The Support Automation Show: Recent Episodes
Capacity
Welcome to The Support Automation Show, a podcast by Capacity, hosted by Justin Schmidt. We host conversations with leaders in customer or employee support who are using technology to answer questions, automate processes, and build innovative solutions to any business challenge.
In this episode of The Support Automation Show, a podcast by Capacity, we are joined by Lee Cockerell, Chief Learning Officer at the Cockerell Academy and Founder of Lee Cockerell Creating Leadership Magic. We discuss the role of leadership in creating world-class customer service.
Episode resources:* Lee Cockerell’s Website * Lee Cockerell on LinkedIn * Lee Cockerell on Facebook * Lee Cockerell on Twitter * Lee Cockerell on Instagram * Lee Cockerell’s Books * Cockerell Academy Website * Creating Disney Magic Podcast
If you enjoyed this episode then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * The Support Automation Show RSS Feed
The Support Automation Show is hand crafted by our friends over at: fame.so
Previous guests include: Jason Yun of Relay, Julie Tuggle-Nguyen of Midwest BankCentre, Jennifer Chiang of Seso, Stacy Justino of Wistia, Jeffrey Breunsbach of Higher Logic, Jared Sklar of HOVER, Kristina Podnar of NativeTrust Consulting, Independent Consultant Rachel Jennings-Keane, Craig Soelberg of Chargebee
Check out our three most downloaded episodes:
- How Can Support Automation Help Build Trust Between Internal and External Customers with Jason Yun, Co-founder at Relay
- How to Engage with Communities and Your Team with Julie Tuggle-Nguyen, Executive Vice President Human Resources at Midwest BankCentre
- How to Automate Your Startup with Jennifer Chiang, Head of Customer Success at Seso and Author of The Startup’s Guide to Customer Success
In this episode of The Support Automation Show, a podcast by Capacity, Brent Sanders, Co-Founder of Verne and CEO of Formulated Automation, joins us to discuss some of the best automation practices, how bringing software automation unlocks value at organizations, and the advantages of cross-product integration.
Episode resources:* Brent Sanders on LinkedIn * Verne Website * Formulated Automation Website * The Untethered Soul Book * Robocorp Website * Power Automate * Zapier Website * MuleSoft Website
If you enjoyed this episode then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * The Support Automation Show RSS Feed
The Support Automation Show is hand crafted by our friends over at: fame.so
Previous guests include: Jason Yun of Relay, Julie Tuggle-Nguyen of Midwest BankCentre, Jennifer Chiang of Seso, Stacy Justino of Wistia, Jeffrey Breunsbach of Higher Logic, Jared Sklar of HOVER, Kristina Podnar of NativeTrust Consulting, Independent Consultant Rachel Jennings-Keane, Craig Soelberg of Chargebee
Check out our three most downloaded episodes:
- How Can Support Automation Help Build Trust Between Internal and External Customers with Jason Yun, Co-founder at Relay
- How to Engage with Communities and Your Team with Julie Tuggle-Nguyen, Executive Vice President Human Resources at Midwest BankCentre
- How to Automate Your Startup with Jennifer Chiang, Head of Customer Success at Seso and Author of The Startup’s Guide to Customer Success
In this episode of The Support Automation Show, we are joined by Shashank Shekhar, Founder and CEO of InstaMortgage, one of the fastest-growing mortgage companies in America and the fastest-growing private company in Silicon Valley.
In September 2020, Shashank led his team to create Rachel, the world’s first digital human in the mortgage industry. Today, Shashank reveals the secret behind the company's success and the implication of automation and technology in the process.
Episode resources:* Shashank Shekhar on LinkedIn * Shashank Shekhar on Facebook * Shashank Shekhar on Twitter * Shashank Shekhar on Instagram * Shashank Shekhar’s Books * InstaMortgage Website * Medium Website * 5-Bullet Friday Newsletter * Influence: The Psychology of Persuasion Book * Thinking, Fast and Slow Book
If you enjoyed this episode then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * The Support Automation Show RSS Feed
The Support Automation Show is hand crafted by our friends over at: fame.so
Previous guests include: Jason Yun of Relay, Julie Tuggle-Nguyen of Midwest BankCentre, Jennifer Chiang of Seso, Stacy Justino of Wistia, Jeffrey Breunsbach of Higher Logic, Jared Sklar of HOVER, Kristina Podnar of NativeTrust Consulting, Independent Consultant Rachel Jennings-Keane, Craig Soelberg of Chargebee
Check out our three most downloaded episodes:
- How Can Support Automation Help Build Trust Between Internal and External Customers with Jason Yun, Co-founder at Relay
- How to Engage with Communities and Your Team with Julie Tuggle-Nguyen, Executive Vice President Human Resources at Midwest BankCentre
- How to Automate Your Startup with Jennifer Chiang, Head of Customer Success at Seso and Author of The Startup’s Guide to Customer Success
Jason Viglione, former Director of Customer Support Experience at H1, joins the next episode of The Support Automation Show. Jason is a dynamic, senior thought leader professional with over twenty years of superior performance in the technology solutions space. And today, he shares his knowledge of support automation in the healthcare industry.
Episode resources:* Jason Viglione on LinkedIn * H1 Website * Delivering Happiness Book * Zendesk Website
If you enjoyed this episode then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * The Support Automation Show RSS Feed
The Support Automation Show is hand crafted by our friends over at: fame.so
Previous guests include: Jason Yun of Relay, Julie Tuggle-Nguyen of Midwest BankCentre, Jennifer Chiang of Seso, Stacy Justino of Wistia, Jeffrey Breunsbach of Higher Logic, Jared Sklar of HOVER, Kristina Podnar of NativeTrust Consulting, Independent Consultant Rachel Jennings-Keane, Craig Soelberg of Chargebee
Check out our three most downloaded episodes:
- How Can Support Automation Help Build Trust Between Internal and External Customers with Jason Yun, Co-founder at Relay
- How to Engage with Communities and Your Team with Julie Tuggle-Nguyen, Executive Vice President Human Resources at Midwest BankCentre
- How to Automate Your Startup with Jennifer Chiang, Head of Customer Success at Seso and Author of The Startup’s Guide to Customer Success
Scott Roller, Co-Founder of Vendor Surf and Founder of 3W Partners joins us in this episode of The Support Automation Show. We discuss the role support automation plays in the mortgage and credit union ecosystems and why with the end of the ReFi Boom, there's been a major shift in focus to digital transformation efforts.
Episode resources:* Scott Roller on LinkedIn * Vendor Surf Website * 3W Partners on LinkedIn * Where Good Ideas Come From: The Natural History of Innovation by Steven Johnson
If you enjoyed this episode then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * The Support Automation Show RSS Feed
The Support Automation Show is hand crafted by our friends over at: fame.so
Previous guests include: Jason Yun of Relay, Julie Tuggle-Nguyen of Midwest BankCentre, Jennifer Chiang of Seso, Stacy Justino of Wistia, Jeffrey Breunsbach of Higher Logic, Jared Sklar of HOVER, Kristina Podnar of NativeTrust Consulting, Independent Consultant Rachel Jennings-Keane, Craig Soelberg of Chargebee
Check out our three most downloaded episodes:
- How Can Support Automation Help Build Trust Between Internal and External Customers with Jason Yun, Co-founder at Relay
- How to Engage with Communities and Your Team with Julie Tuggle-Nguyen, Executive Vice President Human Resources at Midwest BankCentre
- How to Automate Your Startup with Jennifer Chiang, Head of Customer Success at Seso and Author of The Startup’s Guide to Customer Success
In this special episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by John Heck, Sr. Advisor Lending Solutions at Capacity, to talk about the trends and forward-looking aspects of support automation in the housing and mortgage space.
John is a highly motivated professional with passionate leadership and relationship management skills forged by a thirty-plus-year executive track record in growth and business transformation.
Episode resources:* John Heck on LinkedIn
* Capacity Website
* The Big Switch: Rewiring the World, from Edison to Google Book
* Lenders One Website
If you enjoyed this episode then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * The Support Automation Show RSS Feed
The Support Automation Show is hand crafted by our friends over at: fame.so
Previous guests include: Jason Yun of Relay, Julie Tuggle-Nguyen of Midwest BankCentre, Jennifer Chiang of Seso, Stacy Justino of Wistia, Jeffrey Breunsbach of Higher Logic, Jared Sklar of HOVER, Kristina Podnar of NativeTrust Consulting, Independent Consultant Rachel Jennings-Keane, Craig Soelberg of Chargebee
Check out our three most downloaded episodes:
- How Can Support Automation Help Build Trust Between Internal and External Customers with Jason Yun, Co-founder at Relay
- How to Engage with Communities and Your Team with Julie Tuggle-Nguyen, Executive Vice President Human Resources at Midwest BankCentre
- How to Automate Your Startup with Jennifer Chiang, Head of Customer Success at Seso and Author of The Startup’s Guide to Customer Success
In this episode of The Support Automation Show, a podcast by Capacity, we are joined by Dan Steinman, Chief Evangelist at Gainsight. We discuss the difference between support and customer success and how businesses should apply automation to both.
Episode resources:* Dan Steinman’s LinkedIn * Gainsight Website * Customer Success Book * The Eisenhower Matrix
If you enjoyed this episode then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * The Support Automation Show RSS Feed
The Support Automation Show is hand crafted by our friends over at: fame.so
Previous guests include: Jason Yun of Relay, Julie Tuggle-Nguyen of Midwest BankCentre, Jennifer Chiang of Seso, Stacy Justino of Wistia, Jeffrey Breunsbach of Higher Logic, Jared Sklar of HOVER, Kristina Podnar of NativeTrust Consulting, Independent Consultant Rachel Jennings-Keane, Craig Soelberg of Chargebee
Check out our three most downloaded episodes:
- How Can Support Automation Help Build Trust Between Internal and External Customers with Jason Yun, Co-founder at Relay
- How to Engage with Communities and Your Team with Julie Tuggle-Nguyen, Executive Vice President Human Resources at Midwest BankCentre
- How to Automate Your Startup with Jennifer Chiang, Head of Customer Success at Seso and Author of The Startup’s Guide to Customer Success
In this episode of The Support Automation Podcast, Donna Weber, The Customer Onboarding Expert at Donna Weber Springboard Solutions and Principal of KickStart Alliance, joins Justin Schmidt to discuss the role of support automation in customer onboarding and the benefits of taking a low/digital touch approach.
Episode resources:* Donna Weber’s Website * Donna Weber on LinkedIn * Donna Weber on Twitter * Donna Weber on YouTube * KickStart Alliance Website * Onboarding Matters By Donna Weber Book * Deep Work by Cal Newport Book * Playing Big by Tara Mohr Book * The Pomodoro Technique Book * ClientSuccessWebsite
If you enjoyed this episode then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * The Support Automation Show RSS Feed
The Support Automation Show is hand crafted by our friends over at: fame.so
Previous guests include: Jason Yun of Relay, Julie Tuggle-Nguyen of Midwest BankCentre, Jennifer Chiang of Seso, Stacy Justino of Wistia, Jeffrey Breunsbach of Higher Logic, Jared Sklar of HOVER, Kristina Podnar of NativeTrust Consulting, Independent Consultant Rachel Jennings-Keane, Craig Soelberg of Chargebee
Check out our three most downloaded episodes:
- How Can Support Automation Help Build Trust Between Internal and External Customers with Jason Yun, Co-founder at Relay
- How to Engage with Communities and Your Team with Julie Tuggle-Nguyen, Executive Vice President Human Resources at Midwest BankCentre
- How to Automate Your Startup with Jennifer Chiang, Head of Customer Success at Seso and Author of The Startup’s Guide to Customer Success
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Jennifer Chiang, Head of Customer Success at Seso and Author of The Startup’s Guide to Customer Success. They discuss how startups can adopt automation to engage with customers positively and gain a competitive advantage.
Episode resources:* Jennifer Chiang on LinkedIn * Seso Website * The Startup’s Guide to Customer SuccessBook * No Rules Rules Book * Salesforce Website
If you enjoyed this episode then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * The Support Automation Show RSS Feed
The Support Automation Show is hand crafted by our friends over at: fame.so
Previous guests include: Jason Yun of Relay, Julie Tuggle-Nguyen of Midwest BankCentre, Jennifer Chiang of Seso, Stacy Justino of Wistia, Jeffrey Breunsbach of Higher Logic, Jared Sklar of HOVER, Kristina Podnar of NativeTrust Consulting, Independent Consultant Rachel Jennings-Keane, Craig Soelberg of Chargebee
Check out our three most downloaded episodes:
- How Can Support Automation Help Build Trust Between Internal and External Customers with Jason Yun, Co-founder at Relay
- How to Engage with Communities and Your Team with Julie Tuggle-Nguyen, Executive Vice President Human Resources at Midwest BankCentre
- How to Automate Your Startup with Jennifer Chiang, Head of Customer Success at Seso and Author of The Startup’s Guide to Customer Success
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Robin Clayton, Director of Digital Lending and Marketing at Paramount Residential Mortgage Group. With a strong background inParamount Residential Mortgage Group, real estate, and corporate operations, Robin brings creative and innovative solutions to the organization’s toughest challenges. One of her key focuses is automation, and today Robin shares her approach to automating support and onboarding at PRMG.
Episode resources: Robin Clayton on LinkedIn * Paramount Residential Mortgage Group Website * Blend Website * Atomic Habits Book * Harvard Business Review Website*
If you enjoyed this episode then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * The Support Automation Show RSS Feed
The Support Automation Show is hand crafted by our friends over at: fame.so
Previous guests include: Jason Yun of Relay, Julie Tuggle-Nguyen of Midwest BankCentre, Jennifer Chiang of Seso, Stacy Justino of Wistia, Jeffrey Breunsbach of Higher Logic, Jared Sklar of HOVER, Kristina Podnar of NativeTrust Consulting, Independent Consultant Rachel Jennings-Keane, Craig Soelberg of Chargebee
Check out our three most downloaded episodes:
- How Can Support Automation Help Build Trust Between Internal and External Customers with Jason Yun, Co-founder at Relay
- How to Engage with Communities and Your Team with Julie Tuggle-Nguyen, Executive Vice President Human Resources at Midwest BankCentre
- How to Automate Your Startup with Jennifer Chiang, Head of Customer Success at Seso and Author of The Startup’s Guide to Customer Success
In this episode of The Support Automation Show, Justin Schmidt is joined by Tim Nguyen, Co-Founder and CEO of BeSmartee, a leader in digital mortgage innovation. They discuss BeSmartee's approach to customer support automation, best mortgage automation practices and tools, and how automation enhances operational efficiencies.
Episode resources: Tim Nguyen on LinkedIn * BeSmartee Website * Good to Great Book*
If you enjoyed this episode then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * The Support Automation Show RSS Feed
The Support Automation Show is hand crafted by our friends over at: fame.so
Previous guests include: Jason Yun of Relay, Julie Tuggle-Nguyen of Midwest BankCentre, Jennifer Chiang of Seso, Stacy Justino of Wistia, Jeffrey Breunsbach of Higher Logic, Jared Sklar of HOVER, Kristina Podnar of NativeTrust Consulting, Independent Consultant Rachel Jennings-Keane, Craig Soelberg of Chargebee
Check out our three most downloaded episodes:
- How Can Support Automation Help Build Trust Between Internal and External Customers with Jason Yun, Co-founder at Relay
- How to Engage with Communities and Your Team with Julie Tuggle-Nguyen, Executive Vice President Human Resources at Midwest BankCentre
- How to Automate Your Startup with Jennifer Chiang, Head of Customer Success at Seso and Author of The Startup’s Guide to Customer Success
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Jason Yun, Co-Founder at Relay, where they discuss automation's role in building trust between internal and external customers.
Episode resources:* Jason Yun on LinkedIn * Relay Website * Year of Yes Book * Customer Support Leaders Podcast * Tony Hsieh, former CEO of Zappos
If you enjoyed this episode then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * The Support Automation Show RSS Feed
The Support Automation Show is hand crafted by our friends over at: fame.so
Previous guests include: Jason Yun of Relay, Julie Tuggle-Nguyen of Midwest BankCentre, Jennifer Chiang of Seso, Stacy Justino of Wistia, Jeffrey Breunsbach of Higher Logic, Jared Sklar of HOVER, Kristina Podnar of NativeTrust Consulting, Independent Consultant Rachel Jennings-Keane, Craig Soelberg of Chargebee
Check out our three most downloaded episodes:
- How Can Support Automation Help Build Trust Between Internal and External Customers with Jason Yun, Co-founder at Relay
- How to Engage with Communities and Your Team with Julie Tuggle-Nguyen, Executive Vice President Human Resources at Midwest BankCentre
- How to Automate Your Startup with Jennifer Chiang, Head of Customer Success at Seso and Author of The Startup’s Guide to Customer Success
Throughout the year we’ve been asking our guests what the phrase “Support Automation” means to them. In this holiday episode we’ll be running through some of the best answers to this question, and revisiting some of the unique insights our guests had to share.
Learn more about Jason:* Jason's LinkedIn * Relay's Website * Episode Link
Learn more about Maxime:* Maxime's LinkedIn * Zest's Website * Episode Link
Learn more about Brent:* Brent's LinkedIn * Verne's Website * Episode Link
Learn more about John:* John's LinkedIn * Capacity's Website * Episode Link
Learn more about Shashank:* Shashank's LinkedIn * InstaMortgage Website * Episode Link
Learn more about Donna:* Donna's LinkedIn * Springboard Solutions Website * Episode Link
Learn more about Melissa:* Melissa's LinkedIn * eWebinar's Website * Episode Link
Learn more about Ed:* Ed's LinkedIn * Exemplify's Website * Episode Link
Learn more about Justin:* Justin's LinkedIn * Allset's Website * Episode Link
Learn more about Jason:* Jason's LinkedIn * 3 State Car Club's Website * Episode Link
If you enjoyed this episode then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * The Support Automation Show RSS Feed
The Support Automation Show is hand crafted by our friends over at: fame.so
Previous guests include: Jason Yun of Relay, Julie Tuggle-Nguyen of Midwest BankCentre, Jennifer Chiang of Seso, Stacy Justino of Wistia, Jeffrey Breunsbach of Higher Logic, Jared Sklar of HOVER, Kristina Podnar of NativeTrust Consulting, Independent Consultant Rachel Jennings-Keane, Craig Soelberg of Chargebee
Check out our three most downloaded episodes:
- How Can Support Automation Help Build Trust Between Internal and External Customers with Jason Yun, Co-founder at Relay
- How to Engage with Communities and Your Team with Julie Tuggle-Nguyen, Executive Vice President Human Resources at Midwest BankCentre
- How to Automate Your Startup with Jennifer Chiang, Head of Customer Success at Seso and Author of The Startup’s Guide to Customer Success
In this episode of The Support Automation Show we are joined by Tim Nguyen, Co-Founder and CEO of BeSmartee, a leader in digital mortgage innovation. We discuss BeSmartee's approach to customer support automation, best mortgage automation practices and tools, and how automation enhances operational efficiencies.
Learn more about Tim:* Tim's LinkedIn * BeSmartee's LinkedIn * BeSmartee's Website
Other Resources:* Good to Great: Why Some Companies Make the Leap...And Others Don't by Jim Collins
If you enjoyed this episode then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * The Support Automation Show RSS Feed
The Support Automation Show is hand crafted by our friends over at: fame.so
Previous guests include: Jason Yun of Relay, Julie Tuggle-Nguyen of Midwest BankCentre, Jennifer Chiang of Seso, Stacy Justino of Wistia, Jeffrey Breunsbach of Higher Logic, Jared Sklar of HOVER, Kristina Podnar of NativeTrust Consulting, Independent Consultant Rachel Jennings-Keane, Craig Soelberg of Chargebee
Check out our three most downloaded episodes:
- How Can Support Automation Help Build Trust Between Internal and External Customers with Jason Yun, Co-founder at Relay
- How to Engage with Communities and Your Team with Julie Tuggle-Nguyen, Executive Vice President Human Resources at Midwest BankCentre
- How to Automate Your Startup with Jennifer Chiang, Head of Customer Success at Seso and Author of The Startup’s Guide to Customer Success
In this episode of The Support Automation Show we are joined by Ed Frame, Founder of Exemplify, to discuss the differences between email automation and personal email and how to balance them to deliver a great customer experience.
Learn more about Ed:* Ed's LinkedIn * Exemplify's LinkedIn * Exemplify's Website
Other Resources:* Building a Story Brand by Donald Miller * Never Lose a Customer Again Joey Coleman * Customer Service Excellence
If you enjoyed this episode then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * The Support Automation Show RSS Feed
The Support Automation Show is hand crafted by our friends over at: fame.so
Previous guests include: Jason Yun of Relay, Julie Tuggle-Nguyen of Midwest BankCentre, Jennifer Chiang of Seso, Stacy Justino of Wistia, Jeffrey Breunsbach of Higher Logic, Jared Sklar of HOVER, Kristina Podnar of NativeTrust Consulting, Independent Consultant Rachel Jennings-Keane, Craig Soelberg of Chargebee
Check out our three most downloaded episodes:
- How Can Support Automation Help Build Trust Between Internal and External Customers with Jason Yun, Co-founder at Relay
- How to Engage with Communities and Your Team with Julie Tuggle-Nguyen, Executive Vice President Human Resources at Midwest BankCentre
- How to Automate Your Startup with Jennifer Chiang, Head of Customer Success at Seso and Author of The Startup’s Guide to Customer Success
In this episode of The Support Automation Show, a podcast by Capacity, we are joined by Melissa Kwan, Co-Founder and CEO of eWebinar, to discuss why automation matters for your webinar strategy and how that aligns with the current trend of how consumers expect to engage with information.
Learn more about Melissa:* Melissa's LinkedIn * eWebinar's LinkedIn * eWebinar's Website
Other Resources:* Presentation Secrets of Steve Jobs by Carmine Gallo * Customer Success Leadership Network
If you enjoyed this episode then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * The Support Automation Show RSS Feed
The Support Automation Show is hand crafted by our friends over at: fame.so
Previous guests include: Jason Yun of Relay, Julie Tuggle-Nguyen of Midwest BankCentre, Jennifer Chiang of Seso, Stacy Justino of Wistia, Jeffrey Breunsbach of Higher Logic, Jared Sklar of HOVER, Kristina Podnar of NativeTrust Consulting, Independent Consultant Rachel Jennings-Keane, Craig Soelberg of Chargebee
Check out our three most downloaded episodes:
- How Can Support Automation Help Build Trust Between Internal and External Customers with Jason Yun, Co-founder at Relay
- How to Engage with Communities and Your Team with Julie Tuggle-Nguyen, Executive Vice President Human Resources at Midwest BankCentre
- How to Automate Your Startup with Jennifer Chiang, Head of Customer Success at Seso and Author of The Startup’s Guide to Customer Success
In this episode of The Support Automation Show we are joined by Justin Clegg, Founder and CEO of Allset. We discuss the benefits of SMS-based AI and how small businesses and direct-to-customer settings can utilize it efficiently.
Learn more about Justin:* Justin's LinkedIn * Allset's LinkedIn * Allset's Website
Other Resources:* Atomic Habits by James Clear * The Alchemist by Paulo Coelho
If you enjoyed this episode then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * The Support Automation Show RSS Feed
The Support Automation Show is hand crafted by our friends over at: fame.so
Previous guests include: Jason Yun of Relay, Julie Tuggle-Nguyen of Midwest BankCentre, Jennifer Chiang of Seso, Stacy Justino of Wistia, Jeffrey Breunsbach of Higher Logic, Jared Sklar of HOVER, Kristina Podnar of NativeTrust Consulting, Independent Consultant Rachel Jennings-Keane, Craig Soelberg of Chargebee
Check out our three most downloaded episodes:
- How Can Support Automation Help Build Trust Between Internal and External Customers with Jason Yun, Co-founder at Relay
- How to Engage with Communities and Your Team with Julie Tuggle-Nguyen, Executive Vice President Human Resources at Midwest BankCentre
- How to Automate Your Startup with Jennifer Chiang, Head of Customer Success at Seso and Author of The Startup’s Guide to Customer Success
In this episode of The Support Automation Show, a podcast by Capacity, Brent Sanders, Co-Founder of Verne and CEO of Formulated Automation, joins Justin Schmidt to discuss some of the best automation practices, how bringing software automation unlocks value at organizations, and the advantages of cross-product integration.
Learn more about Brent:* Brent's LinkedIn * Verne's Website * Formulated Automation's Website
Other Resources:* The Untethered Soul: The Journey Beyond Yourself by Michael A. Singer
If you enjoyed this episode then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * The Support Automation Show RSS Feed
The Support Automation Show is hand crafted by our friends over at: fame.so
Previous guests include: Jason Yun of Relay, Julie Tuggle-Nguyen of Midwest BankCentre, Jennifer Chiang of Seso, Stacy Justino of Wistia, Jeffrey Breunsbach of Higher Logic, Jared Sklar of HOVER, Kristina Podnar of NativeTrust Consulting, Independent Consultant Rachel Jennings-Keane, Craig Soelberg of Chargebee
Check out our three most downloaded episodes:
- How Can Support Automation Help Build Trust Between Internal and External Customers with Jason Yun, Co-founder at Relay
- How to Engage with Communities and Your Team with Julie Tuggle-Nguyen, Executive Vice President Human Resources at Midwest BankCentre
- How to Automate Your Startup with Jennifer Chiang, Head of Customer Success at Seso and Author of The Startup’s Guide to Customer Success
Maxime Manseau, Co-Founder and CEO of Zest, joins Justin Schmidt in the next episode of The Support Automation Show. They discuss why organizations should automate lower-value support tasks and interactions to save time, money, and bandwidth for high-value ones.
Learn more about Maxime:* Maxime's LinkedIn * Zest's LinkedIn * Zest's Official Website
Other Resources:* Sapiens: A Brief History of Humankind by: Yuval Noah Harari * The Three Musketeers by: Alexandre Dumas
If you enjoyed this episode then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * The Support Automation Show RSS Feed
The Support Automation Show is hand crafted by our friends over at: fame.so
Previous guests include: Jason Yun of Relay, Julie Tuggle-Nguyen of Midwest BankCentre, Jennifer Chiang of Seso, Stacy Justino of Wistia, Jeffrey Breunsbach of Higher Logic, Jared Sklar of HOVER, Kristina Podnar of NativeTrust Consulting, Independent Consultant Rachel Jennings-Keane, Craig Soelberg of Chargebee
Check out our three most downloaded episodes:
- How Can Support Automation Help Build Trust Between Internal and External Customers with Jason Yun, Co-founder at Relay
- How to Engage with Communities and Your Team with Julie Tuggle-Nguyen, Executive Vice President Human Resources at Midwest BankCentre
- How to Automate Your Startup with Jennifer Chiang, Head of Customer Success at Seso and Author of The Startup’s Guide to Customer Success
Jason Frazier, EVP of Marketing at Victorian Finance, Mortgage Coach, Marketer, and Podcast Producer at Next Level Loan Officers, and Founder of Mortgage X, joins the next episode of The Support Automation Show. Jason Frazier is an award-winning marketer, disruptive strategist, and technologist with more than twenty years of C-Level expertise. Today, he shares his expertise on how organizations can automate their marketing.
Learn more about Jason:* Jason's LinkedIn * Victorian Finance's LinkedIn * Next Level Loan Officers' LinkedIn * Victorian Finance's Official Website * Next Level Loan Officers' Official Website
Other Resources:* X: The Experience When Business Meets Design: The Experience When Business Meets Design by Brian Solis
If you enjoyed this episode then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * The Support Automation Show RSS Feed
The Support Automation Show is hand crafted by our friends over at: fame.so
Previous guests include: Jason Yun of Relay, Julie Tuggle-Nguyen of Midwest BankCentre, Jennifer Chiang of Seso, Stacy Justino of Wistia, Jeffrey Breunsbach of Higher Logic, Jared Sklar of HOVER, Kristina Podnar of NativeTrust Consulting, Independent Consultant Rachel Jennings-Keane, Craig Soelberg of Chargebee
Check out our three most downloaded episodes:
- How Can Support Automation Help Build Trust Between Internal and External Customers with Jason Yun, Co-founder at Relay
- How to Engage with Communities and Your Team with Julie Tuggle-Nguyen, Executive Vice President Human Resources at Midwest BankCentre
- How to Automate Your Startup with Jennifer Chiang, Head of Customer Success at Seso and Author of The Startup’s Guide to Customer Success
Scott Roller, Co-Founder of Vendor Surf and Founder of 3W Partners, joins Justin Schmidt in the next episode of The Support Automation Show. They discuss the role support automation plays in the mortgage and credit union ecosystems and why with the end of the ReFi Boom, there's been a major shift in focus to digital transformation efforts.
Learn more about Scott:* Scott's LinkedIn * Vendor Surf's LinkedIn * 3W Partners' LinkedIn * Vendor Surf's Official Website
Other Resources:* Where Good Ideas Come From by Steven Johnson
If you enjoyed this episode then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * The Support Automation Show RSS Feed
The Support Automation Show is hand crafted by our friends over at: fame.so
Previous guests include: Jason Yun of Relay, Julie Tuggle-Nguyen of Midwest BankCentre, Jennifer Chiang of Seso, Stacy Justino of Wistia, Jeffrey Breunsbach of Higher Logic, Jared Sklar of HOVER, Kristina Podnar of NativeTrust Consulting, Independent Consultant Rachel Jennings-Keane, Craig Soelberg of Chargebee
Check out our three most downloaded episodes:
- How Can Support Automation Help Build Trust Between Internal and External Customers with Jason Yun, Co-founder at Relay
- How to Engage with Communities and Your Team with Julie Tuggle-Nguyen, Executive Vice President Human Resources at Midwest BankCentre
- How to Automate Your Startup with Jennifer Chiang, Head of Customer Success at Seso and Author of The Startup’s Guide to Customer Success
In this episode of The Support Automation Show, Justin Schmidt is joined by Shashank Shekhar, Founder, and CEO of InstaMortgage, one of the fastest-growing mortgage companies in America and the fastest-growing private company in Silicon Valley.
In September 2020, Shashank led his team to create Rachel, the world’s first digital human in the mortgage industry. Today, Shashank reveals the secret behind the company's success and the implication of automation and technology in the process.
Learn more about Shashank:* Shashank's LinkedIn * InstaMortgage's LinkedIn * InstaMortgage's Official Website
Other Resources:* Influence: The Psychology of Persuasion by Robert B. Cialdini * Thinking, Fast and Slow by Daniel Kahneman
If you enjoyed this episode then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * The Support Automation Show RSS Feed
The Support Automation Show is hand crafted by our friends over at: fame.so
Previous guests include: Jason Yun of Relay, Julie Tuggle-Nguyen of Midwest BankCentre, Jennifer Chiang of Seso, Stacy Justino of Wistia, Jeffrey Breunsbach of Higher Logic, Jared Sklar of HOVER, Kristina Podnar of NativeTrust Consulting, Independent Consultant Rachel Jennings-Keane, Craig Soelberg of Chargebee
Check out our three most downloaded episodes:
- How Can Support Automation Help Build Trust Between Internal and External Customers with Jason Yun, Co-founder at Relay
- How to Engage with Communities and Your Team with Julie Tuggle-Nguyen, Executive Vice President Human Resources at Midwest BankCentre
- How to Automate Your Startup with Jennifer Chiang, Head of Customer Success at Seso and Author of The Startup’s Guide to Customer Success
In this special episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by John Heck, Sr. Advisor Lending Solutions at Capacity, to talk about the trends and forward-looking aspects of support automation in the housing and mortgage space.
John is a highly motivated professional with passionate leadership and relationship management skills forged by a thirty-plus-year executive track record in growth and business transformation.
Learn more about John:* John's LinkedIn * Capacity's LinkedIn * Capacity's Website
Other Resources:* The Big Switch: Rewiring the World, from Edison to Google by Nicholas Carr
If you enjoyed this episode then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * The Support Automation Show RSS Feed
The Support Automation Show is hand crafted by our friends over at: fame.so
Previous guests include: Jason Yun of Relay, Julie Tuggle-Nguyen of Midwest BankCentre, Jennifer Chiang of Seso, Stacy Justino of Wistia, Jeffrey Breunsbach of Higher Logic, Jared Sklar of HOVER, Kristina Podnar of NativeTrust Consulting, Independent Consultant Rachel Jennings-Keane, Craig Soelberg of Chargebee
Check out our three most downloaded episodes:
- How Can Support Automation Help Build Trust Between Internal and External Customers with Jason Yun, Co-founder at Relay
- How to Engage with Communities and Your Team with Julie Tuggle-Nguyen, Executive Vice President Human Resources at Midwest BankCentre
- How to Automate Your Startup with Jennifer Chiang, Head of Customer Success at Seso and Author of The Startup’s Guide to Customer Success
In this episode of The Support Automation Podcast, Donna Weber, The Customer Onboarding Expert at Donna Weber Springboard Solutions and Principal of KickStart Alliance, joins Justin Schmidt to discuss the role of support automation in customer onboarding and the benefits of taking a low/digital touch approach.
Learn more about Donna:* Donna's LinkedIn * Springboard Solutions' LinkedIn * KickStart Alliance's LinkedIn * Springboard Solutions' Official Website * KickStart Alliance's Official Website
Other Resources:* Deep Work by Cal Newport
If you enjoyed this episode then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * The Support Automation Show RSS Feed
The Support Automation Show is hand crafted by our friends over at: fame.so
Previous guests include: Jason Yun of Relay, Julie Tuggle-Nguyen of Midwest BankCentre, Jennifer Chiang of Seso, Stacy Justino of Wistia, Jeffrey Breunsbach of Higher Logic, Jared Sklar of HOVER, Kristina Podnar of NativeTrust Consulting, Independent Consultant Rachel Jennings-Keane, Craig Soelberg of Chargebee
Check out our three most downloaded episodes:
- How Can Support Automation Help Build Trust Between Internal and External Customers with Jason Yun, Co-founder at Relay
- How to Engage with Communities and Your Team with Julie Tuggle-Nguyen, Executive Vice President Human Resources at Midwest BankCentre
- How to Automate Your Startup with Jennifer Chiang, Head of Customer Success at Seso and Author of The Startup’s Guide to Customer Success
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Jason Yun, Co-founder at Relay, where they discuss automation's role in building trust between internal and external customers.
Learn more about Jason:* Jason's LinkedIn * Relay's LinkedIn * Relay's Official Website
Other Resources:* Year of Yes by Shonda Rhimes
If you enjoyed this episode then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * The Support Automation Show RSS Feed
The Support Automation Show is hand crafted by our friends over at: fame.so
Previous guests include: Jason Yun of Relay, Julie Tuggle-Nguyen of Midwest BankCentre, Jennifer Chiang of Seso, Stacy Justino of Wistia, Jeffrey Breunsbach of Higher Logic, Jared Sklar of HOVER, Kristina Podnar of NativeTrust Consulting, Independent Consultant Rachel Jennings-Keane, Craig Soelberg of Chargebee
Check out our three most downloaded episodes:
- How Can Support Automation Help Build Trust Between Internal and External Customers with Jason Yun, Co-founder at Relay
- How to Engage with Communities and Your Team with Julie Tuggle-Nguyen, Executive Vice President Human Resources at Midwest BankCentre
- How to Automate Your Startup with Jennifer Chiang, Head of Customer Success at Seso and Author of The Startup’s Guide to Customer Success
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Lee Cockerell, Chief Learning Officer at the Cockerell Academy and Founder of Lee Cockerell Creating Leadership Magic. They discuss the role of leadership in creating world-class customer service.
Learn more about Lee:* Lee's LinkedIn * Cockerell Academy's Website * Lee Cockerell Creating Leadership Magic Website
Other Resources:* Creating Disney Magic Podcast
If you enjoyed this episode then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * RSS Feed
The Support Automation Show is hand crafted by our friends over at: fame.so
Previous guests include: Jason Yun of Relay, Julie Tuggle-Nguyen of Midwest BankCentre, Jennifer Chiang of Seso, Stacy Justino of Wistia, Jeffrey Breunsbach of Higher Logic, Jared Sklar of HOVER, Kristina Podnar of NativeTrust Consulting, Independent Consultant Rachel Jennings-Keane, Craig Soelberg of Chargebee
Check out our three most downloaded episodes:
- How Can Support Automation Help Build Trust Between Internal and External Customers with Jason Yun, Co-founder at Relay
- How to Engage with Communities and Your Team with Julie Tuggle-Nguyen, Executive Vice President Human Resources at Midwest BankCentre
- How to Automate Your Startup with Jennifer Chiang, Head of Customer Success at Seso and Author of The Startup’s Guide to Customer Success
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Dan Steinman, Chief Evangelist at Gainsight. They discuss the difference between support and customer success and how businesses should apply automation to both.
Learn more about Dan:* Dan's LinkedIn * Gainsight's LinkedIn * Gainsight's Official Website
Other Resources:* Customer Success: How Innovative Companies are Reducing Churn and Growing Recurring Revenue
If you enjoyed this episode then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * The Support Automation Show RSS Feed
The Support Automation Show is hand crafted by our friends over at: fame.so
Previous guests include: Jason Yun of Relay, Julie Tuggle-Nguyen of Midwest BankCentre, Jennifer Chiang of Seso, Stacy Justino of Wistia, Jeffrey Breunsbach of Higher Logic, Jared Sklar of HOVER, Kristina Podnar of NativeTrust Consulting, Independent Consultant Rachel Jennings-Keane, Craig Soelberg of Chargebee
Check out our three most downloaded episodes:
- How Can Support Automation Help Build Trust Between Internal and External Customers with Jason Yun, Co-founder at Relay
- How to Engage with Communities and Your Team with Julie Tuggle-Nguyen, Executive Vice President Human Resources at Midwest BankCentre
- How to Automate Your Startup with Jennifer Chiang, Head of Customer Success at Seso and Author of The Startup’s Guide to Customer Success
Jason Viglione, Director of Customer Support Experience at H1, joins the next episode of The Support Automation Show. Jason is a dynamic, senior thought leader professional possessing a 20+ year proven track record of superior performance in the technology solutions space. And today, he shares his knowledge of support automation in the healthcare industry.
Learn more about Jason:* Jason's LinkedIn * H1 Connect LinkedIn * H1 Connect Official Website
Other Resources:* Delivering Happiness by Tony Hsieh
If you enjoyed this episode then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * The Support Automation Show RSS Feed
The Support Automation Show is hand crafted by our friends over at: fame.so
Previous guests include: Jason Yun of Relay, Julie Tuggle-Nguyen of Midwest BankCentre, Jennifer Chiang of Seso, Stacy Justino of Wistia, Jeffrey Breunsbach of Higher Logic, Jared Sklar of HOVER, Kristina Podnar of NativeTrust Consulting, Independent Consultant Rachel Jennings-Keane, Craig Soelberg of Chargebee
Check out our three most downloaded episodes:
- How Can Support Automation Help Build Trust Between Internal and External Customers with Jason Yun, Co-founder at Relay
- How to Engage with Communities and Your Team with Julie Tuggle-Nguyen, Executive Vice President Human Resources at Midwest BankCentre
- How to Automate Your Startup with Jennifer Chiang, Head of Customer Success at Seso and Author of The Startup’s Guide to Customer Success
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Jennifer Chiang, Head of Customer Success at Seso and Author of The Startup’s Guide to Customer Success. They discuss how startups can adopt automation to engage with customers positively and gain a competitive advantage.
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Robin Clayton, Director, Digital Lending and Marketing at Paramount Residential Mortgage Group. With a strong background in financial services, real estate, and corporate operations, Robin brings creative and innovative solutions to the organization’s toughest challenges. One of her key focuses is automation, and today Robin shares her approach to automating support and onboarding at PRMG.
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Rachael McBrearty, Chief Customer Officer at LeanData and Host of the OpsStars Podcast. They discuss how to create the right mix of automation and human intervention to ensure you are delivering high-quality customer support
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Rick DeLisi, Author and Lead Research Analyst at Glia. They discuss the benefits of digital transformation in customer service and how businesses can offer effective digital solutions.
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Shep Hyken, Chief Amazement Officer, Speaker, Author, and Writer at Shepard Presentations. Shep shares valuable insights about the impact of automation on customer service and customer experience.
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Nick Mehta, Chief Executive Officer at Gainsight. They discuss the importance of a strong collaboration between customer success and product, and what role automation can play in this relationship.
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Paul Henderson, Director and Outcome Workshop Leader at Outcome Leaders. They discuss the three levels of automation and how to set up an automation strategy.
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Kristi Faltorusso, VP of Customer Success at ClientSuccess and Founder of Keeping CS Simple. They discuss using automation in a high engagement model and the implementation of technology to compliment your efforts.
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Zachary R Wahl, Chief Executive Officer at Enterprise Knowledge. They uncover the role of knowledge management and knowledge graphs for organizations, the impact of AI on knowledge management transformation, and how companies can successfully apply these tools to leverage their business.
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Stacy Sherman, Speaker, Author, Podcaster, Mentor at Doing CX Right. They discuss how businesses can perfect the balance between humans and automation to accomplish future goals and why effective communication with the customer is crucial to achieving that.
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Emily Garza, Former AVP, Customer Success at Fastly. They discuss how a business can position automation with a team and strategies to evaluate different support automation tools.
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Lee Roquet, Chief Customer Officer at Yellowfin. They discuss why an organization that adopts support automation needs to find the right balance between the company and customer's need to succeed.
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Nicole Garberg, Vice President of Customer Experience at Engine. They discuss why people find automation scary, how automation applies to the customer and employee experience, and Engine’s approach to automating support. They also dive into how a business can integrate automation efficiently to gain the support and encouragement of the existing employee base and the long-term benefits of customer experience.
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Melissa Teater, Senior Operations Consultant at World Wide Technology. They discuss digital transformation, business value through automation at World Wide Technology, and the positive impacts of automation for organizations.
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Antonio King, Head of Support at Veho. They discuss how automation can help customer support succeed, Veho's approach to automating support, and why businesses need to adopt automation for their legacy workflows.
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Jared Sklar, Sr. Manager of Customer Operations at HOVER. They discuss how HOVER helps clients develop their businesses and careers, why implementing automation inside a support function benefits both the clients and employees, and the relationship between product engineering and customer support.
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Kristina Podnar, Digital Policy Consultant at NativeTrust Consulting. They discuss the importance of adopting the right policies for your automation processes, the biases and risks you need to consider, and why organizations need to be transparent about automation with their clients.
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Julie Tuggle-Nguyen, Vice President Human Resources at Midwest BankCentre. They discuss the meaningful work they do to engage with their communities, specifically around educating people on how they can access a financial network that will benefit them.
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Christopher Rotz, Director of Process and Analytics at American Pacific Mortgage. They discuss the concept that implementing support automation should be focused on the customer experience. For it to truly be considered a success, customers should want to use it, not have to use it.
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by David Apple, Chief Revenue Officer at Zingtree. They discuss David's journey from mechanical engineer to Industry thought leader, customer guide, and sales marketing professional, his leading business principles for customers' success and support automation, and tips on boosting performance with the help of tech tools.
In this episode of The Support Automation Show, Justin is joined by Craig Soelberg, Senior People Success Manager at Chargebee, a subscription billing management software. Craig talks to us about the challenges of having employees spread out across the globe, shares his thoughts about support automation for employees, and discusses how human resources and employee engagement, combined with automation and AI can improve employee experience.
In this episode of The Support Automation Show, Justin talks about his incredible experiences with his recent interviews and today Justin sets out an agreement and discusses what the audience and other listeners expect to learn about support automation from innovative leaders in customer and employee support. What are the tools that I need? What are some of the process improvements that I need? How do I manage the change and how do I bring this value to our customers and also to our employees?
In this episode of The Support Automation Show, Justin is joined by Rachel Jennings-Keane, Independent Customer Success Consultant, to share how leveraging technology can "satisfy the unsatisfied", the power of understanding your customer’s buying behaviour and why you need to analyse customer success rate.
In this episode of Support Automation Show, Justin is joined by Jeffrey Breunsbach, Director of Customer Experience at Higher Logic, to discuss the role of automation in support success, his top three tips on transforming customer experience and how automation can facilitate growth.
In this episode of The Support Automation Show, Justin is joined by Stacy Justino, Director of Customer Happiness at Wistia, to discuss Stacy's journey from a school teacher to a customer support specialist, her top three tips on revolutionising customer experience, and how support automation can solve business challenges.