Ashley Gutierrez-Seiler from YNAB to uncover her proven strategy for preparing support teams for fast-paced feature releases. As a Product Support Liaison, Ashley bridges the gap between customers and product teams, ensuring smooth communication…
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AI as Your Second Brain: Meg Palazzolo Builds a User Journey Map
17:39
17:39
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Connect With Us: Subscribe to get episodes over email! Meet Meg Palazzolo, a customer success leader with 15 years of experience building and scaling customer-facing teams. Currently at a stealth-mode startup, Meg is using AI to manage multiple hats and streamline workflows in early-stage operations. AI as a Second Brain: Meg shares how she leverag…
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