Скачать или смотреть Prevention-First QA to Rocket Your Team to 97-Plus-Percent CSAT | Episode 19

Most teams wait until something goes wrong to fix it. That is why their QA process never moves the needle.

In this episode of Live Chat with Jen Weaver, I talk with Chloé Koers-Bourrat, Process and Productivity Manager, Support Operations at Smartly, who flipped that script. She built a prevention-first QA program that turned a fast-growing ad tech team into a 97 percent-plus CSAT powerhouse.

Chloé shares how she catches problems before they ever reach the customer, builds a direct feedback loop with product, and keeps every interaction human, even when AI is part of the process.

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 starting QA from scratch or improving an existing program, this episode gives you a proven checklist you can put into action right away.

For more resources related to today’s episode:
📩 Get weekly tactical CX and Support Ops tips → https://live-chat-with-jen.beehiiv.com/
▶ More episodes of Live Chat with Jen Weaver → https://www.buzzsprout.com/2433498
💼 Connect with Jen Weaver on LinkedIn →   / jen-weaver  
🤝 Connect with Chloé Koers-Bourrat on LinkedIn →   / chloekoersbourrat  
🔧 Learn more about our sponsor Supportman → https://supportman.io

#CustomerSupport #CSAT #SupportQA #CustomerExperience #cxstrategy

Timestamps
0:00 – Intro: Why prevention beats apologies in support
1:15 – Meet Chloé 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"