Agorapulse is a full-service social media management tool that helps users show the value and ROI of their social media marketing efforts. As Customer Support Operations Manager, Hilary Lawrence oversees data, processes, and tools for the Support team, including automation. She values patience as the most valuable thing she's learned from working in customer service, which allows her to understand customers' perspectives and find solutions that meet their needs. Great customer service is about being happy (to be) helping people. Hilary would choose Fender, a robot with a great sense of humor, as her AI sidekick. She can replicate human-like empathy and understanding with a sense of humor. In customer service, it's essential to remember that it's not the agent's fault when issues arise; there's often a company policy or technical issue at play. Hilary would title her book about customer service experiences "At the Front of the Queue." She's had customers ask unusual questions, like asking her to marry them after solving an issue, and uses emojis like 🤔 and 👍 in customer chats.