Your CSAT form is only useful if you act on it. Supportman pushes Intercom ratings into Slack, flags the bad ones, and adds AI-generated feedback. No more “I’ll get to it next week.” 🚀 https://t.co/sgbcHf6gwT

Tone is a feature. Standardize welcome messages: warm, concise, “we’ve got you.” Kill the extremes (over-casual or robotic). Track CSAT deltas after the change—you’ll see it. #VoiceAndTone #Writing #CustomerExperience

Nothing like rolling the dice and calling it ‘quality assurance.’ 🎲 Spoiler: random ≠ representative. Real QA is about patterns, not chance. #SupportOps

Try this for a week: review negative CSAT, add screenshots to every answer, log product gaps. Report your CSAT delta. #Experimentation

A isn’t just about random. It has to be representative. 👀 Stacy Justino (PetDesk) shares how her team balances recency, ticket type & fairness in reviews. #CustomerSupport #SupportQA

Six moves to kickstart QA this week: 1) Review negative CSAT first 2) Do 10 deep reviews, not 100 shallow 3) Peer-to-peer feedback 4) Screenshot everything 5) Jira escalations by feature 6) Slack nudges after day 3 of staleness Report back with one team-wide standard. #QuickWins

Customer feedback ≠ “throw it in a spreadsheet” Feedback workflow basics: 1️⃣ Acknowledge it 2️⃣ Tag it properly 3️⃣ Route it to product 4️⃣ Follow up Closed-loop feedback isn’t magic. It’s a workflow.

Sometimes customers just want a real person.🗣️ That’s why every AI chat gets QA — to check answers and guide people where they need to go. When someone types “human please,” they mean it. AI’s useful, but it still needs a human guardrail. #AI #CX

Support teams lose knowledge when it isn’t shared. Chloé’s team solved it by creating a dedicated channel where every new insight from support sessions gets posted for everyone to see. Simple, but powerful. #CustomerSupport #KnowledgeManagement #SupportQA

What’s one thing you should never skip in support? QA. Even a simple process like spreadsheets, peer notes, or basic reviews can save time, money, and headaches as your team grows. Start early. #CustomerSupport #SupportQA

Customer support is a real skill, and not everyone wants to be customer-facing. That’s okay. Let engineers solve the problems and let support handle the conversations. #CustomerSupport #CXSkills #SupportQA

Not every specialist wants to give feedback, and that’s okay. Some lean into peer reviews, others prefer guidance from leads. The key is giving agents a choice while making sure negative CSAT always gets addressed. #CustomerSupport #SupportQA #CXLeadership

Filing feedback isn’t enough. Customers want proof it was heard. That only happens when support + product are real partners, not just passing tickets. #CustomerSupport #ProductManagement #CXLeadership

AI drafts. Humans ensure empathy. QA your bot conversations and teach from the results. #AIinSupport

Great QA isn’t about pointing fingers, it’s about sitting down together and making feedback actionable. When coaching feels constructive, your team actually grows from it. #CustomerSupport #TeamCoaching

Peer reviews land softer and stick longer. Try a weekly QA buddy hour. #SupportLeaders

Ever get a 3-star rating and wonder what really went wrong? Sometimes the fix isn’t about your agents at all, it’s about the platform. Here’s how a quick QA follow-up turned one “meh” rating into real insight. #Support #CustomerSupport #CXLeadership

Prevent > apologize. A small QA team, with just a few chats a week, led to higher CSAT and real product fixes. It started with negative CSAT, went deeper on fewer reviews, and added screenshots to close the loop. #custserv #SupportOps

💡 Want more support leadership tips like this? Watch the full episode of Live Chat with Jen Weaver →

‘Cancel’ isn’t always negative. Context matters. Train your sentiment models accordingly. #DataInSupport

Elyse Mankin changed how I think about recognition. She starts every 1:1 with: “How do you like to be praised?” It’s a small question with a big impact. Some want a Slack shoutout. Others just want a quiet thank you. You won’t know unless you ask.