{"id":31246,"date":"2025-04-07T10:49:10","date_gmt":"2025-04-07T09:49:10","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=31246"},"modified":"2025-05-16T14:56:21","modified_gmt":"2025-05-16T13:56:21","slug":"response-time-vol-043","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/response-time-vol-043\/","title":{"rendered":"Response Time: Vol. 43"},"content":{"rendered":"

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

With Lauren Gilbert, Senior Customer Happiness Manager at Memberful<\/a>.<\/em><\/p>\n

Please tell us a little bit about your company and what you do there.<\/strong>
\nI am the Senior Customer Happiness Manager at Memberful. We help independent publishers, educators, and creators sell memberships to their audience and build sustainable businesses.<\/p>\n

What\u2019s the most valuable thing that working in customer service has taught you?<\/strong>
\nOne of the most valuable lessons I\u2019ve learned from working in customer service is the importance of staying calm and not jumping to conclusions. It\u2019s easy to react immediately when faced with a problem, but I\u2019ve found that taking a step back to investigate thoroughly often reveals that things aren\u2019t as broken as they seem.<\/p>\n

Doing your due diligence before acting not only leads to better solutions, but also helps build trust with customers because they appreciate you taking the time to truly understand the issue instead of rushing to a quick (and sometimes incorrect) fix.<\/p>\n

Describe the essence of great customer service using only three words.<\/strong>
\nPrompt. Personable. Clear.<\/p>\n

What can you do that a bot will never be able to replicate?<\/strong>
\nHuman support shines in areas where empathy, creativity, and nuanced understanding are key.<\/p>\n

What’s the most embarrassing thing you’ve ever said\/done to a customer?<\/strong>
\nI was jumping into a chat that was started by one of my teammates, and wrote, \u201cLauren, humping in!\u201d instead of \u201cjumping in!\u201d (The \u201cJ\u201d and \u201cH\u201d are side-by-side on the keyboard.)<\/p>\n

What\u2019s your greatest productivity hack?<\/strong>
\nWork with your natural tendencies! If you’re a morning person, get your most brain-taxing tasks done in the morning and do the easiest tasks in the afternoon.<\/p>\n

What book are you reading at the moment?<\/strong>
\nHyperbole and a Half<\/em>\u00a0 by Allie Brosh.<\/p>\n

What’s the best thing a customer has ever said to you?<\/strong>
\n\u201cMemberful customer service is what you wish all customer service was, but you rarely find. Fast, reliable, and always extremely helpful.\u201d<\/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 Lauren Gilbert, Senior Customer Happiness Manager at Memberful, about the most valuable thing working in customer service has taught them, and more.<\/p>\n","protected":false},"author":348,"featured_media":31247,"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-31246","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-support","tag-response-time"],"yoast_head":"\nResponse Time: Vol. 43 - The Intercom Blog<\/title>\n<meta name=\"description\" content=\"We ask Lauren Gilbert, Senior Customer Happiness Manager at Memberful, about the most valuable thing working in customer service has taught them, 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-043\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Response Time: Vol. 43\" \/>\n<meta property=\"og:description\" content=\"We ask Lauren Gilbert, Senior Customer Happiness Manager at Memberful, about the most valuable thing working in customer service has taught them, and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.intercom.com\/blog\/response-time-vol-043\/\" \/>\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=\"2025-04-07T09:49:10+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-05-16T13:56:21+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2025\/04\/BlogHero_3600x1680_Response-Time-Vol.43.png\" \/>\n\t<meta property=\"og:image:width\" content=\"7200\" \/>\n\t<meta property=\"og:image:height\" content=\"3360\" \/>\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=\"2 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-043\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/response-time-vol-043\\\/\"},\"author\":{\"name\":\"Kate Sugrue\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#\\\/schema\\\/person\\\/5e795c472600fb4be31c83bd141bd83c\"},\"headline\":\"Response Time: Vol. 43\",\"datePublished\":\"2025-04-07T09:49:10+00:00\",\"dateModified\":\"2025-05-16T13:56:21+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/response-time-vol-043\\\/\"},\"wordCount\":347,\"publisher\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/response-time-vol-043\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2025\\\/04\\\/BlogHero_3600x1680_Response-Time-Vol.43.png\",\"keywords\":[\"Response Time\"],\"articleSection\":[\"Customer Service\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/response-time-vol-043\\\/\",\"url\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/response-time-vol-043\\\/\",\"name\":\"Response Time: Vol. 43 - 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