Remove Company Culture Remove Customer Support Remove Engineering
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How to keep KPIs meaningful for your customer support team

Intercom, Inc.

When I first started to work at Intercom as a Customer Support Representative (CSR), KPIs were completely foreign to me. They are one part of a much larger story, but how well do they capture those key soft skills that great customer support requires? But KPIs carry the risk of seeming impersonal.

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Reddit’s Nick Caldwell on engineering leadership

Intercom, Inc.

On day one as Reddit’s new VP of Engineering, Nick Caldwell faced a dilemma. He had just spent 13 years at Microsoft, most recently as the head of 300 engineers. At Reddit, he led a team of 35 – none of whom knew how to manage other engineers. Nick Caldwell: I’m VP of engineering at Reddit.

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What to expect: Your first few months as an engineer at Intercom

Intercom, Inc.

I was curious to see how the company ensures that every new engineer has the opportunity to do the best job of their career, and how that would translate to my personal growth and everyday life in Intercom. Making an impact as an engineer. Setting engineers up for success. Everybody wants you to learn and contribute fast.

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Know when to ask for help with the 15 Minute Rule

Intercom, Inc.

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. If I was stuck on a particular customer problem, he told me to first take 15 minutes to try find the answer before looking for help. Navigating the way to a solution.

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2021 on Inside Intercom

Intercom, Inc.

We continued to adjust to working from home , and our company culture evolved accordingly. If you’re at all interested in using customer research to drive key business decisions, this is a must-read. The Ultimate Customer Support Tech Stack for 2022. Shipping fast and safe: Building a culture of low-risk learning.

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How we approach remote employee onboarding at Intercom

Intercom, Inc.

By a large margin, this is the most thorough and best organized onboarding of any company I’ve worked over the span of my career” – Dannel, Sales Engineer. When designing company onboarding , we lean on our four onboarding learning pillars. Skills and culture . Social and belonging.

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7 Secrets to a Successful SMB Go-To-Market Strategy with PayFit Co-Founder and CEO Firmin Zocchetto and Accel Partner Philippe Botteri (Pod 576 + Video)

SaaStr

Yet, they needed to work out some challenges to support a fully independent journey (e.g., when customers needed to switch from an old payroll solution to PayFit). Customers should feel empowered to take on onboarding and essential customer support themselves. Unhappy customers can kill your growth engine.

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