{"id":30228,"date":"2024-07-09T10:30:21","date_gmt":"2024-07-09T09:30:21","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=30228"},"modified":"2025-05-16T14:53:21","modified_gmt":"2025-05-16T13:53:21","slug":"response-time-vol-030","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/response-time-vol-030\/","title":{"rendered":"Response Time: Vol. 30"},"content":{"rendered":"<p>You satisfy your customers, but can you satisfy our curiosity?<\/p>\n<p><em>With Christian Sokolowski, Vice President of Customer Support at <a href=\"https:\/\/www.rebuyengine.com\/\">Rebuy Engine<\/a>.<\/em><\/p>\n<p><strong>Please tell us a little bit about your company and what you do there.<\/strong><br \/>\nI am the Vice President of Customer Support at Rebuy Engine, overseeing technical support teams and managing our help center&#8217;s knowledge base. I also lead app customer experience, using Intercom for support and enablement. Rebuy Engine is a SaaS product for e-commerce stores, offering personalized shopping experiences through AI and ML technologies.<\/p>\n<p><strong>What word or phrase in customer service jargon should be retired?<\/strong><br \/>\n&#8220;Please remain on the line and we will be with you shortly.&#8221;<\/p>\n<p><strong>Which celebrity would be really great at your job, and why?<\/strong><br \/>\nTom Hanks would be great in this role. He seems to have an authentic kindness and easy approachability. Given these traits, I feel like he could effectively guide a customer support team with a genuine sense of empathy and sincerity.<\/p>\n<p><strong>What\u2019s the most valuable thing that working in customer service has taught you?<\/strong><br \/>\nA significant lesson I&#8217;ve learned from customer support is how to grasp and interpret emotions, while also developing patience in my decision-making and thought processes to react to any situation as well as improve myself and my team.<\/p>\n<p><strong>Describe the essence of great customer service using only three words.<\/strong><br \/>\nEmpathy, responsiveness, respect.<\/p>\n<p><strong>Which movie robot would you choose as your AI sidekick, and why?<\/strong><br \/>\nIf I had to pick, I&#8217;d go with Baymax from <em>Big Hero 6<\/em>. He is kind, curious, and is more like a friend than just an AI sidekick!<\/p>\n<blockquote class=\"pullquote-style-two\"><p>&#8220;No bot could truly grasp emotions on the same level as humans&#8221;<\/p><\/blockquote>\n<p><strong>What can you do that a bot will never be able to replicate?<\/strong><br \/>\nNo bot could truly grasp emotions on the same level as humans, enabling us to learn from mistakes and evolve through personal experiences.<\/p>\n<p><strong>What&#8217;s the most embarrassing thing you&#8217;ve ever said\/done to a customer?<\/strong><br \/>\nYears ago, during a call with a customer, I unintentionally did my best Batman impression, thinking I was on mute. To my embarrassment, everyone pretended it never happened and continued with the call as if nothing happened.<\/p>\n<p><strong>Do you identify more with the title \u201ccustomer support,\u201d \u201ccustomer service,\u201d \u201ccustomer success,\u201d or \u201ccustomer experience,\u201d and why?<\/strong><br \/>\nI would say that I resonate most strongly with the phrase &#8220;customer support.&#8221; Our role is not just about addressing issues; it&#8217;s about genuinely supporting people by offering guidance, teaching, and becoming a trusted advisor in our business.<\/p>\n<blockquote class=\"pullquote-style-two\"><p>&#8220;Approach each interaction with compassion, kindness, and a sincere intention to assist&#8221;<\/p><\/blockquote>\n<p><strong>What\u2019s the one piece of advice you would give to your peers in the customer service industry?<\/strong><br \/>\nThe most important advice I can offer to my colleagues in customer service is to prioritize empathy. There&#8217;s a saying I once heard: &#8220;Everyone is like a dump truck and every once in a while needs to unload.&#8221; This means that even if someone is upset and directing their frustration at you, it&#8217;s essential to remember that behind every question or issue is a person with their own experiences and feelings. Approach each interaction with compassion, kindness, and a sincere intention to assist.<\/p>\n<p><strong>What\u2019s the worst customer service you\u2019ve ever experienced?<\/strong><br \/>\nThe most dreadful customer experience I ever encountered was with a moving company. Initially, they provided me with an underquoted estimate for the move. However, upon arrival, they suddenly tacked on an extra $2,000 to transport the furniture. Despite the increased cost, they failed to handle my belongings with care, resulting in thousands of dollars worth of damage. Resolving the issue dragged on for months, and in the end, I received a mere $96 as compensation for the damages.<\/p>\n<p><strong>What\u2019s your greatest productivity hack?<\/strong><br \/>\nI boost my productivity by first sorting tasks according to their urgency and importance. Then, I leverage various tools and streamlined processes to simplify the workload, resulting in increased efficiency for me.<\/p>\n<p><strong>What book are you reading at the moment?<\/strong><br \/>\n<a href=\"https:\/\/www.amazon.com\/CXOXO-Building-Support-Team-Customers-ebook\/dp\/B0CK53YJB4\"><em>CXOXO: Building a Support Team Your Customers Will Love<\/em><\/a> by <a href=\"https:\/\/www.intercom.com\/blog\/videos\/partnerhero-mercer-smith\/\">Mercer Smith<\/a>.<\/p>\n<p><strong>If customer service was an Olympic sport, what would be the main event?<\/strong><br \/>\nChaos challenge \u2013 you must juggle multiple customer inquiries simultaneously while maintaining composure and professionalism.<\/p>\n<p><strong>What&#8217;s the best thing a customer has ever said to you?<\/strong><br \/>\nThe most heartwarming compliment I ever received from a customer was, &#8220;I appreciate your kindness and honesty.&#8221;<\/p>\n<p><strong>What gif best describes your mental state right now?<\/strong><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-30229\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2054\/07\/6ab06f67f499-Gif.gif\" alt=\"\" width=\"510\" height=\"292\" \/><\/p>\n<p><strong>Where do you get your support leadership news?<\/strong><br \/>\nI am very active in the Support Driven Slack community and also get information from LinkedIn regularly.<\/p>\n<p><strong>What do you wish people knew about working in customer service?<\/strong><br \/>\nOne thing I wish people knew about working in customer service is that there&#8217;s a real person doing their best to make things right for you. We genuinely care about helping and making you happy. Just like anyone else, we have our limits, so treating us kindly really makes a difference.<\/p>\n<p><strong>If you wrote a book about your experiences in customer service, what would the title be?<\/strong><br \/>\n\u201cSupport Shenanigans: Funny Stories from the Customer Support Realm.\u201d<\/p>\n<p><strong>What\u2019s your most used emoji in customer chats?<\/strong><\/p>\n<p>\ud83d\ude0a<\/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 Christian Sokolowski, Vice President of Customer Support at Rebuy Engine, about the essence of great customer service, what they can do that a bot will never be able to replicate, and more.<\/p>\n","protected":false},"author":348,"featured_media":30239,"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-30228","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) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Response Time: Vol. 30 - The Intercom Blog<\/title>\n<meta name=\"description\" content=\"We ask Christian Sokolowski, Vice President of Customer Support at Rebuy Engine, about the essence of great customer service, 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-030\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Response Time: Vol. 30\" \/>\n<meta property=\"og:description\" content=\"We ask Christian Sokolowski, Vice President of Customer Support at Rebuy Engine, about the essence of great customer service, and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.intercom.com\/blog\/response-time-vol-030\/\" \/>\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=\"2024-07-09T09:30:21+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-05-16T13:53:21+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2054\/07\/BlogHero_3600x1680_Vol.30_with_changes.png\" \/>\n\t<meta property=\"og:image:width\" content=\"3600\" \/>\n\t<meta property=\"og:image:height\" content=\"1680\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\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=\"4 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-030\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/response-time-vol-030\\\/\"},\"author\":{\"name\":\"Kate Sugrue\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#\\\/schema\\\/person\\\/5e795c472600fb4be31c83bd141bd83c\"},\"headline\":\"Response Time: Vol. 30\",\"datePublished\":\"2024-07-09T09:30:21+00:00\",\"dateModified\":\"2025-05-16T13:53:21+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/response-time-vol-030\\\/\"},\"wordCount\":879,\"publisher\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/response-time-vol-030\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2054\\\/07\\\/BlogHero_3600x1680_Vol.30_with_changes.png\",\"keywords\":[\"Response Time\"],\"articleSection\":[\"Customer Service\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/response-time-vol-030\\\/\",\"url\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/response-time-vol-030\\\/\",\"name\":\"Response Time: Vol. 30 - The Intercom Blog\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/response-time-vol-030\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/response-time-vol-030\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2054\\\/07\\\/BlogHero_3600x1680_Vol.30_with_changes.png\",\"datePublished\":\"2024-07-09T09:30:21+00:00\",\"dateModified\":\"2025-05-16T13:53:21+00:00\",\"description\":\"We ask Christian Sokolowski, Vice President of Customer Support at Rebuy Engine, about the essence of great customer service, and more.\",\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.intercom.com\\\/blog\\\/response-time-vol-030\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/response-time-vol-030\\\/#primaryimage\",\"url\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2054\\\/07\\\/BlogHero_3600x1680_Vol.30_with_changes.png\",\"contentUrl\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2054\\\/07\\\/BlogHero_3600x1680_Vol.30_with_changes.png\",\"width\":3600,\"height\":1680},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#website\",\"url\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/\",\"name\":\"The Intercom Blog\",\"description\":\"Articles and Podcasts on Customer Service, AI and Automation, Product, and more\",\"publisher\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#organization\",\"name\":\"The Intercom Blog\",\"url\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2019\\\/08\\\/Intercom-logo-sq-black-trans.png\",\"contentUrl\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2019\\\/08\\\/Intercom-logo-sq-black-trans.png\",\"width\":1000,\"height\":1000,\"caption\":\"The Intercom Blog\"},\"image\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#\\\/schema\\\/logo\\\/image\\\/\"},\"sameAs\":[\"https:\\\/\\\/www.facebook.com\\\/intercominc\",\"https:\\\/\\\/x.com\\\/intercom\",\"https:\\\/\\\/www.instagram.com\\\/intercom\\\/\",\"https:\\\/\\\/www.linkedin.com\\\/company\\\/2491343\",\"https:\\\/\\\/www.pinterest.ie\\\/intercom\\\/\",\"https:\\\/\\\/www.youtube.com\\\/channel\\\/UCJG0MvLP03kyzzAkD-w98aQ\",\"https:\\\/\\\/en.wikipedia.org\\\/wiki\\\/Intercom_(company)\"]},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#\\\/schema\\\/person\\\/5e795c472600fb4be31c83bd141bd83c\",\"name\":\"Kate Sugrue\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/8eb3b1e5624d6bda7092897c3511d6cb8d677e7ce5ef525c402b2aba1c48ad2e?s=96&d=mm&r=pgbbea36cb9537e0cf4c3bf1349f05754c\",\"url\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/8eb3b1e5624d6bda7092897c3511d6cb8d677e7ce5ef525c402b2aba1c48ad2e?s=96&d=mm&r=pg\",\"contentUrl\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/8eb3b1e5624d6bda7092897c3511d6cb8d677e7ce5ef525c402b2aba1c48ad2e?s=96&d=mm&r=pg\",\"caption\":\"Kate Sugrue\"},\"sameAs\":[\"https:\\\/\\\/x.com\\\/KateSugrue\"],\"url\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/author\\\/katesugrue\\\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Response Time: Vol. 30 - The Intercom Blog","description":"We ask Christian Sokolowski, Vice President of Customer Support at Rebuy Engine, about the essence of great customer service, and more.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.intercom.com\/blog\/response-time-vol-030\/","og_locale":"en_US","og_type":"article","og_title":"Response Time: Vol. 30","og_description":"We ask Christian Sokolowski, Vice President of Customer Support at Rebuy Engine, about the essence of great customer service, and more.","og_url":"https:\/\/www.intercom.com\/blog\/response-time-vol-030\/","og_site_name":"The Intercom Blog","article_publisher":"https:\/\/www.facebook.com\/intercominc","article_published_time":"2024-07-09T09:30:21+00:00","article_modified_time":"2025-05-16T13:53:21+00:00","og_image":[{"width":3600,"height":1680,"url":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2054\/07\/BlogHero_3600x1680_Vol.30_with_changes.png","type":"image\/png"}],"author":"Kate Sugrue","twitter_card":"summary_large_image","twitter_creator":"@KateSugrue","twitter_site":"@intercom","twitter_misc":{"Written by":"Kate Sugrue","Est. reading time":"4 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.intercom.com\/blog\/response-time-vol-030\/#article","isPartOf":{"@id":"https:\/\/www.intercom.com\/blog\/response-time-vol-030\/"},"author":{"name":"Kate Sugrue","@id":"https:\/\/www.intercom.com\/blog\/#\/schema\/person\/5e795c472600fb4be31c83bd141bd83c"},"headline":"Response Time: Vol. 30","datePublished":"2024-07-09T09:30:21+00:00","dateModified":"2025-05-16T13:53:21+00:00","mainEntityOfPage":{"@id":"https:\/\/www.intercom.com\/blog\/response-time-vol-030\/"},"wordCount":879,"publisher":{"@id":"https:\/\/www.intercom.com\/blog\/#organization"},"image":{"@id":"https:\/\/www.intercom.com\/blog\/response-time-vol-030\/#primaryimage"},"thumbnailUrl":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2054\/07\/BlogHero_3600x1680_Vol.30_with_changes.png","keywords":["Response Time"],"articleSection":["Customer Service"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/www.intercom.com\/blog\/response-time-vol-030\/","url":"https:\/\/www.intercom.com\/blog\/response-time-vol-030\/","name":"Response Time: Vol. 30 - The Intercom Blog","isPartOf":{"@id":"https:\/\/www.intercom.com\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.intercom.com\/blog\/response-time-vol-030\/#primaryimage"},"image":{"@id":"https:\/\/www.intercom.com\/blog\/response-time-vol-030\/#primaryimage"},"thumbnailUrl":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2054\/07\/BlogHero_3600x1680_Vol.30_with_changes.png","datePublished":"2024-07-09T09:30:21+00:00","dateModified":"2025-05-16T13:53:21+00:00","description":"We ask Christian Sokolowski, Vice President of Customer Support at Rebuy Engine, about the essence of great customer service, and more.","inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.intercom.com\/blog\/response-time-vol-030\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.intercom.com\/blog\/response-time-vol-030\/#primaryimage","url":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2054\/07\/BlogHero_3600x1680_Vol.30_with_changes.png","contentUrl":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2054\/07\/BlogHero_3600x1680_Vol.30_with_changes.png","width":3600,"height":1680},{"@type":"WebSite","@id":"https:\/\/www.intercom.com\/blog\/#website","url":"https:\/\/www.intercom.com\/blog\/","name":"The Intercom Blog","description":"Articles and Podcasts on Customer Service, AI and Automation, Product, and more","publisher":{"@id":"https:\/\/www.intercom.com\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.intercom.com\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/www.intercom.com\/blog\/#organization","name":"The Intercom Blog","url":"https:\/\/www.intercom.com\/blog\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.intercom.com\/blog\/#\/schema\/logo\/image\/","url":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2019\/08\/Intercom-logo-sq-black-trans.png","contentUrl":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2019\/08\/Intercom-logo-sq-black-trans.png","width":1000,"height":1000,"caption":"The Intercom Blog"},"image":{"@id":"https:\/\/www.intercom.com\/blog\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/intercominc","https:\/\/x.com\/intercom","https:\/\/www.instagram.com\/intercom\/","https:\/\/www.linkedin.com\/company\/2491343","https:\/\/www.pinterest.ie\/intercom\/","https:\/\/www.youtube.com\/channel\/UCJG0MvLP03kyzzAkD-w98aQ","https:\/\/en.wikipedia.org\/wiki\/Intercom_(company)"]},{"@type":"Person","@id":"https:\/\/www.intercom.com\/blog\/#\/schema\/person\/5e795c472600fb4be31c83bd141bd83c","name":"Kate Sugrue","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/secure.gravatar.com\/avatar\/8eb3b1e5624d6bda7092897c3511d6cb8d677e7ce5ef525c402b2aba1c48ad2e?s=96&d=mm&r=pgbbea36cb9537e0cf4c3bf1349f05754c","url":"https:\/\/secure.gravatar.com\/avatar\/8eb3b1e5624d6bda7092897c3511d6cb8d677e7ce5ef525c402b2aba1c48ad2e?s=96&d=mm&r=pg","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/8eb3b1e5624d6bda7092897c3511d6cb8d677e7ce5ef525c402b2aba1c48ad2e?s=96&d=mm&r=pg","caption":"Kate Sugrue"},"sameAs":["https:\/\/x.com\/KateSugrue"],"url":"https:\/\/www.intercom.com\/blog\/author\/katesugrue\/"}]}},"jetpack_featured_media_url":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2054\/07\/BlogHero_3600x1680_Vol.30_with_changes.png","jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/posts\/30228","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/users\/348"}],"replies":[{"embeddable":true,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/comments?post=30228"}],"version-history":[{"count":0,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/posts\/30228\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/media\/30239"}],"wp:attachment":[{"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/media?parent=30228"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/category?post=30228"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/tags?post=30228"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/coauthors?post=30228"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}