{"id":31167,"date":"2025-03-03T11:43:46","date_gmt":"2025-03-03T11:43:46","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=31167"},"modified":"2025-05-16T14:55:56","modified_gmt":"2025-05-16T13:55:56","slug":"response-time-vol-041","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/response-time-vol-041\/","title":{"rendered":"Response Time: Vol. 41"},"content":{"rendered":"<p>You satisfy your customers, but can you satisfy our curiosity?<\/p>\n<p><em>With Ehsan Rishat<i><span style=\"font-weight: 400;\">, <\/span><\/i><i><span style=\"font-weight: 400;\">Head of Customer Success at <a href=\"https:\/\/resimpli.com\/\" target=\"_blank\" rel=\"noopener\">REsimpli<\/a><\/span><\/i><i><span style=\"font-weight: 400;\">.<\/span><\/i><\/em><\/p>\n<p><strong>Please tell us a little bit about your company and what you do there.<br \/>\n<\/strong>At REsimpli, we\u2019re all about making life easier for real estate investors. We provide the tools they need to scale efficiently, close more deals, and focus on what really matters. As the Head of Customer Success, I get to connect our product\u2019s potential with our customers\u2019 goals.<\/p>\n<p><strong>What word or phrase in customer service jargon should be retired?<br \/>\n<\/strong>\u201cLet me reach out to the backend.\u201d It makes it sound like there\u2019s a huge divide between the customer service team and the technical team \u2013 like we\u2019re passing the buck.<\/p>\n<p><strong>Which celebrity would be really great at your job, and why?<br \/>\n<\/strong>Keanu Reeves, hands down. He\u2019s cool under pressure, incredibly humble, and always puts others at ease. Plus, his calm and collected vibe would be perfect for handling tricky customer situations with grace.<\/p>\n<p><strong>What\u2019s the most valuable thing that working in customer service has taught you?<br \/>\n<\/strong>It\u2019s taught me that empathy and patience can work wonders. Even the toughest situations can turn into trust-building moments if you approach them with care and understanding. It\u2019s not just about fixing problems \u2013 it\u2019s about showing customers they matter.<\/p>\n<p><strong>Describe the essence of great customer service using only three words.<br \/>\n<\/strong>Listen, solve, delight.<\/p>\n<p><strong>Which movie robot would you choose as your AI sidekick, and why?<br \/>\n<\/strong>Baymax from <em>Big Hero 6<\/em>. He\u2019s smart, resourceful, and deeply empathetic \u2013 everything you want in a sidekick. Plus, who wouldn\u2019t want a robot that can solve problems and give big warm hugs when needed?<\/p>\n<p><strong>What can you do that a bot will never be able to replicate?<br \/>\n<\/strong>Connecting with people on a personal, emotional level. Bots can provide answers, but they can\u2019t celebrate a customer\u2019s success or genuinely empathize with their frustrations. Those human moments are where the magic happens.<\/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?<br \/>\n<\/strong>I identify most with \u201ccustomer success\u201d because it\u2019s all about being proactive. It\u2019s not just about solving problems but about helping customers achieve their goals and get the most out of our tools. It\u2019s a mindset shift from reactive to impactful.<\/p>\n<p><strong>What\u2019s the one piece of advice you would give to your peers in the customer service industry?<br \/>\n<\/strong>Track your team\u2019s performance and celebrate their wins. Recognizing achievements \u2013 big or small \u2013 keeps your team motivated and engaged, and that positivity translates directly into better customer experiences. A happy team that feels valued will always go the extra mile for your customers!<\/p>\n<p><strong>What\u2019s your greatest productivity hack?<br \/>\n<\/strong>Time blocking for specific tasks is my secret weapon. By dedicating focused time slots for emails, project planning, and team check-ins, I can get more done and stay sharp throughout the day.<\/p>\n<p><strong>What book are you reading at the moment?<br \/>\n<\/strong>The <em>80\/20 Principle<\/em> by Richard Koch. It\u2019s a fantastic deep dive into how 20% of efforts often drive 80% of results. It\u2019s changed how I prioritize everything \u2013 focusing on what truly makes an impact instead of getting stuck in busy work.<\/p>\n<p><strong>What&#8217;s the best thing a customer has ever said to you?<\/strong><br \/>\nOne of our customer support agents, Jay, received this feedback recently, and it really stuck with me: \u201cJay was great \u2013 super helpful and ready to bring the solutions I was looking for. [They] went above and beyond to make sure everything was resolved. The support REsimpli has is unmatched!\u201d Hearing something like this reminds us why we love what we do \u2013 creating experiences that truly make a difference.<\/p>\n<p><strong>What gif best describes your mental state right now?<\/strong><\/p>\n<p><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/02\/11a61cbb5f08-cat_dancing_gif_dancing_cat.gif\" \/><\/p>\n<p><strong>Where do you get your support leadership news?<br \/>\n<\/strong>I\u2019m a big fan of <em>CSM Practice<\/em> newsletters by Irit Eizips. Her insights into customer success strategies and leadership are incredibly practical and always relevant. They\u2019ve helped me refine how we deliver value and stay ahead of industry trends.<\/p>\n<p><strong>What do you wish people knew about working in customer service?<\/strong><br \/>\nIt\u2019s one of the most creative and rewarding roles out there. You\u2019re not just answering questions \u2013 you\u2019re solving puzzles, building relationships, and shaping how customers see your company. It\u2019s a dynamic mix of strategy, empathy, and execution.<\/p>\n<p><strong>If you wrote a book about your experiences in customer service, what would the title be?<\/strong><br \/>\n\u201cGuiding with Value: How Customer Support Drives Smart Decisions.\u201d The book would focus on how support isn\u2019t just about fixing issues \u2013 it\u2019s about guiding customers toward smarter choices, building trust, and ensuring their success every step of the way.<\/p>\n<p><strong>What\u2019s the strangest thing a customer has asked you?<\/strong><br \/>\nSomeone once dropped into our live chat and casually asked, \u201cWhat\u2019s your churn percentage?\u201d They might\u2019ve been curious, a competitor, or just trying to keep me on my toes!<\/p>\n<p><strong>What\u2019s your most used emoji in customer chats?<br \/>\n<\/strong>\ud83d\ude4c because it\u2019s perfect for celebrating wins, big or small. Whether it\u2019s a customer closing a deal or resolving a tricky issue, it\u2019s my go-to for spreading positivity!<\/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 Ehsan Rishat, Head of Customer Success at REsimpli, about his greatest productivity hack, the most valuable thing about working in support, and more.<\/p>\n","protected":false},"author":348,"featured_media":31169,"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-31167","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. 41 - 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