{"id":29532,"date":"2023-12-04T15:00:07","date_gmt":"2023-12-04T15:00:07","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=29532"},"modified":"2025-05-16T14:50:33","modified_gmt":"2025-05-16T13:50:33","slug":"response-time-vol-019","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/response-time-vol-019\/","title":{"rendered":"Response Time: Vol. 19"},"content":{"rendered":"

You satisfy your customers, but can you satisfy our curiosity?<\/p>\n

With Will Yates, Co-founder of ttagz<\/a>.<\/em><\/p>\n

Please tell us a little bit about your company and what you do there.<\/h3>\n

I’m the co-founder of ttagz, a user-generated content (UGC) tool for brands looking to create an authentic tone of voice and build community around authentic content.<\/p>\n

Which celebrity would be really great at your job, and why?<\/h3>\n

Keanu Reeves. He’s widely known as a kind and attentive person \u2013 all the qualities needed to excel in this role.<\/p>\n

What\u2019s your greatest productivity hack?<\/h3>\n

I’ll give you two: checklists and time allocation. I would be lost if I didn’t write out my daily (and weekly) tasks, then I get a little dopamine hit every time I tick them off (yes, I do it on paper). Segmenting your diary is another mental hack to allow you to dedicate time appropriately to tasks.<\/p>\n

“I don’t see how bots will ever be able to truly empathize with my customers\u2019 personal struggles, feel genuine emotions, or deeply understand the nuances of human experiences”<\/p><\/blockquote>\n

What\u2019s the best customer service you\u2019ve ever experienced?<\/h3>\n

Honestly, American Express. If you call the number on the back of your credit card they will literally bend over backwards for you.<\/p>\n

What can you do that a bot will never be able to replicate?<\/h3>\n

On a very human level, I don’t see how bots will ever be able to truly empathize with my customers\u2019 personal struggles, feel genuine emotions, or deeply understand the nuances of human experiences. I could be wrong, but there’s an intrinsic quality to human connection and understanding that is still untouchable.<\/p>\n

“Behind every support ticket, there’s a human with a story”<\/p><\/blockquote>\n

What\u2019s the one piece of advice you would give to your peers in the customer service industry?<\/h3>\n

We’re quite disconnected with our customers now, but remember, behind every support ticket, there’s a human with a story. So treat them with kindness and patience (and maybe sprinkle in a bit of humor).<\/p>\n

What’s the best thing a customer has ever said to you?<\/h3>\n

“Will. Thank you! It was so easy to contact you, and your help made it an absolute breeze to set up my UGC tool. Thanks a million.”<\/p>\n

What words make your skin crawl?<\/h3>\n

“I need to work on the back-end,” which is coder language for “I haven’t got a clue.”<\/p>\n

What\u2019s your most used emoji in customer chats?<\/h3>\n

\ud83d\ude80\ud83d\ude80\ud83d\ude80\ud83d\ude80<\/p>\n

Do you identify more with the title \u201ccustomer support,\u201d customer service,\u201d \u201ccustomer success,\u201d or \u201ccustomer experience,\u201d and why?<\/h3>\n

Definitely customer support. I think service sounds too transactional, experience is too flat, and success is too presumptuous \u2013 our customers will be the judges of that.<\/p>\n

What was your \u201c15 minutes of fame\u201d moment?<\/h3>\n

This is so random and I almost forgot about it, but I was on the red carpet with Guillermo Del Toro for the world premiere of The Shape of Water<\/em>.<\/p>\n

How would you explain your job to an alien?<\/h3>\n

\u20b6\u20ba\u09f2\u204d\ufe0e\u2281 \u226b\u2289. \u2227\u00ba\u204a\u2756\u25bb\u09f3\u20a3 \u22d5\u22db\u22fc\u22e9\u22e3\u22f0\u2a26\u2a4e\u2af6\u27e3<\/p>\n

\n

Conversation closed\u2026 for now \ud83d\ude0f<\/p>\n","protected":false},"excerpt":{"rendered":"

In our latest \u201cResponse Time\u201d interview, we ask Will Yates, Co-founder of ttagz, about the best thing a customer has ever said to them, which celebrity would be great at their job, and more. <\/p>\n","protected":false},"author":348,"featured_media":29533,"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-29532","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-support","tag-response-time"],"yoast_head":"\nResponse Time: Vol. 19 - The Intercom Blog<\/title>\n<meta name=\"description\" content=\"We ask Will Yates, Co-founder of ttagz, about their most used emoji in customer chats, which celebrity would be great at their job, and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.intercom.com\/blog\/response-time-vol-019\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Response Time: Vol. 19\" \/>\n<meta property=\"og:description\" content=\"We ask Will Yates, Co-founder of ttagz, about their most used emoji in customer chats, which celebrity would be great at their job, and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.intercom.com\/blog\/response-time-vol-019\/\" \/>\n<meta property=\"og:site_name\" content=\"The Intercom Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/intercominc\" \/>\n<meta property=\"article:published_time\" content=\"2023-12-04T15:00:07+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-05-16T13:50:33+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/12\/Response-Time_Blog-Hero_Will-Yates-1-scaled.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2560\" \/>\n\t<meta property=\"og:image:height\" content=\"1198\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Kate Sugrue\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@KateSugrue\" \/>\n<meta name=\"twitter:site\" content=\"@intercom\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Kate Sugrue\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/response-time-vol-019\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/response-time-vol-019\\\/\"},\"author\":{\"name\":\"Kate Sugrue\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#\\\/schema\\\/person\\\/5e795c472600fb4be31c83bd141bd83c\"},\"headline\":\"Response Time: Vol. 19\",\"datePublished\":\"2023-12-04T15:00:07+00:00\",\"dateModified\":\"2025-05-16T13:50:33+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/response-time-vol-019\\\/\"},\"wordCount\":516,\"publisher\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/response-time-vol-019\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2023\\\/12\\\/Response-Time_Blog-Hero_Will-Yates-1-scaled.jpg\",\"keywords\":[\"Response Time\"],\"articleSection\":[\"Customer Service\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/response-time-vol-019\\\/\",\"url\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/response-time-vol-019\\\/\",\"name\":\"Response Time: Vol. 19 - 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