Have you ever felt like your support dashboard is just a bunch of numbers no one really connects with? In this episode, Jen sits down with Mario Guisado to talk about building dashboards that actually tell a story. Mario walks through his six-step process for making data useful: how to choose the right metrics for the right audience, resonate with your leadership, and build something that supports real change across your organization.
Whether you're cleaning up a messy reporting system or starting fresh, this conversation will help you create dashboards with purpose and with people in mind.
🔧 Sponsored by Supportman.io linking Intercom to Slack for instant made-for-you ticket QA.
Key Points
- Define a keystone metric and build your story around it
- Differentiate internal coaching data from external leadership reporting
- Test metrics before locking them in
- Build your dashboard after you understand the story
- Avoid common pitfalls like over-reporting or frequent change
Your Next Moves:
💬Follow Mario Guisado on LinkedIn: https://www.linkedin.com/in/mario-guisado/
📬 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: https://www.linkedin.com/in/jen-weaver/
🤖 Sponsor Link: https://supportman.io
Episode Time Stamps:
0:00 Intro
1:52 Getting Started - How Mario Landed in Data
3:03 Step 1 - Pick Your Keystone Metrics
8:59 Step 2: Identify Supporting Data
12:44 Step 3: Pressure Test Your Story
17:56 Recap and Step 4: Build a Shareable Format
29:18 Step 5: Watch for Common Pitfalls
32:41 Step 6: Iterate as You Grow
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