Live Chat With Jen Weaver podcast

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Jen Weaver에서 제공하는 콘텐츠입니다. 에피소드, 그래픽, 팟캐스트 설명을 포함한 모든 팟캐스트 콘텐츠는 Jen Weaver 또는 해당 팟캐스트 플랫폼 파트너가 직접 업로드하고 제공합니다. 누군가가 귀하의 허락 없이 귀하의 저작물을 사용하고 있다고 생각되는 경우 여기에 설명된 절차를 따르실 수 있습니다 https://ko.player.fm/legal.

The Agile Brand with Greg Kihlström®

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#657: Augmenting front-line employees with AI for better experiences, with Fabrice Martin, Medallia 22:42

11일 전22:42

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22:42

We are here recording live at Medallia Experience at the Wynn in Las Vegas, and have been seeing and hearing some amazing things about how AI can enhance the customer experience as well as enable teams at organizations to create more meaningful connections with customers. Today we’re going to talk about how AI can help to create better experiences for customers before, during, and after their interactions. To help me discuss this topic, I’d like to welcome Fabrice Martin, Chief Product Officer at Medallia. RESOURCES Medallia: https://www.medallia.com Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brands Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company…

Live Chat with Jen Weaver

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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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#MBA #Careers #Business #Jen Weaver

Live Chat with Jen Weaver

updated 11일 전

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8 에피소드

#MBA #Careers #Business #Jen Weaver

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Live Chat with Jen Weaver

1
Courage to Teach: How Help Scout Turns Classes into Revenue 39:35

11일 전39:35

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39:35

What do you do when 1:1 product demos become unsustainable? If you're Alison Groves, you scale—strategically, efficiently, and with a whole lot of heart. Alison, Customer Education Lead at Help Scout, joins Jen to break down how she turned live classes into a high-converting, one-to-many program. With a background in support and onboarding at places like Zapier, Highrise, and Customer.io, Alison brings 10+ years of experience and an incredibly practical approach. She shares the full blueprint: from tooling and scripting to scaling and training others—plus how she gets measurable results (like 60% trial conversion) while keeping the experience warm and human. Whether you're building onboarding, demos, or customer education, this episode is packed with real tactics and zero fluff. 🔧 Sponsored by Supportman.io Key Points 🔑 Why one-to-one demos don’t scale—and how Alison knew it was time to change 🔑 How Help Scout uses Zoom, HubSpot, and Contentful to create a seamless signup-to-class flow 🔑 The exact script + training process that helps her scale classes across teammates 🔑 Tips for running live sessions without burnout—including what to do when you don’t know the answer 🔑 How to measure success beyond just conversions (and why customer feedback matters most) 🔗 Links 📖 Help Scout Blog Post: How We Run Live Classes 📬 Get Weekly Tactical CX and Support Ops Tips: Live Chat Newsletter 🎙️ More Episodes of Live Chat with Jen Weaver: Browse All Episodes ⏱️ Episode Time Stamps 00:00 – Alison’s background and origin story for live classes 03:30 – The moment she knew 1:1 wasn’t sustainable 06:45 – What “one-to-many” looks like and how they set it up 09:00 – Tech stack: Zoom + HubSpot + Contentful 12:15 – Self-serve signup flow and automation 15:00 – Why one class is better than splitting audiences 18:00 – How they measure conversions and prove ROI 21:00 – Scaling to teammates: her exact training process 25:00 – Why scripted sessions work (and unscripted ones don’t) 28:00 – Tips for practicing and getting your timing right 30:00 – Handling Q&A without derailing your session 33:00 – How product changes impact education 35:00 – Final advice: Just start. Don’t wait for perfect.…

Live Chat with Jen Weaver

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Tone Matters: The Document That Keeps Buzzsprout’s Support Team Unified 45:55

25일 전45:55

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45:55

How do you keep a support team sounding human, helpful, and on-brand as it grows? When scaling, tone drift can turn great support into inconsistent and robotic interactions. Priscilla Brooke , Head of Podcaster Success at Buzzsprout , joins us to share how her team created a Tone Document that ensures every interaction stays clear, friendly, and aligned with their brand . In this episode, we cover: ✅ How Buzzsprout’s values shaped their tone guidelines ✅ The 4 key tone pillars they use to maintain consistency ✅ How they train, QA, and reinforce great communication ✅ The impact of a unified tone on trust and efficiency ✅ Steps to build your own tone document for scalable support Links & Resources: 🔗 Listen to Priscilla Brooke on the Happy to Help podcast: https://happytohelp.buzzsprout.com/ 🔗 Exclusive resources for this episode, including a worksheet and template: https://drive.google.com/drive/folders/1f3h-ZDr2Z7eSECr3Rd1h-PESsib2I1EQ?usp=sharing Take Action: 📩 Get Weekly Tactical CX and Support Ops Tips: https://live-chat-with-jen.beehiiv.com/ 🦸 Check out our sponsor: Supportman.io Episode Time Stamps: 00:00 – Introduction to the episode & topic 02:15 – Meet Priscilla Brooke & Buzzsprout’s Support Strategy 05:30 – The importance of tone in written support 10:45 – How Buzzsprout built their Tone Document 15:20 – Training and reinforcing tone within the team 20:40 – Measuring success & impact on customer trust 25:55 – How you can build a Tone Document for your team 30:15 – Final thoughts & actionable takeaways…

Live Chat with Jen Weaver

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Agile CX: Steph Uses Dev Sprints to Focus Team Energy 40:11

5 weeks 전40:11

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40:11

Steph Hardy, Customer Solutions Engineer at Guru, wanted to become even more efficient with her colleagues—so she borrowed a playbook from engineering and brought Agile sprints to CX. In this episode, Steph shares how she adapted the sprint framework to fit her team’s workflow, helping them stay focused, reduce redundant work, and increase feature adoption. She walks us through: ✅ How being curious beyond her role led her to a game-changing solution ✅ The exact steps she took to implement sprints for her team ✅ How she used ChatGPT and Slack Lists to refine and track their process ✅ The surprising insights that helped them shift from 1:1 meetings to scalable customer education ✅ How sprint retros helped them continuously improve and optimize CX This episode is packed with even more resources than any of our other episodes: visit our resource hub for meeting notes, Steph's playbook, and her repeatable project plan. And subscribe to our email newsletter to get access to the full library of resources from every episode! 🎧 Hit play and learn how to bring Agile thinking to your CX team!…

Live Chat with Jen Weaver

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From Zero to Scalable: Brittany Ferguson Builds Support Teams 34:23

7 weeks 전34:23

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34:23

Starting as the first (or only) support hire at a growing company? Brittany Ferguson has been there—many times. Instead of feeling overwhelmed, she’s built a process that helps support teams thrive, even when it’s just one person. 🎥 Watch on YouTube 📑 Download the step-by-step guide This podcast is brought to you by Supportman.io , providing instant QA and conversation management from Intercom to Slack. Chapters 00:00 Introduction to Customer Support Leadership 00:08 The Startup Environment and Its Challenges 01:44 Understanding the Customer Journey 03:09 Building Effective Processes from Scratch 05:04 Setting Up a Support System 06:25 Creating a Knowledge Base 07:00 Utilizing AI in Customer Support 07:39 Feedback Loops and Customer Engagement 08:03 Scaling the Support Team 08:23 Preparing for Future Growth 09:50 The Importance of Communication 10:58 Planning for Absences and Documentation 14:36 Building Strong Customer Relationships 16:11 The Role of Customer Feedback in Product Management 18:15 Automating Customer Support Processes 20:59 Transforming Customer Support into a Revenue Generator 22:25 Maintaining Documentation and Processes 24:18 The Importance of Community and Networking…

Live Chat with Jen Weaver

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Unlocking Efficiency: Rob Dwyer’s Approach to Automating Support Operations 39:01

9 weeks 전39:01

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리스트

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, onboarding, and QA. You’ll learn: ✅ How to identify automation-ready tasks ✅ The exact tools Rob used to streamline workflows ✅ How non-coders can start automating with AI-generated scripts ✅ Why automation isn’t about replacing people—it’s about freeing them up for higher-value work 🚀 Listen now and start automating! 📩 Get weekly tactical CX & support ops tips → https://live-chat-with-jen.beehiiv.com/ 🔗 More episodes of Live Chat with Jen Weaver → https://www.buzzsprout.com/2433498 📑 Download Rob's automation template and playbook here → https://drive.google.com/drive/folders/1o9cPleC3alW3AV4rZc83V-M5F8ajsum0?usp=sharing Sponsored by Supportman.io…

Live Chat with Jen Weaver

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When Customers Get Personal: Conor's Escalation Processes for Expensify 32:22

11 weeks 전32:22

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리스트

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 senior leadership into the fold. Automation in Action: How keyword flags streamlined the transfer of heated conversations to leadership. Psychological Safety First: Why protecting frontline agents from abusive interactions is essential for team well-being. Manual Escalation Done Right: When and how support agents should escalate challenging conversations. Leadership Accountability: The surprising benefits of having senior leaders engage directly with customers. Practical Tips: How you can implement a similar escalation process, whether you’re using Help Scout, Zendesk, or Intercom. Of course we want you to listen to this insightful episode packed with strategies you can implement today, but also you can get Conor's playbook here . And get all our playbooks by subscribing to our email newsletter! ➡️ tettra.beehiiv.com/subscribe If that's not enough goodness for you, subscribe to Conor's newsletter for tons of useful CX content! ➡️ www.customersuccess.cx/newsletter…

Live Chat with Jen Weaver

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Effortless Product Launches: Ashley’s Strategy for Support Team Readiness 26:54

14 weeks 전26:54

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리스트

26:54

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, up-to-date training, and a seamless customer experience. Tune in to learn how Ashley uses tools like Asana, Guru, and TextExpander to create scalable processes, anticipate customer needs, and empower her team to handle any release with confidence. Whether you're in customer support or product enablement, this episode is packed with actionable insights to help your team thrive. 🎧 Subscribe to our newsletter now: https://live-chat-with-jen.beehiiv.com We'll send you a link to download our free step-by-step playbook with Ashley’s templates and tips! #CustomerSupport #ProductEnablement #SaaS #ProductReleases…

Live Chat with Jen Weaver

1
AI as Your Second Brain: Meg Palazzolo Builds a User Journey Map 17:39

16 weeks 전17:39

나중에 재생

리스트

17:39

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 leverages tools like Claude and ChatGPT for everything from crafting customer journey maps to developing content strategies. Creating a Customer Journey Map with AI: Meg walked us through her process of feeding ideas into AI, refining outputs, and creating a visual customer journey map in just 15 minutes—a task that might have taken hours otherwise. AI as a Collaborative Partner: Meg uses AI iteratively—adjusting prompts and refining outputs until the results align with her needs. Featured Tools : Claude by Anthropic: Streamline customer journey mapping and other workflows. ChatGPT : Your go-to tool for brainstorming, drafting, and productivity hacks. Intercom , HubSpot , Calendly , and Notion : Tools Meg recommends for startups building their tech stack. Communities Mentioned : Support Driven : A free community for customer support professionals. Elevate : A community to connect and grow in customer success. Jen’s Closing Thoughts : This episode underscores the transformative power of AI in modern workflows, especially in startup environments where time and resources are limited. Whether you’re drafting a customer journey map or building a content strategy, AI can help you work smarter, not harder. Subscribe & Share : If you enjoyed this episode, don’t forget to subscribe , rate , and review ! Your support helps us bring more actionable insights to professionals like you. ✨ Let’s keep the conversation going—reach out with your challenges, and we’ll find an expert to help solve them!…

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#657: Augmenting front-line employees with AI for better experiences, with Fabrice Martin, Medallia 22:42

Live Chat with Jen Weaver

Live Chat with Jen Weaver

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1
Courage to Teach: How Help Scout Turns Classes into Revenue 39:35

1
Tone Matters: The Document That Keeps Buzzsprout’s Support Team Unified 45:55

1
Agile CX: Steph Uses Dev Sprints to Focus Team Energy 40:11

1
From Zero to Scalable: Brittany Ferguson Builds Support Teams 34:23

1
Unlocking Efficiency: Rob Dwyer’s Approach to Automating Support Operations 39:01

1
When Customers Get Personal: Conor's Escalation Processes for Expensify 32:22

1
Effortless Product Launches: Ashley’s Strategy for Support Team Readiness 26:54

1
AI as Your Second Brain: Meg Palazzolo Builds a User Journey Map 17:39

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Live Chat with Jen Weaver

Live Chat with Jen Weaver

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