The Support Automation Show

53 Episodes

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[Greatest Hits] How to Achieve Top-Class Customer Service with Lee Cockerell, Chief Learning Officer at Cockerell Academy and Founder of Lee Cockerell Creating Leadership Magic

2023-06-0137:13

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.

[Greatest Hits] Driving Business Software Automation Effectively with Brent Sanders, Co-Founder of Verne and CEO of Formulated Automation

2023-05-1838:06

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.

[Greatest Hits] How Back-End Operations Automation Powers Front-End Consumer Experience with Shashank Shekhar, Founder and CEO of InstaMortgage

2023-05-0439:15

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.

[Greatest Hits] How Does Automation Help the Healthcare Industry Save More Time, Money, and Lives with Jason Viglione, Former Director of Customer Support Experience at H1

2023-04-2043:06

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.

[Greatest Hits] 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

2023-04-0644:01

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.

[Greatest Hits] Leading AI and Support Automation Initiatives in the Mortgage Space with John Heck, Sr. Advisor Lending Solutions at Capacity

2023-03-2333:56

In this special episode of The Support Automation Show, a podcast by Capacity, we are 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.

[Greatest Hits] Customer Success vs Customer Support with Dan Steinman, Chief Evangelist at Gainsight

2023-03-0943:03

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.

[Greatest Hits] 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

2023-02-2329:26

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.

[Greatest Hits] How to Automate Your Startup with Jennifer Chiang, Head of Customer Success at Seso and Author of The Startup’s Guide to Customer Success

2023-02-0929:31

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.

[Greatest Hits] 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

2023-01-2639:12

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 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.

[Greatest Hits] Mortgage Automation and Its Role in Increasing Operational Efficiencies with Tim Nguyen, Co-Founder and CEO of BeSmartee

2023-01-1232:31

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.

[Greatest Hits] How Can Support Automation Help Build Trust Between Internal and External Customers with Jason Yun, Co-Founder at Relay

2022-12-2942:19

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.

“What Does Support Automation Mean To You?” - A Holiday Special with Capacity

2022-12-1512:49

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.

Mortgage Automation and Its Role in Increasing Operational Efficiencies with Tim Nguyen, Co-Founder and CEO of BeSmartee

2022-12-0132:31

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.

Email Automation VS Personal Email Delivery with Ed Frame, Founder of Exemplify

2022-11-1742:02

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

2022-11-0335:49

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

2022-10-2030:33

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

2022-10-0638:06

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

2022-09-2230:06

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

2022-09-0841:29

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.

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