{"id":31370,"date":"2025-05-19T09:14:49","date_gmt":"2025-05-19T08:14:49","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=31370"},"modified":"2025-05-19T09:14:49","modified_gmt":"2025-05-19T08:14:49","slug":"response-time-vol-045","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/response-time-vol-045\/","title":{"rendered":"Response Time: Vol. 45"},"content":{"rendered":"<p>You satisfy your customers, but can you satisfy our curiosity?<\/p>\n<p><em>With Mitchell Rodio, Customer Experience Manager at <a href=\"https:\/\/whop.com\/discover\/explore\/\" target=\"_blank\" rel=\"noopener\">Whop<\/a>.<\/em><\/p>\n<p><strong>Please tell us a little bit about your company and what you do there.<br \/>\n<\/strong>I&#8217;m a Customer Experience Manager at Whop \u2013 a digital marketplace for everyone, helping people create a sustainable income online.<\/p>\n<p><strong>What word or phrase in customer service jargon should be retired?<br \/>\n<\/strong>\u201cI regret to inform you.\u201d<\/p>\n<p><strong>What\u2019s the most valuable thing that working in customer service has taught you?<br \/>\n<\/strong>Having clear communication and empathy can turn even the most frustrated customers into loyal advocates.<\/p>\n<p><strong>Describe the essence of great customer service using only three words.<br \/>\n<\/strong>Empathy. Efficiency. Communication.<\/p>\n<p><strong>What can you do that a bot will never be able to replicate?<br \/>\n<\/strong>Being able to talk on an extremely personal level and match users\u2019 tones.<\/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>\u201cCustomer success.\u201d We want all users to come out of a support chat knowing how to make more money on Whop than when they started the chat.<\/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>Customer support jargon is OUT. Users want to talk to a support agent like they&#8217;re talking to a friend.<\/p>\n<p><strong>What\u2019s your greatest productivity hack?<br \/>\n<\/strong>Coffee and Notion.<\/p>\n<p><strong>What book are you reading at the moment?<br \/>\n<\/strong><em>The Origin of Opportunity<\/em> by Andrew Cartwright.<\/p>\n<p><strong>If customer service was an Olympic sport, what would be the main event?<\/strong><br \/>\nCSAT.<\/p>\n<p><strong>What&#8217;s the best thing a customer has ever said to you?<br \/>\n<\/strong>Someone recently shared this feedback: \u201cLove this company! Recently, I made $500 in the first seven days of creating my Whop, and the company flew me out to their headquarters in NYC. I met everyone behind the scenes at Whop and they were absolutely phenomenal. I also just had a great customer service experience with Mitch!\u201d<\/p>\n<p><strong>What\u2019s your most used emoji in customer chats?<\/strong><br \/>\n\ud83e\udd1d<\/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 Mitchell Rodio, Customer Experience Manager at Whop, about the essence of great customer service, and more.<\/p>\n","protected":false},"author":348,"featured_media":31371,"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-31370","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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