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