Episode 29 – Hana Mohan with SupportBee/MagicBell

Jordan Smith  

Hey everybody, welcome to the iProv Made podcast where we help you build a better, more profitable healthcare practice. I’m Jordan Smith. I’m excited about the guests that we’re gonna be able to bring you guys today. So today, we are talking to Hana Mohan with SupportBee. This specific episode is very important because we talk a lot about internal best practices and ways to get new patients. Right, Hana has got a ton of experience with with with not only this company, but other companies that she started in ran about best practices for patient communication for that customer service aspect of things. So I’m excited about some of the things that she talks about, and I’m pumped to bring you guys this episode. So without further ado, here’s Hana Mohan with SupportBee. Hey, everybody, welcome to the AI problem, a podcast where we help you run a more successful practice. As always, my name is Jordan Smith, another solo cast for you guys this week. RJ will be back soon, I promise. Don’t worry. But today, I am super excited about the guests that we have queued up for you. It is Hana Mohan, CEO of SupportBee. And we’ll- we’ll dig into a little bit more about kind of what she does here in just a second. But Hannah, welcome. Thank you so much for being a guest.

Hana Mohan  

Thanks so much for inviting me. 

Jordan Smith  

No, no, no, we love it. So just to- just to kind of give the listeners a reminder on the way that we think about running a successful healthcare practice, which is just for any business in general, also, is start with the vision first, right? So many, so many owners and business leaders and just people in general, typically, if there’s an issue, right, there’s some sort of symptom that they recognize, and they work tactically to solve that symptom. And what we say is, a lot of times you’re working at it backwards. And what you really need to do is take a step back and figure out if what the issue is affects what your overall vision is. And your vision is your long term plan for the organization. Right? The vision helps establish guardrails for your employees whenever you’re not around to ensure that they make the decisions that you want them to make, right? So it solves a couple problems, but that vision is the long term. Next, we say if there is an issue in the organization, bad news is, it’s all your fault. Good news is it’s all your fault. Yeah. So you’re the one who’s the best equipped to be able to solve the problem. So from there, now you can start figuring out if the issue if it’s not a part of your vision, and doesn’t affect that, instead of jumping right to tactics. Now you can figure out if it’s a strategic issue within your organization. This is where we typically say ask yourself, why three times, and more often than not, you’re going to get past that individual issue, and figure out if it’s the problem of something larger, right? Same way as going to a doctor, the sore throat is a symptom of a larger issue, that that you the doctor needs to solve same thing in your business. From there, then you can start working tactically to figure out the individual steps that you need to solve that problem. and engage your team and get them on board and aligned. And that’s why I’m so excited to have Hana with support beyond here, especially with that engaging your team part. So Hana, before I dig into some questions to tell the listeners out there, a little bit about yourself and, and, and elevator pitch of support be and, and how you guys support your customers.

Hana Mohan  

So um, so my name is Hana and I live in Barcelona. SupportBee is, is a customer support software for collaborative teams for small and medium sized businesses. We started the company again, because we we truly believe in simple customer service, you know, simple solutions in having great customer service, making tools that sort of don’t come in your way while you’re trying to deliver that great customer service, you know, to serve. Your teams don’t have to spend days and weeks learning. And so that’s sort of where we started as well. And now, we are a distributed team. I mean, I guess everybody’s right now, but we’ve been distributed for a while. I have co workers in US and Bolivia in India. So it’s a it’s a lot of fun. A lot of a lot of us are women. That’s great as well. And, you know, I’d be happy to get into any specific questions.

Jordan Smith  

Yeah. Now that that’s great. And I love what you said there about helping, you know, helping from a support standpoint, but also helping teams collaborate, you know? 

Hana Mohan  

Absolutely. Yeah. Customer Support is a team sport.

Jordan Smith  

Yep. Yeah, absolutely. I love that. So tell us about So tell us about specifically, what types of things that support be offers and and how you see that help help some of those, like I talked about those symptomatic issues that businesses have out there. And this is important, whether you’re in health care, or you’re a large hospital system, whether you’re solopreneur, because at the end of the day, we know how important teams are in solving their- their own individual issues. But at the end of the day, we’re all in some sort of customer service business, whether you’re a non profit or not. So talk a little bit about some of the problems that that you guys have specifically.

Hana Mohan  

Right. So we are in fact designed for businesses like hospitals, or, you know, smaller, or, you know, businesses that have a kind of a high touch customer service where each interaction is quite meaningful. It’s you’re building up relationships with your customers, it’s not an app where you answer a question quickly, and then you move on you really, truly, you know, are struggling to understand your customers and spend time with them, not sort of treat them like a ticket. So what we do is we come in when most of these businesses have been working with emails for a long time. And then they sort of reached this point where it gets very hard for them to collaborate over email, to sort of assign you cannot assign an email to somebody, you cannot add a comment to an email, you can forward it, you can BCC people, but it’s all sort of like a hack you never sure who’s responding, who’s whose responsibility This is who has to follow up. So that’s what support we gives you support, we gives you the sort of collaborative layers on top of email. So you can assign conversations to your team members, you can add a comment and ask them a question. You can label things, you can use snippets, which are like pre defined replies that you can use to compose your reply. So you can retain this human touch that you’ve had for a while as as a service as a business, but then internally, add some workflow around it, which is easy for your customers, easy for your team members, and at the same time, are very familiar sort of thing for your customers. 

Jordan Smith  

I love that that’s a great tool, I’ll tell you, we’re a little bit biased, honestly, because we use it for I have our marketing and consulting company, and we love it, we open it up to all of our clients, that’s how we communicate with them, if they need anything from a website change to, you know, they just have a question for us. It all starts with what we call that help desk. And I’ll tell you what it’s helped out with us. And Hana, let you expand on a little bit. And I think you, you hit on it, and I want to make sure the listeners hear this, which is the tool set automatically helps you guys, the listeners out there, build a process around these things, right around these these, these comments, these suggestions, these, these issues that people may have, whether it’s an internal employee, or, you know, you sync it up with your email at a “help@whatever.com.” One of the things that that we found very, very beneficial to was it got rid of it got rid of that siloed email that somebody might send to one person that no one else in the company knew about, right? And it puts it out there in a public spot where these things are, are traceable, they’re trackable. And you know, you can it’s just easier to collaborate with other team members whenever something like that comes up right here.

Hana Mohan  

Exactly. And, you know, I think like, there are businesses where some people serve some individual customers. And so they like to reach out to individual team members directly. And we support this use case where these team members can forward those emails for SupportBee, but we sort of over time, encourage our customers, and then they encourage their customers to email help@ or info@, because like I said, you know, customer support is a team sport. So even if you’re not working that day, or if it’s a different time zone, you still get a reply. So it sort of encourages this best practices. Well, yeah, I think that’s, that’s the biggest benefit our customers see, that’s the biggest benefit we see. Yeah,

Jordan Smith  

I love that. So if there’s some listeners out there that don’t have this type of system setup at all, and they’re they’re doing the traditional method that you talked about before, which is you know, it goes into one inbox that one person is responsible answering or multiple people have logins. Kind of what what, what is the process that that? Where should they start, you know, kind of how do you guys integrate within their organization as a toolset?

Hana Mohan  

That’s a great question. So I think typically what happens is a lot of people feel this pain of not being able to collaborate on the emails, but then like, you know, all of us are hesitant in switching over to the new system, because you know, there is promise but there’s also risks. So the way we have been designed SupportBee as you can connect your email inbox, just like you would connect Outlook or you know, Thunderbird or one of those email clients. And we can start pulling in your emails, you can start replying as a team or individually. And these emails are still synced in your original inbox. Especially if you’re using Google. For example, if you’re using Gmail, which a lot of people use Gmail for business, they’re all synced back. So what you can do is in this sort of like very low friction, low risk way you can try out SupportBee and then slowly start rolling it out your organization. And then one of our design philosophy has been that there are people who are doing customer service all day long in the team, right, like so they, for them, the interface of SupportBee is the best one, they can log into SupportBee and then they can use it all day long, it’s obviously more optimized. But let’s say if you have a team member who is just replying to your comments once in a while, or perhaps only replying to an email that has been assigned to him, in that case, they can simply continue to use their email inbox again, just reply to a notification that we send to them. So we’ve sort of designed it in a way that not everybody in your team has to even come on board the full experience, even though it’s pretty easy for everybody, we understand. So I think one of the things people like with us is that they don’t have to make this big pitch to the entire company right away, it’s like, it’s not an all or nothing sort of thing. So so just to sum it up, you get your emails can be piped into SupportBee. And then a few people can start using the SupportBee interface, let’s say the person who’s driving this change, and the others can still keep using the, you know, through their email inbox to the notifications that we send to them, or to the common notification. So there’s like this sort of one to three weeks where however long the path is for you to completely migrate to SupportBee.

Jordan Smith  

Very nice. No, that’s great. So, so piggybacking off of that, what, what type of kind of, and I know it’s going to depend on the size of the organization, but what what type of processes internally are kind of best practices that you recommend for organizations that use it, right? Because the tool sets only as powerful as the internal process that that that the organization uses to implement it properly. So for people out there who are interested in a system like this, or they’re trying to figure out, you know, I know we talked to a lot of folks and their staff is busy, but the organization isn’t making any more money. And a lot of the times it’s digging in and finding just these five or six kind of timesavers to help which, which is I know, SupportBee helps with, with a big time saver with one of those things. So what are some best practices? If you’re talking to a client who’s implementing support be that you would say, man, if you do these three or four things you’re going to get the most out of the software?

Hana Mohan  

That’s again a great question, I would say. One is to definitely bring your entire team on board. So that you can bring in the right person to help with a conversation without having to you know, forward them an email or something like that. So definitely bringing your entire team on board, starting to engage them with comments and questions through comments and things like that. The second would be to like I said, you can create snippets, which are answers to common questions, or to like common things that you include in your, let’s say, if you include your address, quite often, you can create a snippet for your address, and then you can quickly insert that. So that’s a big time saver, to be honest. And it’s also shared knowledge between your team members. So you can be sure that a specific question is being replied in the way that you want it to be replied, like some questions can get pretty technical, or can be pretty specific. You want to control the messaging, so you can use snippets for that. And I’d say, one of the benefits that a lot of companies see is in labeling their conversations, so creating labels and labeling them, and then maybe once a month or something, looking at analytics to see what kind of questions you’re getting, if a certain type of question has been on the rise, things like that, I would say those are probably the top three, if I could include a fourth one, it would be what we have seen as like once companies have been on SupportBee before little by little while and then more of their team members come on board. They, they end up sort of creating, like teams within SupportBee to reflect their sort of real world. You know, team dynamic, so you could have a sales team, you could have a marketing team. And and then you can you can set up some kind of automation to write the right questions to the right team. And that sort of like you know, maybe it kicks in a little bit later, but it’s definitely one of those things benefit quite a lot of people.

Jordan Smith  

Yeah, no, that’s those are all great tips. You know, we always talk about if nobody owns the process, nobody owns the process. 

Hana Mohan  

Exactly, yeah. 

Jordan Smith  

Finding, finding one person, the snippets and the the canned responses, you know, again, if you’re listening to this, and you’re not kind of that first line of defense for your organization, go ask the person who is and just ask them kind of how many emails do they answer per day? And, and start to track those? And I guarantee. Hannah, we talked about this, it’s probably the same four or five questions, right? 

Hana Mohan  

I’d say over 70% of them. Yeah.

Jordan Smith  

So being able to kind of automate those where they they send that email in with that specific question, they get pinged with that, that canned response, you know, listeners out there with, you know, where people that have post up questions, you know, that they might send over to a help desk or a nurse at you know, blah blah blah.

Hana Mohan  

Especially, those tend to be like, very detailed, right, like, these are the six different steps you should follow, and you really don’t want to miss any, you can still like craft a more personalized intro or a more personalized sign off. So it’s not like you’re, you’re just bouncing them off an autoresponder it’s not at all that it’s like, it just helps you craft that reply faster. And better.

Jordan Smith  

Yeah, it gives you a template to work with him to put in more specific information as he as you need to. So I think I think those are really, really good best practices, because again, I guarantee that there’s, there’s some time suck, the different teams, that’s interesting. So for like larger organizations, like I know, we have some nonprofit listeners, I know we have some hospital admin listeners to this. That’s very interesting. So so so talk about kind of how that functions a little bit, because I could see a lot of advantage with having kind of an admin team, and then a nursing, you know, post-patient team and so on.

Hana Mohan  

Steam, for example, the one that’s, you know, a scheduling team, which is responsible for scheduling surgeries or visits, and then another one that’s responsible for the in-patient experience. And then it’s same person, the same conversation that I assume like goes through these different stages. And these teams are like, much better adapt. And you can do without a team. But like, as the organization grows larger, what ends up happening is you may exactly not know who in finance is supposed to deal with this question. So what you can then do is assign it to a team. And then once this ticket shows up in the team, it can then be further assigned to a specific person in the team by the team’s manager. But it’s sort of like this additional layer where you aren’t exactly sure, let’s say if it’s a 1500 people organization, I don’t think you can be certain, like who is, let’s say, in the billing department, or in the post op, that can answer this question. Precisely. So teams help you sort of like send it off to, to basically a team to like a division in your company, and then let the best person there be assigned to it.

Jordan Smith  

No, I love that. You know what, what I’m also hearing too and I know, one of the advantages for for us using the toolset has been if there’s a reason for us to go back and look at something, it’s easy for us to find, but I don’t get every notification, right, we’ve got somebody that mans that. So being able to go back and see kind of the conversation chain, even with things like collection departments, I know that’s a that’s a big thing, this tool would fit in really nicely there. So, so talk about that from a business owner perspective, you know, kind of talk about some of some of those features.

Hana Mohan  

So I think that’s a that’s actually a great point that you touched upon. Typically people look at customer service or, you know, a ticketing system or a help desk setup as sort of just doing customer service and sort of that but what we believe in what we’ve seen, and I think what’s true in general is that these are like sort of the knowledge centers where your customers are like speaking their minds out and telling you what they want, what they’re frustrated with, what you’re good at, as well, in fact, right? I mean, it’s not always people writing with complaints, sometimes you will register saying, hey, you know what, I’m thankful to you. So I think as a leader, going into your customer service setup, at least like once a month, per asking your customer service manager to maybe do a report of the top 10 issues, top 10 you know, top 10 testimonial, Stockton In fact, that’s how we learn about you because I think we got an email saying that you like it, and we were like, oh, wow, that’s great, you know. So I think there is a lot of this. You can use the knowledge in the customer support software itself in SupportBee, to to improve your organization, like you said, the very first time, it’s like you, your listeners are constantly trying to improve their services. And I think this is about as direct as feedback you can get is from your customers. So definitely, I think the learning aspect of it is huge. And I think you guys do it too. And a lot of our customers do, where they have other tools like project management systems to, you know, work on things or, and then you can actually send SupportBee tickets over to these systems like to your CRM system to your project management system. So you don’t have to let this knowledge stay within, you can actually pipe it into your other systems, and then, you know, use it in different ways. So I think, for management that’s like it for me, at least as a CEO, it’s pretty exciting to still read and send these tickets through different systems and have them worked upon. Yeah.

Jordan Smith  

No, I love that. That’s a that’s a great point. Because, yeah, you know, we, the way we’ve got it set up, which is really easy to set up, and you talk a lot about customer service. So it’s great that you guys are so great at it, it’s never been an issue for us to, you know, be able to talk to somebody within the organization if we needed to talk to somebody within the organization. But yeah, I mean, exactly being able to keep your finger on the pulse for things that you want to keep your finger on the pulse for. Right, what you manage moves. So people are, you know, if you don’t have any idea on what what your current customers are saying, there’s a big hole in your organization, right? If, if you’re not, if you’re not seeing that feedback loop, or that feedback loop is broken, well guess what’s going to happen to your business, it’s it’s, you know, it’s, it’s, it’s that scary spiral of death, that can happen pretty quickly. So we’ve got actually SupportBee talking to two or three different of our systems. So if I want to look at something I don’t necessarily even have to log in. But you know, I can, I can go into one of our project management systems and look at that.

Hana Mohan  

Yeah, because I think, for example, it’s not often easy for customer support reps to log into the project management system, and then find a way around. So what they can do with SupportBee is they can in SupportBee, you just click a button saying send this to Basecamp. And, and easily, like, send it over, and then it can be looked at by the right person. Yeah, so that really reduces that friction. And of course, you know, you can do this without SupportBee but I encourage people to even do this via email if they can, but I think the idea here is to do it, and then support, it just makes it a little bit easier.

Jordan Smith  

Now, I like that, yeah, even if this tool set isn’t something that the listeners you guys go out and by the concept is important, which is get that information out of the little silo that it’s going to directly right now. And, you know, find a way to, to, to have a couple things in place to where, again, if you need that information, you can go and get it. So I know that you guys have a wide kind of variety of different types of clients that you work with. But from your perspective, what, what team members are typically critical to making sure that that that this thing works, and that the proper processes are in place.

Hana Mohan  

Um, well. So typically, this definitely, I think, like any other software, there’s a champion who sort of brings in this concept. So who says, we need to use a software, we need to use a system. And in our experience, at our sort of scale, at least we’ve seen, it typically happens to be a founder. So it’s typically more often than not, it’s actually a founder or a CEO that really wants to invest in customer service. And that’s exciting, to be honest. And then beyond that, of course, you know, the agents who are doing the day to day customer service. And if it’s a developer, company, if it’s a tech company, sometimes a developer like in our company, for example, developers are, if not every day, they are logging into SupportBee and reading emails, every now and then they definitely get assigned a lot of emails, a lot of comments. So like I said, I think for the best businesses, I mean, unless you of course, are Walmart, or I think, involving everybody in customer service, even if not every day, maybe some people just once a week or something. I think it just brings in a certain customer empathy, which I think is the foundation for a lot more growth and just customer centric culture. So I would have to say everybody like really, I mean, not everybody has to have the same involvement. But I do think that everybody has to be involved to a certain degree in customer service.

Jordan Smith  

I love that and I would agree, you know, whether you’re the owner of the organization or the the person that answers the phone, customer service is everybody’s responsibility. You know, so many organizations put so much focus on new, new new, right? How do we get the next guy how to, you know. So many of them don’t do a great job of making sure you’re taking care of the folks that that have already bought from you that already know you that already, you know, trust you with, you know, their health, their home, or whatever the case may be. So, I think that,

Hana Mohan  

Yeah, because so let’s especially I think, even though when you’re doing a customer service job, it may seem like, people are writing in with it that most people are pretty hesitant in writing and complaining. So I think if somebody is actually doing that, if somebody is telling you, what’s not working for you, and we’re not just talking about complaints, of course, we’re also talking about, you know, for example, in in for your clients in healthcare business, people are writing with their problems, right? It takes a lot to, to sort of show up and say, Hey, I need help. And I think just, you know, having this friendly face having, getting your questions answered, you know, fast enough, but you know, also well, and getting that experience is just, it just determines if you know, next time you will feel encouraged to contact this business or not.

Jordan Smith  

No, I love that. And that, that ties in really greatly to the next point, which is, you know, we always talk about ways to track progress, you know, how to how to measure success, overall, with how the organization is doing. And so, talk a little bit about kind of, you know, progress and outcomes. And for listeners out there, you know, how, how do you attract something like customer service? How do you what are some kind of key performance indicators, you will tell them to look out for to, to know, if there is a problem, before, there’s a bigger problem, you know?

Hana Mohan  

So I’d say, in case of customer service, there some numbers, some that are quite important to track. For example, the first response time, and you know, in systems like support, and of course, other ones, some of the other ones as well, you can set up your business hours. So if something comes in at night, it’s not going to track it sitting online didn’t only start tracking the time from your business hour. But I do think tracking sort of the first response time is important. We also tend to track the time to archive which means we don’t use the word close a ticket, we just say this is done, let’s archive it. And then if there’s a need, we’ll pull it back in or the customer can write again, will get pulled back in. So the time average time to archive, those are the thing, the two metrics that keep a track on, track of. And you can do that at your whole organization level. But again, like and in fact, that’s probably one of the benefits of setting up a team as well. Because let’s say something like refunds is always going to have probably a much larger archive time than something like, hey, I need an appointment, could you give it to me? So you can track these numbers also, per agent per team. And then based on the goals of different teams, the different ages, you know, the whole organization, you can you can see how when you’re doing. And like I mentioned before, I think also it’s good to categorize the conversations you’re getting. So you can look at those numbers. And for example, if you’re a software company, or if you are doing internal support, and you get a lot of conversations some month for replacement, or a return or something breaking down, you definitely something you want to take a look at. I think there are these like sort of basic building blocks, which you can then fine tune based on what your objectives are. 

Jordan Smith  

No, I love that first response time, time to archive and then what category does the does the ticket or the request or the question go into? I think those are three great. The response time, especially, you know, it’s just for most people, just knowing that it’s been received and that somebody is working on it is most of the time all, all customers or patients and clients want is when I send something I just want to know, you know, you don’t have to tell me Hey, we’ll get to this when we get to it. But hey, you know, thanks for thanks for submitting this, a question.

Jordan Smith  

We’re, we’re routing it to the proper team member right now. And, you know, we’ll pay me as soon as we have any follow up questions or a solution to your inquiry, something that was really odd they weren’t but something like that more often than not,

Hana Mohan  

Exactly. The right kind of response that would like make you feel okay. Things are on track. 

Jordan Smith  

At least it’s on somebody’s plate instead of sending an email and not hearing anything back for a day or two and then get a phone call that says hey, we got this email and I’ve got some oh good I’ve been I just thought it disappeared and so even setting up if listeners if you guys,

Hana Mohan  

It’s a good idea. I think so. Yeah, yeah, exactly. Setting up even up You don’t have to make it look like a machine is responding back, you can say, Hey, we got it, you know, these are our business hours and then we try typically respond with will definitely respond within 24 hours but often much sooner. That’s one of the one we use actually. Yeah. Which is pretty much reflective of the truth is that, you know. Worse, it might take 24 hours, but most often, it’s gonna take a couple. And this thing that I think, you know, just makes you, our philosophy always has to be has been to just stay human.

Jordan Smith  

Yeah. Oh, I love that. That’s, that’s the title. We just found the title of the podcast, “Stay Human.” I love that. No, that’s, that’s great. Because that’s all you need most of the time. And even your suggestion, I’m going to still for our response. So I’m going to submit a ticket today to change that. But more often than not, that’s all I want is just to know that somebody is working on it. Understand that, you know, so Well, well, I love that it’s been great. So, last couple questions, we call this the final round, where now we kind of turn the spotlight on to you a little bit. And we’ve talked about the process and the software and how you guys help people. But this is where I like to kind of kick it back to you and ask for for your recipe for success. And more often not everybody always looks for a silver bullet in their business, you know, but there’s no silver bullet, there’s just lots of lead ones, you know, is what we what we always say. So we’re big fans of you guys. I know, being a woman-owned company that has a lot of women at the top of the the kind of leadership, I know that that, unfortunately, is not as common as it should be these days. So, you know, kind of tell us tell us? And this is a big question. But what are kind of some recipes for y’all’s success, like, step me through kind of y’all’s growth and tell me what maybe the top two or three things that that you guys went through that really helped you get to the point where you are today? It’s a big question. I know. But you know,

Hana Mohan  

Yeah, it is. Um, I’d say we were always pretty focused on building something high quality, something that we personally enjoyed using, I’ve always, I’ve never actually built anything that I didn’t personally use. So I really can’t, unfortunately, we built SupportBee, because we had another business and struggled to find the right software. Everything was through software, and we just wanted sort of an email plus experience, right, you know, just an email, like a multiplayer sort of email. And so one is to like build for yourself. I think staying truthful, in the sense of you know, what’s working and what’s not working, you can’t really expect your customers to not notice. So I think that’s the second one. And like you said, like, I’ve been very fortunate to have the team team that I have, everybody, you know, we’ve been some of us have been working together for over a decade now. So we just have this sort of work chemistry, we, we help each other get through, you know, difficult life, moments and all of that. So, it’s really been sort of an organic growth, I don’t think we’ve had a rocket ship growth, we’ve had a pretty organic growth, we have lots of rooms to grow. But what we focused on is just learned our domain cost customer support, just like healthcare, just like your business is a complex domain takes time to learn it. So we’ve just sort of been like, you know, slow, like slow-cooked food, I guess, you know, just delicious at the end, but it requires a lot of patience.

Jordan Smith  

Yeah, low and slow. That’s what makes it delicious. Right? What, um, last question, and then I want to make sure that I give you time for you to talk about how people can find out more about you guys, and even you specifically if they’re interested, you know, we always talk about business is just a series of failures with a couple successes here or there. Right? 

Hana Mohan  

Yeah. 

Jordan Smith  

So if there was one kind of magic reset button, if there was one kind of do over that you could go back in time, at any point in your career and change kind of what would it be and why?

Hana Mohan  

I think in general, it would be do lesser, do better. Okay. I would do like lesser and I will try to do it better. I wouldn’t. I think sometimes the temptation, especially when you’re new to you know, I guess life was offers to thank you if you want more, you need to do more. But I think sometimes it’s just about like doing what you’re doing better just waiting enough for things to kick in, to refine your craft to refine your software to refine your own approach, and, and just enjoy life while it’s all happening. So I think that would be it. That’s what I’m even telling myself now, to be honest.

Jordan Smith  

I know it’s a hard lesson for every kind of high achiever.

Hana Mohan  

You have to keep repeating this all the time.

Jordan Smith  

Well, I love that You know, do less and do what you’re doing better, I think. I think that’s a great tip. Well, Hana, this has been great. And other listeners out there, I know that you’ve gained at least a couple of different strategies and tactics even, even if you don’t reach out about the software, the work and the great work and hot on them are doing. So for those that are interested in kind of finding out more about SupportBee find out more about you, or they’ve got questions. And I’m kind of where can they get a hold of you?

Yeah, I’m always happy to, you know, connect with people, I would say if it’s me, personally, the easiest might be you can email me hana@supportbee.com or Twitter, but my Twitter handle is a little more Spanish, it’s @unamashana, which is a grammatically incorrect way of saying one more Hana. And it just didn’t know enough Spanish at that point. But if you search for Hana Mohan SupportBee, you can very easily find me. I’m very happy to hear from you. And then of course, SupportBee.com if you’re interested. But yeah, whether you adopt us or not, I think some of these practices can definitely help you even with your current toolchain I’m sure.

Jordan Smith  

Yeah, no, absolutely. And, and, and, and go check it out. You know, for the value that you get for the price for what Hana and them are doing pays for itself, you know, hundreds of times over. So, Hana, thank you so much. I look forward to keeping a relationship with you and connecting more outside the podcast, but thank you. Thank you. All right, had a moment with SupportBee go to SupportBee.com. Alright, everybody. I promise you good stuff. And thankfully, Hannah delivered, as she always does. We’ll know if you guys have any questions. There’s some great tips in there. Feel free to reach out. Her company’s great, we’re full transparency. We’re also a client of theirs. So they’re doing some really great things and I know that they’ve helped us transform our customer service aspect of everything that we do as well. Like, subscribe, comment. If you’ve got a guest or topic you’d like us to cover. please reach out and let us know. But until next time, iProv Made podcast out.