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The Support Automation Show: Episode 39

by | Nov 17, 2022

In this episode of The Support Automation Show, Justin Schmidt is 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.

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Ed Frame Transcript

Justin: Welcome to The Support Automation Show, a podcast by Capacity. Join us for 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. I’m your host, Justin Schmidt. Ed Frame, good morning and welcome to The Support Automation Show.

Ed Frame: Good morning, Justin.

Justin: Where does this podcast find you?

Ed: I’m calling in from Melbourne, Australia this morning. Nice and cold, nice and dark so far and you’ll see the sunrise starting to come up behind me as we go on.

Justin: Well, I love it. As the thought leadership that we’re about to get into continues to blossom and grow, the light of the sun is going to start to light up behind you and it’ll be a perfect visual to the conversation we’re about to have.

Ed: That’s it.

Justin: Ed, you are the founder and proprietor of Exemplify, which is a consulting and services business about increasing customer longevity and unforgettable customer experiences. To start us off, why don’t you give us a little background on yourself and what led to the founding of Exemplify and your journey and support and success up to this point?

Ed: Yes, great question. Well, I’ve been a marketing strategist for the last nine years. I’ve been working for different agencies, also doing a little bit of freelance work here and there, so I really have a great understanding of the top-of-funnel, middle-of-funnel part of the customer journey. Then during my last few years, I’ve been heavily working with HubSpot as well, within those two agencies.

Then it was really about one year before I started Exemplify, I was just really noticing a lot of the impact that working for an agency has, where just for even some of our clients or even the agency itself, it was a case of, you get so much– All of our reporting was– so many of these great leads, so many success stories on 300% increase on leads, or 300% increase of customers. That’s all really great, but sometimes, some of the feedback later on down the line after working with somebody for a while was like, actually a lot of those customers were not great or they were churning or they really weren’t chatting about longevity.

That was really the first tip of okay, how can we actually make sure that these customers actually have a better– basically stay with this company for longer? I really started Exemplify really looking into the source of, okay, are we actually attracting the right customer? Our business is actually– the people that they’re getting marketing agencies to get the leads and customers for them, are they targeting the right people?

Actually, from really going down that rabbit hole, I started to really find that actually, a lot of it can be done of– really, the biggest impact is actually the customer experience. It’s really that as soon as somebody makes a purchase, what does that customer journey look like from them? Because we’re very good at mapping out the customer journey from how are we going to get traffic and they’re going to come to our lead magnet and then we’re going to collect their email address and certain nurture and then they’re going to become a customer.

We don’t really think about much after that point and so really, it’s a case of, what can we do in the post-sale experience that actually really makes the world of difference to customers? Even customers who might have not been ideal, but actually addressing their needs, addressing their concerns, giving them a fantastic experience and increasing the lifetime value of those customers.

Justin: Yes. There is absolutely a growing understanding of customer support, customer service, customer success, CX, if you will, as a revenue driver and not just a cost center. It’s maybe a little more obvious in SaaS-type businesses where the customer success function can increase product adoption and help with renewals or upsells, all that other kind of thing. Obviously, in retail or other instances too, happy customers or repeat customers’ average lifetime order value all goes up over time as good service is delivered.

One of the factors is this understanding of revenue and understanding how important these functions are to businesses, that is also increasing is the amount of automation and technology to enable these agents to deliver the best possible experiences. With that, I’m going to ask you the question I ask everybody at the start of this show, and that is when you hear the phrase support automation, what does that mean to you?

Ed: Support automation, when I first hear it, immediately my mind just goes to tickets. As I said, I’ve been a background of HubSpot for the last seven years and their service hub would be very much tickets. That’s always been the first immediate thing that comes up is those automatic ticket pipelines, which, oh, okay, they have their place. That is a tip of the iceberg to what support automation could be.

Really now support automation is the case of what the customer journey is post-sale, how can you support your customer for whatever their needs to be more proactive, rather than reactive? I think there’s a lot of untapped growth with support automation for many businesses out there.

Justin: Let’s use this as a jumping off point for something that you mentioned when we are going back and forth about scheduling this interview and that is, email automation versus personal email delivering and what’s the best experience for customers? In your answer to what support automation is, you talked about proactive versus reactive and you used the word experience a few times.

In a lot of instances, automation enables conversations at scale, email’s often the channel and delivery mechanism for conversations at scale. I think the fact that you brought this up specifically, tells me that you’ve got a lot of thoughts on this topic and I would love to dive into it with you because this is something we don’t touch on quite as much on this show as we do managing tickets during QBRs, all the support and success stuff, but email’s a vital piece of it.

I’m giving a long circuitous way of just setting you up to take it from here, but how do you look at automation versus personal email and how to balance those to provide the best experience?

Ed: Yes, great. Well, you actually said it right at the end of your sentence there. Whatever is going to give the customer the best experience and that’s really the first thing that we think of when it comes to, okay, what does the customer need from us right now? What do– For example, let’s say you’ve purchased something online and essentially what you need is a confirmation of your purchase and that’s going to come via email.

Now, there’s no point waiting till nine o’clock the next morning Justin, for you to write an email to somebody being, hey, well done. You’ve made a purchase and Amazon is going to ship that out to you. Fantastic. That’s just not going to be a good experience, but having that automated confirmation that comes from the back end, is a really better experience for the customer.

What we definitely find is that with many businesses out there who once they get into automation, there’s that tendency to just automate everything and really go hell for leather and making sure that everything is automated, so they can sit back and sit on a beach and everything works well. Actually, that’s not necessarily a great experience. Sometimes, it’s very obvious that you’re not dealing with a human and it’s very obvious that you’re being sent emails that look like they come from a human, but really aren’t and aren’t actually solving the right needs or addressing the right issues.

That’s something that really along the customer journey with my clients and partners, we were very intentional about looking at, okay, where is it best to have a fully-automated email that happens in the backend that you don’t know about when somebody has a particular action? Like when they perhaps submit a ticket or perhaps when– yes, something where it’s submitting something that’s out of hours and I’m going to get back to you in 24 hours.

Great example of automation, but having things where, if somebody really does have a need or a desire or a certain point in the customer journey, where actually, what they need to hear from you is personal information about that specific thing, it’s got to be very much done via a really personalized email for example. The way we really get around this is using email templates where you have really a pre-populated email and you read it and you make sure that it’s all good to go, but then you put your personalization in it and you make sure that you add in and take out what’s relevant.

That’s something that I feel that customers are really longing for is more that personalization approach throughout their customer journey.

Justin: It’s interesting, you said something there that sparked a bit of my curiosity, and that is right at the end of the customer journey. It’s very easy to get the very first parts of automation. I’m sorry. The very first parts of the journey automated. If you have a very standard onboarding flow, for example, the customer who signs up for– let’s use or do this under the auspices of a SaaS company.

Your first customer, your second customer, your third customer, they’re all going to have more or less the same onboarding experience and over time, you get to really hone that thing down to exactly what you need to do. Later on in the journey, when potentially, there’s new functionality or something goes wrong, these tools and the amount of effort and intricacy that goes into delivering a good automation journey is a little more– It’s like the sun just burns hotter during that period than it does on onboarding, even though arguably onboarding is potentially probably the most important thing that you can do.

How do you have clients look at the journey in its totality and where should they be? Is it to do all of it all at once? Is it focused on onboarding and then moving on to mid-lifecycle and then in lifecycle? How’s the best way to approach this?

Ed: Actually, with my clients specifically, I walk them through a seven base framework and we really look at mapping the customer journey, or at least coming up with ideas for the customer journey right from the very first stage, which like you said, onboarding and really the definition I put is, what is the first thing that happens? As soon as somebody either signs a contract or money leaves their account, what is the first thing that happens?

That’s really stage one and that’s where you want to create a great first impression. That’s where you want to mitigate buyer’s remorse. That’s where you want to use a lot of the content that you’ve used within your sales cycle to reinforce that your customer has made a great decision. All those testimonial case studies that you’ve used previously in your marketing, use them as soon as somebody has made a purchase.

Then really, it’s looking at what are the different stages? Then there’s usually a waiting period. As I said, that’s buyer’s remorse. Then if you’re a service-based industry, then there’s really that official kickoff call or that first meeting. How do you go about making a good experience for that? Are your customers getting the right email invites? Are you having emails that are going out that actually create hype? Are they excited?

If you invited an introvert to a roomful of five different people to workshop something, are they going to be really nervous going into this? How can you actually stop– how can you look at those needs and start to put them more at ease before they even enter the door on day one? It’s really looking at what the business does on that journey. Then it’s a case of once you’ve got started, then there’s really that journey where you and the customer are both working to solve the problem.

A great example of this is the difference between– I like to say whenever I got married, I needed three things. I needed a haircut, suit and a gym membership to look my very best. The haircut was only 30 minutes. The process from walking through the door to having my hair cut and my problem solved was only 30 minutes, but my gym membership was six months.

That process of how can you motivate somebody to keep working towards their goals to keep solving that problem and looking at what are the different things that you can do to increase their desire, increase their likelihood that they’re actually going to solve their problem at the end of the day. Then really, once they’ve solved their problem, that’s a whole new stage in their sense of how can you celebrate those results? How can you show them that you had this problem, you came to us to solve this problem by buying this particular product or service and now your problem has disappeared or so close to that?

That’s essentially– and then you then get into the stages of loyalty and advocacy– Oh, sorry. Repeat purchase, loyalty and advocacy down the line. It’s really looking at what can you do within each of those stages to create a better customer experience? Starting to look at where you can use video, where you can use– even gift-giving is such an underrated part where you can just send a gift to your clients out of the blue. It doesn’t need to be at Christmas time. It shouldn’t be at Christmas time, actually and start to build those relationships.

It’s really looking at breaking that down for every customer, or every client of ours and essentially looking at what are those stages. Then really just it’s what’s going to have the biggest impact on those customers right now? There might be some part of a customer journey for business, which is really great and some that aren’t so great. It’s just like, “Let’s start with this.”

That’s going to have the biggest impact on most customers and that’s going to start getting the return on investment and those quick wins in and then starting to flesh out the customer journey as we go.

Justin: One thing that I’m particularly interested in asking you, given the fact that you come from a bit of a marketing background and now you’re also doing this, and you mentioned that a couple of times in your answer there. That’s the concept of making engaging content for the customer to– When you send emails to people, they’re only as good as the open rate.

Ed: 100%.

Justin: You know what I mean? If no one’s opening your email, it doesn’t matter that you sent it. Whether it’s an email or video, or in our world, with AI chat, conversational design, there’s still some copywriting principles that just need to be brought to the table in order to make effective and engaging copy for customers. Do you find that customer organizations don’t have traditional marketing-type talent?

Is it something that maybe we’re seeing more customer teams bring in that talent? Is it relying on the marketing function at the company to help them with this stuff? Where do you see that center of excellence being brought into those customer communications and what is your piece of advice for someone who’s getting started with this and wants to set those channels up for success?

Ed: That’s a really good question. I would say what I’m starting to see is there’s people that– there’s companies that do have that marketing ability, but because they’re focused on traffic and leads, no one really is asking those people for help and just really not seeing it as like, “Oh, that’s not what I actually do.” In actual fact an email is an email at the end of the day and it doesn’t matter whether it’s in there trying to get leads in the door or sales, it’s all about getting people to open it.

The copywriters and the marketers who have those skills to create engaging content, to create an email that has a really strong open rate, 100% sense should be used later on down the customer journey and they should really be the people to– even if they don’t and just don’t have that background of how to deal with support requests or how to deal with a lot of this stuff that the service people are so skilled at, it’s just utilizing their knowledge of how can I create something that’s engaging, that somebody’s going to open, that somebody’s going to read?

The people that I use for creating that content are actually copywriters who really get most of their business through marketing and sales. It’s a bit of a breath of fresh air every now and then when I come in. It’s just, oh, this is different. Essentially, you’re using those people for engagement, rather than what their KPIs are really.

Justin: In terms of the technology that enables customer teams to deliver these types of experiences to their customers, let’s focus on email again, because this is something that, as I said at the top, we don’t cover enough on this show, so I really want to dig into it with you. Are there particular features or aspects of the tools that are often used in this manner that you would advise leaders who are shopping for a solution like this? Is there anything, in particular, to look for? Are there any particular questions to ask during the demo or during the proposal or shopping process that would be good for our listeners to hear?

Ed: Good question. I would say there’s– Really going back to the email automation versus sending a personalized email. It’s the difference between sending an email that’s fully automated versus me sitting down writing it to my customer either addressing a need or just out of the blue. Could be anything. Essentially, when you’re doing a personalized email, you still want that to be as fast as possible. You don’t want to spend too much time on it and that’s why automation is so appealing because I don’t have to spend time on it.

Having features where essentially you’ve got the way– To use HubSpot terminology, you’ve got automated emails, but then you’ve got sales email templates. What a sales email template is, is a pre-populated email with even personalization tokens, like company name, first name and whenever I connect that with Gmail, for example, I can type in your email address Justin, and essentially, I can hit template, I can choose the templated email that I want to select and it’s just going to pre-populate the entire email.

If I wanted to send it right there, I could send it right there. Essentially, what I want to do is, I want to just read through and maybe add a couple of things which are more relevant to their needs or if there has been a question, making sure that I’m answering that question. HubStop also has a little tool called Snippets which allows you to really answer frequently asked questions, so you add a snippet into your backend, so all your frequently asked questions and then you can just basically, while you’re typing an email, use something like #finance and it will pull up like, “Oh, this is the most frequently asked finance question.”

That will import the answer into that email. Being able to use tools where you’ve got that ability to be personal, to answer correctly and to continue having that one-on-one conversation, but being able to do it as fast as possible. Especially if you are answering the same questions often, or giving the same email at a particular stage in the customer journey. That would be two things that I’d always really look out for.

A third one is, it’s probably more in the sales pipeline, but it’s I think called sales template, sales sequencing, which is where if I’m looking to get information from you, then I can automate an automatic follow-up response email. Let’s say, Justin, I’m I’m looking for you to send me some feedback to a project that we’re working on and if I don’t get any reply from you within the next two days, it’s going to automatically send a follow-up saying, “Hey, just moving this to the top of your inbox. Just follow up with you so I can get this project moving forward.”

Being able to have that where it’s either automatic or to a point where the only thing you need to do is input what that person’s current desire is. You say, “We are working towards getting you 100 new contacts via your portal.” Or whatever it is. Those would be three things that I’d really look out for which are, where can you have a fully automated email that comes from multiple different trigger points?

Being able to have personalized emails, templates that you can populate an email and change and add it quickly, so that you’re not spending too much time. Then, something to potentially have that automated follow-up response again that you can tweak and change really quickly. Actually, to even add a fourth way, I guess it does fall in that first one, but having those automatic responses is really key.

For a support automation podcast, if somebody does, let’s say, enter a support ticket that you are actually able to send them an email telling them when they can expect to apply. If it is out office, it’s one o’clock in the morning and none of your support reps are left online, which they definitely shouldn’t be and essentially how you can actually have– People are very okay to know this. If I don’t get this now, that’s okay, but I’d like to know when somebody’s going to get back to me.

Yes, being able to have those automated prompts which fall into the first bracket, but those would be the three things that I feel that most companies– That solves all your email problems throughout your entire customer journey. I don’t think there’s anything that really falls outside of that, unless you’re using a specific tool, but again, that should link into your CRM that then sends those emails.

Justin: Yes, it’s interesting for me sitting on the vendor side of the whole stack here and one of the things that we see a lot is, oftentimes you have great tools, the connective tissue between those tools is not always great. Sometimes, that connective tissue is APIs and what the software applications can by the laws of physics and their code, so to speak, are able to pass back and forth.

Another piece of that is the actual cross-team collaboration and some of the just process management on, “Hey, if the CRM has this and then the email has this and then the knowledge base has that. I’ve got some citizen automation platform where I’ve got an if-then rule set up to do whatever.” It’s a big orchestrated business function. It’s not contained in a simple box deal.

Ed: No.

Justin: My question on this is, as you have gone through this journey with your customers and some of your clients at Exemplify, are there any high-level process-related gotchas that you’ve seen over and over again, that you would recommend a customer success leader stop for just five minutes and think about today, that they can go enact some change and drive results without it festering and getting worse?

Ed: Yes, great. I would say one of the best things that you can actually do is start to map out holistically, really high-level what all those automations are doing, have them on one big chart. Being able to see the entire customer journey in front of you, because first of all, for the customer’s success to be, that allows you to make decisions. You might be saying, “Okay, well I’m getting so many support requests asking about a particular question. I’m getting the same question over and over and over. Where can I actually be more proactive and answer that question earlier in the customer journey?”

You’re able to then be able to very clearly see, “Okay, well, if people are getting stuck here, how can I make sure that they aren’t likely to fall into those pit holes earlier in the customer journey?” That’s one thing that that definitely does. The other thing, it also allows everybody in the business to be on the same page and be very clear about what the process is and even if it is just a very high-level flow of your if-thens. If they do this, then they go here, and if they do this, they go here.

Doesn’t need to go into the depth of all the content of that email, it’s more just like, “They will get an email like this.” And that is the height of it. In any CRM when you create workflows for example, where we’re starting to see so many of the visual mappings because it’s such a big problem, is actually just getting everybody to understand what happens in those workflows and usually it’s down to one person who knows HubSpot or knows ActiveCampaign or knows MailChimp, who then builds these workflows.

As soon as that person leaves, or that person– or something needs to change, it’s completely reliant on those one or two people who know what they’re doing. You quite often have mostly the CEOs who then have an idea and want this implemented, but don’t realize the impact that that has on other workflows or other parts of the customer journey. That’s one of the things that we do, is to make sure that, okay, we have a very clear visual of what that customer journey is.

However the automation looks within the CRM, within HubSpot especially. That can look as complex and as messy as it needs to be to get the best results, but at a high-level understanding so that everybody’s very clear on what happens. That’s got to be really pixel– not pixel-perfect, but just that clear guide to what the customer journey looks like.

Justin: One of the first things we talk about with prospects who come in and talk to Capacity about whatever automation or support function that we’re looking to help augment and solve is, let’s map out the existing process in a good process mapping type.

Ed: Process mapping, yes.

Justin: Little diamonds for decision points and go through the whole thing because oftentimes what you find is these moments of, oh, well, crap. I could fix this part of this by just looking at step three differently here. That doesn’t necessarily negate the need for automation by any means, but it is going to make the chance of success for that investment you’re going to make a hell of a lot higher.

You mentioned the change management and what to do when people leave or when things change, I can’t help but see that sun has started to rise behind you, so an appropriate moment here, I want to ask you about the future of automation in support and what you see as some of the exciting stuff on the frontier and maybe what you see as a potential gotcha, but I’d just to hear your thoughts on the future of support automation.

Ed: Yes, great. I think that the biggest thing that’s going to impact going forward is the personalized approach. I think 2021, 2022 has seen some of the longest phone calls that people have had to just customer service reps. I’ve had two major Australian companies that I’ve had to be on the phone with for more than nine hours in total, which is remarkable that’s even– We can do so much better.

I think there is going to be an element of people who want to be able to have that personalization and I don’t think that means call centers anymore. I think that means being able to have– We’re using AI to understand, how can I help you really quickly by just sending you a blog article? With those chat bots, I think that’s fantastic. I would say that there is getting to that point of actually those customers being successful people on deck for most businesses too– There’s just some things that chat bots and pre populated emails are just not going to be able to solve.

Being able to have that human who is there to be more proactive in reaching out at different points in the customer journey and being, “Hey, how are you going with this? How are you finding our service support?” Being able to gather that insight in a personalized manner to then be able to make really personalized decisions. I think that’s something that we’re starting to see, some of the businesses who are doing that a lot more or having a lot of success because people are then building greater relationships with that brand because they’re connected to an individual person.

I think that’s something that really comes from that customer support, customer success element that I think a lot of companies used when they used to– Even nowadays. Even when you tell somebody– I actually stopped telling people that I create customer experiences because in people’s minds it’s, “Oh, that’s something nice to have.” That’s just making the very basic process better, but it’s more like, “Wouldn’t that be nice? Wouldn’t we all love just a better experience in life?” When in actual fact it’s like, “No, actually I help businesses increase their client lifetime value, I help them get more revenue, I help them become more profitable.” Because those are the things that come with the customer experience.

I would say really that personalized support, having that one-on-one person with automation. I think AI is a huge contributor to it now and the more that AI is able to learn about customer needs and customer desires to be able fulfill some of those early gaps, I think it’s going to be a great step in the right direction.

Justin: We’re getting into actual personalization, not just hello, first name, right?

Ed: Hello, first name, who works at company X and that’s it. I don’t know if you– do you get much LinkedIn– people who connect with you on LinkedIn and then–

Justin: All the time.

Ed: Hey, Ed Frame from Exemplify. Like, “Oh, they must have done their research.”

Justin: My email inbox and my LinkedIn inbox are overrun with– I’m not going to ever fault an SDR for doing their job, but I get a lot of cold emails.

Ed: Yes.

Justin: Ed, this has been a fantastic conversation and I could talk to you all day. In the five minutes that we have left, I would love to do our world famous support automation show quick fire round. First thing that comes to mind as I ask the question. What’s the book you most often recommend to people?

Ed: Cool. Can you recommend two?

Justin: Of course.

Ed: Building a StoryBrand by Donald Miller. I think that’s a fantastic book for being able to just really understand what your customers need. It actually is more of a marketing book, but I actually think it really has a huge impact on what your customers need, what they’re looking for, how you can solve them and use that in your customer experience and your post-sale experience.

The second one is a really great title actually, it’s called How To Never Lose a Customer Again. It’s written by Joey Coleman. Essentially, he breaks down what customers go through from marketing through to brand advocacy. He talks about how you can implement this into your business in 100 days. Essentially, at Exemplify, we take a lot of that blueprint and really it’s a bit of a mix up between that and Building a StoryBrand of how you can continue solving the problems better for your customers through the post-sale customer experience. Those would be the two pieces I highly recommend getting started for post-sale experience.

Justin: What’s the best time-saving productivity hack, productivity tip, trick, call it what you want. What’s the best productivity practice that you most often recommend to people?

Ed: Oh, good. We talked about it earlier on. Being able to template up personalized emails saves so much time because you don’t want to lose that one-to-one list, but there might be a structure or a framework that you know works for you well. It’s a bit like with sales with many businesses, sometimes you just want to replicate your best sales rep. Well, one of the best ways you can do that is look at, well, what emails does your best sales rep send? How do they structure them? How are they written?

Being able to then create a framework and a template that actually other people can follow. I’ve definitely found that using that has really helped me. I also create a lot of Vineyard videos or Loom videos for people who can use Loom. Essentially, rather than having to write a couple of paragraphs, trying to explain something, articulate into words when actually I can just show you a two-minute video, show you everything and essentially also mitigate any questions that you might ask up ahead.

That would be something where, might not be the time saver, but I feel like it does save me time in the long run by mitigating other questions that I know that they’re going to ask if I was just to write a couple of lines about something.

Justin: Great. If you could recommend one website, blog, Slack community, LinkedIn group, et cetera, for customer support and customer success leaders, what would it be? I’m telling you up for a plug here.

Ed: Oh, great. Actually, a great LinkedIn group is called Customer Experience Excellence. There’s about 90,000 people. Are you in that group, Justin?

Justin: I am not.

Ed: Get into it. It’s fantastic and there are a lot of people just really sharing a lot of different things whether it be about email automation, whether it be about customer support, whether it be about customer success, customer service, how to get the most out of that. I often find there’s a lot of nuggets of gold in that one. I log onto LinkedIn each morning. That would be a group that I highly recommend getting a part of.

There’s a lot of people out there who are looking to mentor people within the customer service space, so I highly recommend that group. At Exemplify, we have some great content with this. We’ve got a churn calculator where you’re able to calculate your churn rates and actually look at, what can a 2% or 3% decrease in my churn rate actually save my company over 12, 24, or 36 months?

It’s amazing the impact that you can have by just having a customer who doesn’t leave and how much revenue that actually makes over the course of a long time. Then we’ve also got seven steps to customer longevity, which really goes through those seven phases that we go through as clients to create a better customer experience and really what every customer goes through at some point through a post-purchase cycle.

Justin: Very cool. I have enjoyed our conversation tremendously and like I said, I could chat with you all day. To land the plane here, first off, thank you so much for coming on the show and sharing your expertise with us. Where can people find out more about you, more about Exemplify? Where can people find you on the internet?

Ed: Great. My website is exemplify.com.au. We are based in Australia. This .com.au for anyone who’s listening outside of that. I’m also very active on LinkedIn. I try to post on the daily, so I will happily connect with anyone and everyone. If you send me cold emails, don’t as Justine adheres to, but very happy to connect with anyone and everyone and strike up a conversation and have virtual coffees all the time.

Justin: Awesome. Ed, thank you so much for your time this morning and thank you for coming on The Support Automation Show and you have a wonderful day.

Ed: You, too. All the very best, Justin. Thank you for having me.

Justin: Cheers. The Support Automation Show is brought to you by Capacity. Visit capacity.com to find everything you need for automating support and business processes in one powerful platform. You can find the show by searching for Support Automation in your favorite podcast app. Please subscribe so you don’t miss any future episodes. On behalf of the team here at Capacity, thanks for listening.