{"id":29307,"date":"2023-09-11T10:22:23","date_gmt":"2023-09-11T09:22:23","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=29307"},"modified":"2025-05-16T14:48:39","modified_gmt":"2025-05-16T13:48:39","slug":"response-time-vol-013","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/response-time-vol-013\/","title":{"rendered":"Response Time: Vol. 13"},"content":{"rendered":"<p>You satisfy your customers, but can you satisfy our curiosity?<\/p>\n<p><em>With Ashley Cicchetto, Manager of Customer Success at <a href=\"https:\/\/arworkflow.com\/\">AR Workflow<\/a>.<\/em><\/p>\n<h3>Please tell us a little bit about your company and what you do there.<\/h3>\n<p>I am the Manager of Customer Success for AR Workflow. At AR Workflow, we help restoration contractors get paid, on average, 21 days faster using our one-of-a-kind automated invoicing features.<\/p>\n<h3>Which celebrity would be really great at your job, and why?<\/h3>\n<p>Richard Ayoade is a British comedian and actor who tends to portray &#8220;the socially awkward IT guy&#8221; in TV shows and movies. He would be great at my job because laughter is the best medicine, as well as the &#8220;have you turned it off and on again?&#8221; solution.<\/p>\n<h3>What\u2019s the most valuable thing that working in customer service has taught you?<\/h3>\n<p>Hardly anything is an emergency. Take a deep breath, communicate your plans, and it will all be OK in the end. It&#8217;s not personal \u2013 so don&#8217;t make it personal. Oh, and laugh a lot, or else you&#8217;ll go insane.<\/p>\n<h3>What\u2019s your greatest productivity hack?<\/h3>\n<p>Music in the background. Some days it&#8217;s indie, some days it&#8217;s country, some days it&#8217;s hardcore rap. Put on the music that makes you feel some kind of way, and then drill into your project.<\/p>\n<h3>What gif best describes your mental state right now?<\/h3>\n<p>&nbsp;<\/p>\n<p><iframe loading=\"lazy\" class=\"giphy-embed\" src=\"https:\/\/giphy.com\/embed\/FjhCTrjPaPy6s\" width=\"480\" height=\"226\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p>&nbsp;<\/p>\n<h3>\u00a0What\u2019s the best customer service you\u2019ve ever experienced?<\/h3>\n<p>Intercom, and I&#8217;m not saying that to butter you up. I may not get my answer the same day (timezones and all that), but I know that I will get a detailed response, helpful guidance, and the rep won&#8217;t laugh (in front of me) when I ask a silly question. AND, they will keep the chat open until I have a clear idea of the answer. Plus, they send funny GIFs and that helps a lot.<\/p>\n<h3>What\u2019s the worst customer service you\u2019ve ever experienced?<\/h3>\n<p>Anywhere the staff doesn&#8217;t want to be there. Cable service representatives, phone service, gas and electric service, big chain stores. When the employees are not appreciated, they sometimes pass their feelings to the customers.<\/p>\n<h3>What\u2019s the strangest thing a customer has asked you?<\/h3>\n<p>I wish I was joking, but a doctor asked me if I &#8220;managed the Google.&#8221; Forevermore I was known as &#8220;She who runs Google&#8221; at my prior place of employment.<\/p>\n<h3>What can you do that a bot will never be able to replicate?<\/h3>\n<p>Make customers laugh and feel comfortable in their own skin. You don&#8217;t have to be an expert to use our software. I&#8217;ll meet you at your skill level and go from there. And, you&#8217;ll have fun with me while learning.<\/p>\n<h3>What do you doodle when you\u2019re on video calls?<\/h3>\n<p>I can&#8217;t doodle! The only video calls I attend are when I&#8217;m running them, so doodling would be rude. HAHA.<\/p>\n<h3>What\u2019s the one piece of advice you would give to your peers in the customer service industry?<\/h3>\n<p>Listen to Annie when she says, &#8220;The sun will come out tomorrow.&#8221; Because today may be a dumpster fire, but tomorrow is a new day.<\/p>\n<h3>What book are you reading at the moment?<\/h3>\n<p>Fantasy. If you have not downloaded GoodReads, I suggest you do. Lots of awesome book suggestions. I&#8217;m currently reading <em>Snow Like Ashes<\/em> by Sara Raasch.<\/p>\n<h3>What&#8217;s the best thing a customer has ever said to you?<\/h3>\n<p>That I made them feel &#8220;not stupid&#8221; and they looked forward to working with me because I boosted their self-esteem. Awww \ud83d\udc9c<\/p>\n<h3>Where do you get your support leadership news?<\/h3>\n<p>LinkedIn, usually.<\/p>\n<h3>What words make your skin crawl?<\/h3>\n<p>Mispronounced words. EXpresso (espresso), ALSTimers (Alzheimer\u2019s), BUHcause (because), and PROLLY (probably). And so many more. My mom was a teacher, so I still fear writing lines across a chalkboard&#8230;<\/p>\n<h3>How would you explain your job to an alien?<\/h3>\n<p>You did a job for another alien and now that alien owes you money. I train aliens to use our \u201cbeep-beep boop-boop\u201d (computer software in alien speak) to send invoices to those customers and collect their hard-earned money.<\/p>\n<h3>What\u2019s your most used emoji in customer chats?<\/h3>\n<p>\ud83e\uddd0<\/p>\n<h3>Do you identify more with the title \u201ccustomer support,\u201d customer service,\u201d \u201ccustomer success,\u201d or \u201ccustomer experience,\u201d and why?<\/h3>\n<p>Customer success. I do all the things to help you succeed. I support you, provide service, and help you gain experience so you can succeed \ud83e\udd13<\/p>\n<h3>What was your \u201c15 minutes of fame\u201d moment?<\/h3>\n<p>Still searching for it &#8230; have you seen it? I can&#8217;t find it.<\/p>\n<h3>What do you wish people knew about working in customer service?<\/h3>\n<p>You&#8217;re never going to stop having to type (or say), &#8220;You know that article you just scrolled past? Yeah, that one. It has the answer you&#8217;re asking me for. In fact, it&#8217;s even in the title. But that&#8217;s cool, I&#8217;ll spell out the same thing that is in the article you decided to skip past reading.&#8221; And, you&#8217;ll learn to do it with a smile and kindness \ud83d\ude05<\/p>\n<hr \/>\n<p>Conversation closed\u2026 for now \ud83d\ude0f<\/p>\n","protected":false},"excerpt":{"rendered":"<p>In our latest \u201cResponse Time\u201d interview, we ask Ashley Cicchetto, Manager of Customer Success at AR Workflow, about their best and worst customer service experiences, what they can do that a bot will never be able to replicate, and more.<\/p>\n","protected":false},"author":348,"featured_media":29308,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[3],"tags":[25172],"coauthors":[12102],"class_list":["post-29307","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-support","tag-response-time"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - 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