The Support Automation Show
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.
Email Automation VS Personal Email Delivery with Ed Frame, Founder of Exemplify
November 17, 2022 • 42 MIN
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.
Automating Your Webinar Strategy with Melissa Kwan, Co-Founder and CEO of eWebinar
November 3, 2022 • 35 MIN
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.
SMS-Based AI and Its Use in Small Businesses and Direct-to-Customer Settings with Justin Clegg, Founder and CEO of Allset
October 20, 2022 • 30 MIN
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.
Driving Business Software Automation Effectively with Brent Sanders, Co-Founder of Verne and CEO of Formulated Automation
October 6, 2022 • 38 MIN
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.
Building Customer Success by Automating Routine Tasks with Maxime Manseau, Co-Founder and CEO of Zest
September 22, 2022 • 30 MIN
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.
Improving Marketing in the World of Support Automation with Jason Frazier, EVP of Marketing at Victorian Finance, Mortgage Coach, Marketer, and Podcast Producer at Next Level Loan Officers, and Founder of Mortgage X
September 8, 2022 • 41 MIN
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.
Why the End of the ReFi Boom Determines Mortgage Businesses to Shift Focus to Digital Transformation with Scott Roller, Co-Founder of Vendor Surf and Founder of 3W Partners
August 25, 2022 • 44 MIN
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.
How Back-End Operations Automation Powers Front-End Consumer Experience with Shashank Shekhar, Founder, and CEO of InstaMortgage
August 11, 2022 • 39 MIN
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.
Leading AI and Support Automation Initiatives in the Mortgage Space with John Heck, Sr. Advisor Lending Solutions at Capacity
July 28, 2022 • 33 MIN
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.
How Can Technology Help Deliver Customer Onboarding in a Low-Touch/Digital Approach with Donna Weber, The Customer Onboarding Expert at Donna Weber Springboard Solutions and Principal of KickStart Alliance
July 14, 2022 • 29 MIN
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.
How Can Support Automation Help Build Trust Between Internal and External Customers with Jason Yun, Co-founder at Relay
June 30, 2022 • 42 MIN
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.
How to Achieve Top-Class Customer Service with Lee Cockerell, Chief Learning Officer at Cockerell Academy and Founder of Lee Cockerell Creating Leadership Magic
June 16, 2022 • 37 MIN
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.
Customer Success vs Customer Support with Dan Steinman, Chief Evangelist at Gainsight
June 2, 2022 • 43 MIN
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.
How Does Automation Help the Healthcare Industry Save More Time, Money, and Lives with Jason Viglione, Director of Customer Support Experience at H1
May 19, 2022 • 43 MIN
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.
How to Automate Your Startup with Jennifer Chiang, Head of Customer Success at Seso and Author of The Startup’s Guide to Customer Success
May 5, 2022 • 29 MIN
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.
How Support Automation Accelerates The Onboarding of New Hires in the Mortgage Industry with Robin Clayton, Director, Digital Lending and Marketing at Paramount Residential Mortgage Group
April 21, 2022 • 39 MIN
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.
Finding a Balance Between Automation and Human Intervention with Rachael McBearty, Chief Customer Officer at LeanData
April 7, 2022 • 39 MIN
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
Digital Transformation in Customer Experience with Rick DeLisi, Author and Lead Research Analyst at Glia
March 24, 2022 • 40 MIN
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.
How Automation is Transforming Customer Service and Customer Experience with Shep Hyken, Chief Amazement Officer, Speaker, Author, and Writer at Shepard Presentations
March 10, 2022 • 28 MIN
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.
How Can Automation Benefit Customer Success with Nick Mehta, Chief Executive Officer at Gainsight
February 24, 2022 • 32 MIN
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.
The Three Purpose Levels of Automation with Paul Henderson, Director and Outcome Workshop Leader at Outcome Leaders
February 10, 2022 • 35 MIN
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.
Automation in a High Engagement Model with Kristi Faltorusso, VP of Customer Success at ClientSuccess and Founder of Keeping CS Simple
January 27, 2022 • 39 MIN
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.
Knowledge Management, Graphs, and AI with Zachary R Wahl, Chief Executive Officer at Enterprise Knowledge
January 13, 2022 • 38 MIN
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.
Balancing Human Work and Automation with Stacy Sherman, Speaker, Author, Podcaster, Mentor at Doing CX Right
December 30, 2021 • 37 MIN
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.
Positioning Automation With Your Team with Emily Garza, Former AVP, Customer Success at Fastly
December 16, 2021 • 41 MIN
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.
Support Automation Balance with Lee Roquet, Chief Customer Officer at Yellowfin
December 2, 2021 • 42 MIN
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.
The Benefits of Automation and Customer Self-Service with Nicole Garberg, Vice President of Customer Experience at Engine
November 18, 2021 • 46 MIN
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.
Business Value Through Automation with Melissa Teater, Senior Operations Consultant at World Wide Technology
November 4, 2021 • 44 MIN
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.
Adopting Automation for Legacy Workflows with Antonio King, Head of Support at Veho
October 21, 2021 • 42 MIN
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.
Using Automation To Help Customer Ops Specialists with Jared Sklar, Sr. Manager, and Customer Operations at HOVER
October 7, 2021 • 37 MIN
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.
The Impact of Automation Policies with Kristina Podnar, Digital Policy Consultant at NativeTrust Consulting
September 23, 2021 • 47 MIN
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.
How to Engage with Communities and Your Team with Julie Tuggle-Nguyen, Executive Vice President Human Resources at Midwest BankCentre
September 9, 2021 • 41 MIN
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.
Using Customer Experience to Drive Support Automation with Christopher Rotz, Director of Process and Analytics at American Pacific Mortgage
August 26, 2021 • 35 MIN
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.
Support Automation Boosting Conversion Rates? with David Apple, Chief Revenue Officer at Zingtree
August 12, 2021 • 29 MIN
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.
Becoming People Centric through Employee Feedback with Craig Soelberg, Senior People Success Manager at Chargebee
July 29, 2021 • 34 MIN
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.
An Introduction to Support Automation with Justin Schmidt, VP of Marketing at Capacity
July 15, 2021 • 6 MIN
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?
Using Automation to Satisfy Unsatisfied Customers with Rachel Jennings-Keane, Independent Customer Success Consultant
June 16, 2021 • 42 MIN
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.
The Role of Automation in Support Success with Jeffrey Breunsbach, Director of Customer Experience at Higher Logic
June 15, 2021 • 39 MIN
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.
Becoming an Automation Champion with Stacy Justino, Director of Customer Happiness at Wistia
June 8, 2021 • 28 MIN
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.