Establishing A Position with Capacity

Capacity is an AI-powered support automation platform designed to help enterprise teams digitize customer service, streamline helpdesk operations, and automate repetitive internal workflows. As competition intensified across the SaaS landscape, Capacity recognized that true market leadership required dominating the narrative around "support automation" - a category phrase the company was actively pioneering and promoting across its written collateral.

To turn this internal positioning into an industry standard and reach decision-makers through new media channels, Capacity partnered with Fame to conceptualize, launch, and produce The Support Automation Show.

The podcast was structured as an authoritative multimedia publication featuring in-depth discussions with customer experience (CX) leaders, support executives, and AI innovators.

By optimizing episode titling, show notes, and audio metadata specifically around category-defining keywords, the team executed a targeted audio SEO strategy designed to capture high-intent search traffic across all major streaming services.

The Growth

Alongside its search results, The Support Automation Show built an audience of its own:

• Followers nearly tripled in eight months
  • 58 in Jun 2023 to 161 in Feb 2024 (up 178%)
  • Followers rose in every month tracked
• Number 1 for "support automation"
  • On both Apple Podcasts and Spotify, shortly after launch
• Senior-level guests
  • Including Justin Schmidt, VP of Marketing at Capacity, and Nick Mehta, CEO of Gainsight

The Results

The results were swift and decisive. Shortly after launch, The Support Automation Show claimed the #1 ranking for the term "support automation" on both Apple Podcasts and Spotify.

This organic visibility allowed Capacity to capture the top audio search position, complementing their existing written content and blog footprint to create a dominant multi-channel SEO moat.

Beyond search performance, the podcast served as a premier business development vector for the executive team. Fame secured high-profile industry guests, including Nick Mehta, CEO of Gainsight, allowing Capacity's leadership team to build direct, peer-level relationships with tier-one software executives who would otherwise be difficult to reach through traditional cold outreach: