What is the revenue makeup for SOC 2 companies, and will the software component of SOC 2 compliance generate more revenue over time?

We obviously care about margin like any SaaS company out there but we care more about having a pleasant, joyful customer journey. For certain things, automation and a Turbo Tax-like experience is the best solution. For other things, you want a personal touch to be built-in into your experience. A lot of our R&D budget is being spent on automation and trying to automate (if not obliterate) a considerable number of service components that we may be doing with expert-in-the loop in the past.

To me, this is a continuously iterative learning process, where we want to provide the customer the best-in-class experience throughout while learning from what our compliance architects are doing to determine our automation and software roadmap.

But before you can craft a plausible software experience to replace humans, you need to have an intimate knowledge into what those consultants have been doing, historically. You can't make up, "I think this UI tool is going to eliminate the need to talk to a customer." For example, we have a commenting feature in our app for people to ask questions. Those questions are gold mines for our product management team to understand what content we have to provide. “What software features do we have to build, so our customers can complete their compliance journey without asking questions, or checking in with their compliance architect?”