Intercom, Inc.

DECEMBER 2, 2021

For the very first time, we’re releasing Engineer Chats , an internal podcast here at Intercom about all things engineering. Previously hosted by Jamie Osler , a Senior Product Engineer at Intercom for over seven years, it’s now up to Principal Systems Engineer Brian Scanlan to pick up the baton and keep the chats going.

Engineering 178

Engineering Legal Start-ups Compliance 178

Intercom, Inc.

NOVEMBER 3, 2021

Alert fatigue is a common problem among engineering teams that handle operations and maintain infrastructure. The result is lots of semi-meaningful alerts, noise, context-switching, and multitasking for the on-call engineer. Are the steps clear enough to be followed by any engineer on the team? Is the alert still relevant?

Engineering 209

Engineering Start-ups Customer Experience 209

ECXO

NOVEMBER 25, 2024

Steps to Evaluate Feasibility: Engage R&D, engineering, and operations teams early to map out potential challenges. Insights: Feasibility isn’t just about engineering effort—it’s about whether implementation will introduce inefficiencies or misalignments with your technology stack.

B2B 391

B2B Engineering Innovation CRM 391

eglobalis

MARCH 24, 2025

[link] Enhancing Customer and Agent Experience with AI-Powered Solutions: A Salesforce-Led Market Perspective [link] Ten Ways to Turn Organizational Silos into Collaboration Engines [link] The post Agent AI Is Exploding in Contact CentersYet the Human Experience Remains Irreplaceable appeared first on Eglobalis.

Contact Center 366

Contact Center AI Compliance Machine Learning 366

Futurelab

APRIL 26, 2024

Ever tried to convince engineers they are doing something wrong? What do these consultants know about engineering anyway? However, the issue at hand was not bad engineering, it was poor commercialization. #NoBullshitCX #20yearsFuturelab “Consumers should care. Check that.”

Engineering 162

Engineering Manufacturing Innovation Start-ups 162

eglobalis

APRIL 15, 2025

What It Looks Like Transparency and honesty, especially when things go wrong Multi-year commitment with performance tracking Shared investments in mutual success Institutional knowledge continuity (same account teams, engineers, etc.) When core systems need upgrading, Oracle is already at the table.

Manufacturing 360

Manufacturing Contact Center B2B Innovation 360

Callminer

MARCH 17, 2022

Which came first, the call recorder or the recording engine? Honestly, it doesn't matter as they serve to very different use cases. Read more about each in this new blog.

Engineering 182

Engineering 182

eglobalis

APRIL 23, 2025

Each client account includes multiple stakeholdersprocurement officers, business unit heads, engineers, C-suite leadersand each defines value differently. Mapping Value to Stakeholders: Speaking the Right Language to the Right Buyer In B2B, there is no single customer. Any Final Words?

B2B 339

B2B CX Manufacturing Finance 339

ECXO

OCTOBER 23, 2024

This level of personalization would be impossible to achieve manually, especially for large companies with thousands or millions of customers: · Amazon : Amazon’s AI-driven recommendation engine analyzes browsing history, past purchases, and customer preferences to deliver personalized product recommendations.

AI 207

AI Customer Service Sentiment Analysis Predictive Analytics 207

Intercom, Inc.

AUGUST 11, 2021

It breathes life into your engineering team, and teams across the company, as customer issues and requests are resolved quickly and efficiently. We encourage engineers to ship the smallest thing (we call them cupcakes ) as quickly as possible, and every new hire on our engineering team ships a feature within their first week.

Engineering 282

Engineering Start-ups 282

eglobalis

JULY 31, 2024

” Personalization Engines Personalization tools such as Sitecore, Oracle, SAP, Dynamic Yield and Optimizely deliver tailored content and product recommendations based on individual user data. These engines analyse customer behaviour, preferences, and purchase history to provide a more relevant and customized experience.

Customer Experience 458

Customer Experience Social Media Predictive Analytics AI 458

Adrian Swinscoe

JUNE 4, 2024

Jeff joins me today to talk about Co-Pilot for Service, the impact […] The post Lessons learnt from testing Copilot for service across tens of thousands of service engineers – Interview with Jeff Comstock of Microsoft first appeared on Adrian Swinscoe.

Engineering 147

Engineering Customer Service Artificial Intelligence Contact Center 147

Intercom, Inc.

APRIL 22, 2021

As it turns out, he’s also quite the writer – since the last time we spoke , he has published not one but two books on engineering. After writing An Elegant Puzzle about the challenges of engineering management in high-growth organizations, his focus shifted to a career path that’s much less understood – the technical leadership track.

Engineering 274

Engineering Start-ups Non-Profits Construction 274

ECXO

AUGUST 12, 2024

Personalization Engines: Personalization tools like Sitecore and Dynamic Yield analyze customer behavior and preferences to deliver customized content and product recommendations, driving engagement and fostering stronger customer relationships. These tools enhance customer satisfaction through efficient, personalized communication.

Customer Experience 366

Customer Experience Social Media Predictive Analytics Machine Learning 366

Intercom, Inc.

JULY 14, 2022

That skill required constant practice – an unrealistic ask for the majority of product engineers who are busy delivering product. For that, we needed to get traces into the hands of engineers as soon as possible. Engineers had a small set of convenient methods to add custom instrumentation to their code.

Engineering 272

Engineering Start-ups Customer Retention Customer Experience 272

eglobalis

OCTOBER 9, 2024

Will it require significant engineering hours or new infrastructure? Challenges : Evaluating feasibility involves input from product teams, designers, R&D, engineers, and operations. Actionable Suggestion : Collaborate closely with your engineering and product teams to assess technical challenges early.

Customer Feedback 530

Customer Feedback Compliance Innovation B2B 530

Adrian Swinscoe

JULY 27, 2024

Jeff joins me today to talk about Co-Pilot for Service, the impact […] The post Lessons learnt from testing Copilot for service across tens of thousands of service engineers – Interview with Jeff Comstock of Microsoft first appeared on Adrian Swinscoe. Today’s interview is with Jeff Comstock, CVP of Dynamics 365 Customer Service at Microsoft.

Engineering 130

Engineering Customer Service 130

Intercom, Inc.

AUGUST 11, 2020

And while seeing this work come to fruition, Sam, a Product Engineer at Intercom, was inspired to find more ways to get involved. My team’s lead engineer stopped what he was doing and announced to the all-male room, ‘Looks like the token female engineer has arrived.’ Know the scope of the issue.

Engineering 289

Engineering Start-ups Education 289

Intercom, Inc.

NOVEMBER 2, 2021

I’ve led teams of engineers for almost a decade but when I look back at my own management career I regularly thought I was a “good manager”, at times even a great one. As a software engineer, no matter how senior you are, you always seek code reviews before deploying new code to production. . Always ask for advice. Don’t blame, own.

Engineering 291

Engineering Construction Sports 291

eglobalis

NOVEMBER 3, 2024

Take the example of Cisco , which created a centralized CX team that coordinates efforts between engineering, sales, and customer support to manage complex B2B relationships. This level of alignment allows each department to work toward the shared goal of enhancing CX without duplicating efforts or missing critical details.

CX 524

CX B2B Innovation Sentiment Analysis 524

Intercom, Inc.

FEBRUARY 4, 2020

Whether you’re a customer support representative or a product engineer, you will encounter issues and problems that you just don’t have the answer to. While I learned this skill as a support engineer, even now as a product engineer, the 15-Minute Rule is still something I use regularly. Navigating the way to a solution.

Engineering 261

Engineering 261

Intercom, Inc.

JANUARY 12, 2021

From premature optimization to over-engineering solutions for your product, it’s easy to get caught up in making technology decisions that slow you down instead of speeding you up. These things are usually artifacts of some engineer’s Objectives and Key Results (OKRs). The top ten technical strategies to avoid.

Engineering 269

Engineering ML Technology Technology 269

ECXO

DECEMBER 25, 2024

154 Actionable Steps to Use Customer Experience to Fuel Growth Using customer experience (CX) as a growth engine requires strategic planning and execution. Example Action: Implement AI-driven recommendation engines on your website to suggest products or services based on browsing history.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

Intercom, Inc.

MAY 25, 2022

This allows us to develop teams of deep domain experts to support and enable product engineers as they build the next generation of Intercom, and provide world class observability tooling, scaling, reliability, and secure-by-default build patterns. . This allows engineers to observe production without the need to write any additional code. .

Engineering 252

Engineering Technology Technology Customer Experience 252

Futurelab

MARCH 20, 2025

Maybe the idea that feedback can be good can land in some diehard engineer mind better, if the feedback is from the bot? Early-stage customer development, narrowing down many options to a few prioritized ones, endless iterations of changes this is their use case.

E-commerce 147

E-commerce Engineering AI Customer Feedback 147

eglobalis

MAY 13, 2025

For example, enterprise software vendors might solicit technical feedback from end-user engineers, strategic input from executive sponsors, and service feedback from procurementall for one account. B2B CX teams should partner with product and engineering groups to tap into usage analytics. only the champions opinion).

B2B 312

B2B AI Customer Survey VOC 312

Intercom, Inc.

OCTOBER 13, 2020

New software engineers quickly learn that a lot of complexity arises from error handling. It’s hard to balance investment optimally across ML, product, engineering, and design. You might easily be over-engineering your solution or solving slightly the wrong problem. We can’t assume the ML will always perfectly do what we want.

Machine Learning 281

Machine Learning ML Engineering Start-ups 281

Intercom, Inc.

APRIL 8, 2020

We’d like to share some insights from what we’ve learned so far about software delivery and operations over the past few weeks of working from home during COVID-19 , and how we as an engineering team have adjusted to this unprecedented, unpredictable situation. New situation, new processes? What do we need to change?

Engineering 223

Engineering Start-ups 223

Intercom, Inc.

JULY 23, 2019

. “Everyone who works on our product inherits the three top-level principles and then also the principles appropriate to their domain” We have three top-level principles for how we build software, five product design principles, and five engineering principles. Engineering principles. Our deliverable is not the design file.

Engineering 221

Engineering Start-ups Technology Technology 221

ECXO

JUNE 19, 2024

This speed allows designers and engineers to explore multiple scenarios, formats, shapes, and avenues simultaneously, something that traditional design methods could not accommodate even in digital design. The implementation of CAD models based on AI-generated concepts further streamlines the transition from design to engineering.

AI 386

AI Customer Experience Legal Manufacturing 386

Intercom, Inc.

APRIL 28, 2021

For example, at Intercom, we primarily focus on return for effort; the estimated savings we will make per engineering hour required to execute the work. Instead of trying to democratize complex, per-product billing knowledge across your team, create a small team of engineers to navigate the world of cloud computing. Zero touch costs.

Engineering 211

Engineering Government Invoicing Finance 211

Callminer

NOVEMBER 9, 2020

noted that call centers with banks and call center agents fall victim to social engineering. For example, many times fraudsters start by socially engineering call center agents to give away or change sensitive information, which the fraudsters use during follow-up online transactions to steal money out of customer accounts.”

Contact Center 345

Contact Center Engineering Scorecard Retail 345

eglobalis

APRIL 6, 2025

AWS became the growth engine behind companies like Airbnb and Uber by enabling scalable infrastructure from Day 1. In telecom, Vodafones IoT platform helps logistics companies turn tracking into a value-added service, increasing client acquisition and retention.

Manufacturing 310

Manufacturing Contact Center B2B Compliance 310

Intercom, Inc.

MAY 19, 2020

After all, excellent design and engineering can only come from product teams that are empowered to solve hard problems and build great software. In our model, product teams effectively own a piece of the product, and consist of a Product Manager, Designer, and a few Product Engineers. Alignment on great product teams.

Engineering 245

Engineering Customer Retention 245

Intercom, Inc.

JULY 16, 2019

We had many experienced engineers who had been part of on call rotations at other companies, we ran basic postmortem exercises and overall our frequency and duration of outages was pretty good for a company of our size. This is usually managed by an experienced engineering leader.

Engineering 215

Engineering Gaming Education Sales 215

Intercom, Inc.

APRIL 13, 2021

Our product engineers are empowered to build great features, fast. So we decided to do something contrary to our engineering principles – run our search infrastructure ourselves on Elastic Compute Cloud hosts, or EC2 as it’s known. In Intercom, we believe that shipping is our company’s heartbeat.

Engineering 249

Engineering Start-ups Technology Technology 249